Kartra Product Support & FAQs

First, welcome to Kartra! We are so excited to have you! It is very simple to log in to your new Kartra Account.

1. Go to https://app.kartra.com/login
2. Enter the email you used to purchase Kartra
3. Enter the password you chose during the account setup

Once in your account, you will be prompted with a welcome video and quick orientation tutorial.

Can’t log in? No sweat, here are some general login tips and troubleshooting: 

1. On the login screen, you can use either your email address or username (aka your “domain nickname”) in the email address field. If your email address isn’t working, try your username instead.
2. If you are copying and pasting your password from somewhere else, make sure you haven’t copied any extra spaces at the beginning or the end of the password.
3. If you are using an autofill extension, try manually entering your credentials instead.
4. If you are typing your password, make sure all the characters are accurate. It is very common to mistake a lowercase L with an uppercase i, or a zero for the letter O.
5. If you did not select a username (domain nickname) after checkout or were not able to complete your account setup, please submit a helpdesk ticket and select “Billing” as the department.

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Do you see the error message, “This Kartra account is not active” ?

There are a few reasons for this error which must be investigated through a support ticket. Please submit a ticket and select “Billing” as the department. 

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If you cannot remember your password, you can reset it:

1. Go to the login screen found here: https://app.kartra.com/login
2. Click the “Forgot password” link at the bottom. 
3. Enter the email address associated with your account. This is usually the address where you received your most recent subscription invoice.
4. Click Reset password, and you will get a password reset email.

Please Note:  The email should be in your inbox within a few minutes. If you do not see it, please check your spam and/or promotion folders. Make sure to mark notifications@kartra.com as safe to help ensure you receive all account-related notifications and emails. 

Once you click the reset password link in the reset email, you will be given a temporary password. Please do the following:

1. Copy the password (you will need this later!) and click the “Proceed to Login” button. 
2. Log into your account using the temporary password

Change the temporary password to complete the update:

1. Navigate to “My Profile”
2. Click on pencil edit button next to the password 
3. Enter current temporary password, your new password, and security answer
4. Click “Change”

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If none of these tips help, please do not attempt to log in multiple times.

1. Please submit a helpdesk ticket using your account email and include the following information so that we can assist you:
2. Your Account Email/Username
3. The device(s), browser(s), and operating system(s) you are trying to login with.
4. A video of what you are seeing/doing when you try to log in. For screenshares, we recommend tools such as Techsmith Capture or Loom, which allow you to copy and paste the URL into your message so you can send as many as you need and there is no chance of difficulty losing an attachment.

Want to change your email? No problem! You can easily update the email address that is associated with your Kartra account by doing the following:

1. Log in to your Kartra Account
2. Click on your avatar image in the top-right corner of your account, then click on “Profile“
3. Edit the EMAIL field, and click on Save in the top-right corner
   You will be prompted to enter the answer to your security question

You cannot change your Kartra username. This is used as a unique identifier that cannot be changed by us or our users. 

If you haven’t purchased an account yet and are thinking about the username you want, please note that the word “Kartra” is a trademarked property and is not allowed as part of your username.  Do not use words in your username that could imply a relationship between yourself and Kartra.

Do you want to hide your username? This might feel somewhat complicated, but don’t worry, it’s not impossible!

There are two options for this:

1. Cancel your account and repurchase

For this route, you will need to submit a ticket to the helpdesk from your account email. Please include this information to make the process easy and efficient:  
Account Email/Username
Specify that you want to start a new account so that you have a new username and need information on how to transfer your assets to the new account.

2. Connect a custom domain to your account

Custom domains allow you to hide your username (in most instances) by using your own domain (https://yourdomain.com) instead of the default one (https://username.kartra.com). 

Resource on Domain connections: ​https://documentation.kartra.com/category/custom-domains/

Note: There are some URLs in the Kartra system that cannot be customized. These URLs are designed to be linked behind ads, buttons, images, hyperlinks, etc., and hidden from the public. Some examples are as follows:
Tracking links
Split test links
Double-opt-in confirmation links
Standard tracking links 

If you are unable to reset your password, please submit a helpdesk ticket using your account email.  Include the following information, so that we can further assist you:

1. Your Account Email/Username
2. The device(s), browser(s), and operating system(s) you are using.
3. A video of what you are seeing/doing when you try to reset your password. For screenshares, we recommend tools such as Techsmith Capture or Loom, which allow you to copy and paste the URL into your message so you can send as many as you need and there is no chance of difficulty losing an attachment.

Don’t worry, this can happen from time to time! However, we need to address this via the Helpdesk. Here are some tips to make this process a bit quicker and easier:
Email us at support@kartra.com with the subject line “IP Blocked”

In the email, include the following:
Your Account Username
Your IP address
Details about your IP and the nature of what it is. Is this your home, a hotel, an internet cafe? Something else?
A screenshot of a speed test for your computer: https://www.speedtest.net/
Email for the Kartra account you are accessing
The most recent actions you completed in Kartra before the block appeared and your account was working
Do multiple people use your IP?
A screenshot of the IP block you are seeing on your end
Do you have or are you using a VPN?

For screenshares, we recommend tools such as Techsmith Capture or Loom, which allow you to copy and paste the URL into your message so you can send as many as you need and there is no chance of difficulty losing an attachment.

Did you buy a membership or course from someone using Kartra? That’s amazing! We love to see our customers using Kartra to sell to their customers.
If you bought a product from someone using the Kartra software (and not your own subscription to Kartra), unfortunately, we won’t be able to help troubleshoot any trouble you have using their membership site or login pages.

We suggest that you reach out to the vendor directly for help! They can check your purchase details and access status.

You might be able to find their contact details by checking the information you have:
Look up your original purchase invoice in your email inbox for a phone number or contact email address
Search for a contact page or helpdesk on the website where you originally purchased the membership or course

Kartra functions as a checkout system for thousands of different businesses. If a vendor you bought from is using Kartra, you may see the Kartra logo on your receipt. However, it is not a Genesis Digital product unless it is the Kartra application, WebinarJam, or EverWebinar. The Kartra support team can only help with Genesis Digital products.

Do you need to reset your Security Question? While there is no way to do this on your own, our support team will help you with that! All you need to do is send an email to support@kartra.com from your account email address.

CRITICAL: Security Questions reset requests MUST be submitted from the email address currently attached to your account for proper ownership verification. Please use the subject line: “Reset my Security Question.”

While the Kartra user interface is only available in English, most customer-facing features are available to be edited into the language of your choice! 

For checkouts, you have the option to display in either a single language, or you can set it to display dynamically and adapt to the visitor’s geo-location. The options available for this checkout language feature are:

Afrikaans
Arabic
Bulgarian
Chinese
Czech
Danish
Dutch
English
Finnish
French
German
Hebrew
Hindi
Italian
Malay
Norwegian
Polish
Portuguese
Romanian
Russian
Slovak
Spanish
Swedish
Thai

The currency you select for your account will be used to show pricing to your customers and send purchase details to your payment processor. The currency you choose should typically match the local currency of the country where you do business! You can change this in your account Settings.

You can set your account currency in Kartra to one of 21 options:

USD United States Dollar
CAD Canadian Dollar
AUD Australian Dollar
BGP Pound Sterling
EUR Euro
CHF Swiss Franc
BRL Brazilian Real
NZD New Zealand Dollar
SEK Swedish Krona
NOK Norwegian Krone
HKD Hong Kong Dollar
SGD Singapore Dollar
DKK Danish Krone
INR Indian Rupee
PLN Polish Zloty
RUB Russian Ruble
PHP Philippine Peso
MYR Malaysian Ringgit
THB Thai Baht
MXN Mexican Peso
ILS Israeli New Shekel

If you are having trouble updating your profile, there is a good chance that an important piece of information is missing! Scroll down the page and check for any fields outlined in red, listing “Required”. Once that field is filled out, try again, enter your security answer, and you should be good to go! 

Kartra plans have different limits for Webinar presenters, attendees, and maximum duration depending on the subscription tier.

Growth
300 attendees
6 presenters
4 hour maximum event duration

Professional
1000 attendees
6 presenters
4 hour maximum event duration

Enterprise
5000 attendees
6 presenters
4 hour maximum event duration

Kartra Webinars are not included with the Starter plan.

Each Kartra plan has a fixed limit for custom domain connections. Check your account’s Billing section to see your plan and how many domains are included.

When you purchase a domain name through a domain registrar, there are typically two ways to use the domain:
As a primary name: i.e., www.yourdomain.com
As a subdomain: i.e., subdomain.yourdomain.com

You can connect both types to your Kartra account as custom domains! Both count as individual domains towards the limits of your plan.

Kartra generates a unique security certificate for each type of custom domain so you can sell products and collect lead information securely from any page hosted in your account.

For questions about managing your Kartra subscription, check out our Billing Support page.

Kartra Certified Partners are active Kartra users who offer their skills and expertise to other users!

You may decide you want or need some extra help getting started, or have a very specific project in mind beyond your own skillset. On our Certified Partners page, you will find a directory of experts that have been reviewed and approved by our team to offer their services in support of our customers.

Please note these are not Kartra employees. Therefore, Kartra cannot be held liable for any disagreements between you and any contracted professional. We always encourage you to do your own due diligence before purchasing any product or service to determine if it is right for you.

At Kartra, we take great pride in our Customer Success Team. Our worldwide staff is knowledgeable and happy to assist all members. Simply submit a support ticket through Kartra and someone will get back to you with answers and guidance. We also recommend joining the Kartra Official Facebook group where 18K+ members share insight, solutions, and feedback: https://www.facebook.com/groups/kartra