ReplyManager Upgrade FAQs

Let us help you get the answers you need to some frequently asked questions about the new-look ReplyManager .

Q. How do I log into my account?

For Newly Upgraded customers, click here to log in.

Users will be required to log in via the URL provided and request a new password for the account.

Q. Why are my emails not being pulled into my account?

During the upgrade process, we migrate across the credentials and configurations you have stored for your IMAP/POP accounts along with your eBay accounts.

For eBay however, we need to ‘Renew the Token’ in order to renew the connection between eBay and ReplyManager. For your IMAP/POP accounts, we recommend that you ensure the configuration is correct for receiving messages.

When this has been completed, you can choose to send via two options:

  1. ReplyManager servers or,
  2. SMTP server. You will need to configure this.

Q. I can’t find the Resolution Center or After-sale tab.

In the new ReplyManager, the ‘Resolution Centre’ and ‘After-sale’ tab have been removed.

Cases and requests can now be handled directly from within the message thread for your customers. This makes the process much simpler by centralizing all follow ups in one place.

Q. Can I continue to access my old account post-upgrade?

Unfortunately after the scheduled October shut-off date, access to the old interface will no longer be available. The upgraded account is essentially the same as the old account, but better and faster.

If you want to see both versions of ReplyManager in parallel, contact and we can upgrade your account in advance of the shut-off date.

Q. What is the cost of the new platform?

There will be no changes to your existing plan. There will be no other charges.

In the event, however, that you choose to add extra Users or Channels to your account, we will provide you with a new price to include the changes. If you want to find out more about our other packages, please feel free to contact us at