Commerce Cloud Accounts FAQ

Salesforce B2C Commerce uses a unified account management system, Account Manager. Your account username is the email address you have been using in B2C Commerce XChange.

Here are answers to common questions about setting up and accessing your account using Account Manager:

Q: Does Account Manager support international characters?

A: Yes. Account Manager supports international characters. Password and email values, however, can only be standard ASCII characters. All other non-digit input fields accept international characters beyond the standard ASCII character set.

Q: How do I get information about my Commerce Cloud Account?

A: We send you an email invitation when we relaunch B2C Commerce XChange.

Q: Do I have to do anything before I can use my new Commerce Cloud Account?

A: When we relaunch B2C Commerce XChange, we automatically migrate everybody's old XChange account to a new Commerce Cloud Account. For security reasons, your account information is reset, and you must activate your account before you can use it. To activate your account:

Q: I did not get a Commerce Cloud email (or I accidentally deleted it), so how can I access my Commerce Cloud Account?

A: Contact your account administrator and request another copy of your B2C Commerce XChange invitation email. If you’re an account administrator having issues accessing your account, contact Commerce Cloud Support toll-free at 1-877-540-3032. You also can send an email to [email protected] Salesforce employees can submit a ticket using the helpdesk.

Q: The email address in my B2C Commerce XChange profile is no longer active; how do I get information about my Commerce Cloud Account?

A: Contact your account administrator and request that they create an account using the correct email address. Specify the new email address you want to use for the account. If you’re an account administrator having issues accessing your account, contact Commerce Cloud Support toll-free at 1-877-540-3032. You also can send an email to [email protected] Salesforce employees can submit a ticket using the helpdesk.

Q: Can I keep my old password?

A: To activate your account, you must enter a new password. However, if the old password meets PCI compliance security standards, you still can use it. Remember that you must enter a new password every 90 days.

Passwords must meet the following requirements:

Q: Who manages my account data?

A: Everyone with an account can maintain their own personal account information. Each Salesforce B2C Commerce client or partner organization is assigned an account administrator. The account administrator is responsible for managing accounts for all members of their organization. To change your roles, permissions, or membership, contact your account administrator. The account administrator can also add new user accounts to their organizations.

Q: I entered a new password but then forgot it a day later; can I reset my password?

A: Yes, there is a "Forgot Password" operation (https://account.demandware.com/dw/account/RecoverPassword) that you can find both in the relaunched B2C Commerce XChange portal and in the Account Manager. If you choose this operation, a message is sent to your email address. When you reset your password, you must identify yourself by entering the security code that was sent to your email address.

Q: I tried to log in multiple times and when I tried to use the "Forgot Password" operation, I could not reset my password.

A: If you try too many times to log in, your account gets locked temporarily for 30 minutes. For security reasons, the "Forgot Password" operation is disabled for locked accounts.