Sometimes things might look a little funny within your account. Maybe you can’t see the right menus or access certain credentials. Let’s check out some common account issues.

What you can see and do in Wistia depends on your user role and the permissions granted to you. Only an Account Owner has access to the full account settings menu. Beyond that, Manager, Standard, Limited, and Viewer roles each have varying permissions. Because of this, you might see fewer options on a media's page, or you may not be able to do things like create a channel, add other users, or access API tokens.

If you think you should have more access, we recommend contacting whoever invited you to the Wistia account. For security reasons, we can't change your permissions or share account details ourselves.

If you believe you should be an Account Owner (or want to know who yours is), give us a holler, and we'll walk you through the options, including transferring ownership if needed.

For a full breakdown of what each role can (and can't) do, visit our help page on User Roles.

You can find your Account Owner's contact details on the Billing page in your settings.

Any Account Owner can manage ownership from the Manage Team page in your Wistia account. From there, you can add a new user as an Owner, and change or remove a previous Owner. Paid accounts can have up to three Owners, and an account must always keep at least one Owner. If the only Owner has left your company and no one can log in, contact us and we'll walk you through verifying your account so you can regain access.

Only an Account Owner can access and manage API tokens. They can do so from their account settings by clicking "API Home" on the side panel. For more information on creating and managing access tokens, please visit our Developer resource.

If you're looking to reset the password for your Wistia account, head to the login page and click "Forgot password?" located directly below the Password field (or simply click here).

After entering your email, our system will send you a password reset link. If you don't receive the email after a few minutes, check your spam folder and any security filters first, and confirm the email address is actually on the account. If it still doesn't arrive, let us know—a previously bounced or deactivated email sometimes needs to be re-enabled on our end.