Most Rollo account (Rollo Ship, Rollo Design, rollo.com) login problems are solved by resetting your password with the Forgot Password option and checking your spam folder for the reset link and verification code. Captcha loops and blocked pages usually clear after you clear your browser cache or switch to a private (incognito) window.
You can do this in the Rollo app on your phone or on the web at ship.rollo.com. The steps are the same.
1. Open the Rollo app or go to ship.rollo.com and tap "Forgot Password".
2. Enter your email address carefully and tap "Reset Password".
3. Check your email for the password reset link. Look in your inbox first, then your Spam or Junk folder. Only click "Resend Verification Email" if the link did not arrive.
4. Open the email from Rollo and click "Reset Password".
5. Create your new password. It must be at least 7 characters, include a number, an uppercase letter, and a lowercase letter, and it cannot be one of your last 3 passwords.
6. Tap "Change Password". A window will pop up asking for a one-time verification code.
7. Go back to your email (check Spam or Junk too), copy the code, and enter it.
8. Tap "Continue" and log in with your new password.
Tip: if you use the Rollo app, make sure it is updated to the latest version from the App Store or Google Play first. Older versions can show an "Unknown Error" or skip the code entry screen.
1. Check your Spam and Junk folders. Reset links and codes often land there.
2. Make sure you typed the email address that is registered to your Rollo Ship account. Codes only go to that address.
3. Codes and reset links expire quickly. If yours is more than a few minutes old, start the login or reset again to trigger a fresh one.
4. Log out and log back in, or close and reopen your browser, then request the code again.
5. Try the other method. If the web version is not sending anything, try the Rollo app on your phone, or the other way around.
6. Still nothing? Contact Rollo support with your account email address and the exact error message. Our team can check your account and investigate delivery issues.
If the login page keeps looping on captchas, or you see an error like "Request not allowed due to WAF block", try the following.
1. Clear your browser's cache and cookies, then close and reopen the browser.
2. Try a private or incognito window.
3. Switch to a different browser (Chrome, Safari, Edge, or Firefox).
4. Try another device, or try the Rollo app on your phone instead of the website.
5. If you are using the app, uninstall and reinstall it, then try again.
6. Wait a bit and try again later. These blocks are sometimes caused by a temporary issue on our side that our team is already fixing.
7. If you are still blocked, contact Rollo support with a screenshot of the error so we can look at your account.
"Your email has not been verified"
If login stops with a message that your email is not verified, look for the verification email Rollo sent when you created the account.
1. Search your inbox and Spam or Junk folder for the verification email from Rollo.
2. Verification links are time sensitive and expire. Use the most recent one you received.
3. Instead of clicking the link, copy it and paste it into your browser's address bar.
4. If that fails, clear your cache and cookies and paste the link into a new tab, or try a different browser or an incognito window.
5. On a phone, turn on your browser's "Request Desktop Site" option and try the link again.
6. There is also a limit on login attempts within 24 hours, so if you have tried many times, wait and try again the next day.
7. If the link never arrived or keeps failing, contact Rollo support. A new verification email cannot always be resent automatically, so our team will help you get the account verified or set up correctly.
Verification codes going to the wrong inbox
Login codes are always sent to the email address on the account. This cannot be redirected to a different address. If other people on your team need to log in, set up an authenticator app instead.
1. Log in to your Rollo Ship account.
2. Click your profile name in the upper right corner, then click "Settings".
3. Click "Verification Code Settings" and select "Authenticator Application".
4. Follow the on-screen steps using an authenticator app such as Google Authenticator. Save the QR code and setup key so other authorized users can add it too.
5. From then on, each user enters the code from the authenticator app instead of waiting for an email.
Multi-factor authentication cannot be turned off. It protects your account and the funds in it.
When to contact support
Some fixes can only be done by the Rollo team. Contact support if you need to:
*Change the email address on your Rollo Ship account. This is a manual, verified process handled by our team.
*Recover an account when you no longer have access to the registered email.
*Get help with a persistent error after a password reset, such as an "AccessToken is missing" or "Unknown Error" message. Include your account email, the exact error text, and a screenshot if you can.
Still stuck? Start a chat with Rollo support, and we will walk through it with you.