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Written by: Meredith Last updated: 22 Apr., 2026 |
If you're unable to open or use the B12 Editor to make changes to your website, a few common issues may be preventing you from accessing it. This article covers the most likely causes and how to resolve each one.
You're not logged in, or you're logged in to the wrong account
The B12 Editor is only accessible when you're signed in to the correct B12 account.
- Go to b12.io and sign in with your credentials.
- If you're already signed in but still can't access the Editor, sign out first at b12.io/accounts/logout, then sign back in.
Note: If you've forgotten your login information, use the password reset flow to regain access.
Your browser is caching an older version of the page
A browser cache stores temporary copies of web pages to load them faster. Sometimes, a stale cache prevents the Editor from loading or displaying correctly.
- Clear your browser's cache and cookies.
- Reload the page and try opening the Editor again.
Tip: Opening the Editor in a private or incognito browser window is a quick way to test whether caching is the issue, without clearing your full browser history.
Your subscription payment is overdue
If a payment on your B12 subscription has failed or is past due, access to the Editor may be restricted until your billing is resolved.
- Go to your billing settings and check for any outstanding payments or failed charges.
- Update your payment method or complete any outstanding payments to restore access.
Visual Edit is not toggled (B12 3.0)
If you're on B12 3.0 and clicking your website preview doesn't do anything, Visual Edit may be turned off. Visual Edit is a point-and-click editing tool that lets you make changes directly on your website preview. It must be enabled before you can click on and edit elements.
To enable Visual Edit:
- Open the AI Agent chat in your B12 dashboard.
- Click
Visual Edit - Click any element on your website preview to open its settings panel in the left sidebar.
Once Visual Edit is on, you can edit:
- Text — Update headings, body copy, and button labels. Adjust typography settings like font, size, and alignment.
- Images — Crop, replace, or generate new images. Add alt text for accessibility.
- Style — Change colors, fonts, and visual effects sitewide, or adjust the background and text color of a specific section.
- Forms — Edit form titles, automated emails, and post-submission behavior.
Note: Any changes you make are previewed instantly but aren't applied to your live site until you click Save.
For full details on using Visual Edit, see Left sidebar editing in B12 3.0.
Still can't edit your website?
If none of the steps above resolved the issue, contact the B12 support team:
- Email: hello@b12.io
- Live chat: Available directly from your B12 dashboard