Resolving potential issues
Helpful tips and guides on how to solve or report the most common roadblocks you might encounter with Brand Homes.
Follow these short, step-by-step guides and tips to troubleshoot the following, most common issues. Additionally, find an overview of the information needed and steps to take when reporting an unresolved error.
Before you reach out
Whenever you encounter an issue with the Brand Homes content management system (CMS) please complete the below listed steps before reaching out to us.
This approach can save your valuable time, in case these steps succeed to resolve the error. Should the issue persist, these steps will help us identify and resolve the issue you're experiencing.
Log out of the Brand Homes CMS.
Try accessing the Brand Homes CMS in incognito or private browsing mode using Google Chrome or Firefox browser. This will help us determine if browser extensions might be causing the issue.
Clear your browser's cache and cookies, reload and refresh your the page several times.
Reload and refresh by pressing the following keys on your keyboard:
For Windows: F5 or Ctrl + R
For Mac: Command + R
Your error report checklist
If the problem persists after completing the above listed steps, reach out to us with the below listed information so we can help you resolve the error as quickly as possible.
Your brand name and Brand Homes CMS business partner name, you will find the name in bold on the top right corner when logged into your Brand Homes CMS account.
The email account(s) of the affected user(s).
A detailed description of the problem and the steps you took to arrive at the blocked stage. Do not forget to let us know that you have followed the steps mentioned above.
A detailed description of what you were trying to accomplish in the tooling.
Specifications of your device, operating system and the browser you are using and its version. (e.g. Mac Book Air, macOS Sequoia version 15.6.1, Google Chrome version 139.0.7258.139)
Ideally but optional, a screenshot or screen recording of the issue.
Providing all the above listed information right away will help us identify the issue and provide a solution swiftly.
Log in issues
All Zalando Partner applications such as Brand Homes CMS, zDirect or Connected Retail Orders are centralised through our single sign-on platform called Zalando Partner login.
This enables you to easily log into multiple Zalando Partner applications using the same username and password. Please be aware that changing your password will automatically log you out of all Zalando Partner applications.
Activate your account
If you just received your Brand Homes CMS access and want to log in for the first time, please follow the below listed steps.
Click on this link to open the log in page of the Brand Homes CMS.
Before you attempt to log in, make sure you click on Activate your account as shown in the picture below.
You will receive an email to reset your password, once completed you can use the new login information to access all Zalando Partner applications.
Reset your password
If you have already activated your account previously and the single-sign on solution has worked until now, follow these steps.
Click on this link to open the log in page of the Brand Homes CMS.
Make sure you have submitted your password correctly.
If the issue persists, click on Reset password. An email with a link to reset your password will be sent to your email address automatically.
Activate your account before login in for the first time.
Reset your password if your login attempts keep failing.
Missing review approval notifications
Enable content review email notifications to receive emails when your content was approved and is ready for publishing. You can adjust these settings in the Notification preferences on the Brand Homes CMS.
To change your settings follow these steps:
Log into your Brand Homes CMS.
Click the Manage notifications button.
Select Notification preferences to open the selection options.
Make your selections and go back to the main page by clicking Close.
Review request not possible
When setting up assets for your Brand Homes, make sure you are following all the steps and provide all necessary information. If a mandatory field is left blank the system will not allow you to proceed.
Missing mandatory assets will be highlighted in red.
Oversaturated or too colourful images
If your image is oversaturated and appears too colourful we recommend adjusting the colour settings to the sRGB colour profile in a photo editor like Photoshop.
Once you've uploaded the new images, please inform us, and we will promptly republish the Collection.
How to reach out to us
Partner Program and Connected Retail: Please reach out through our support form.
Wholesale partners: Email us at supplier-support@zalando.de.
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