Customer has issues logging into their account

Sections

• Issue
• Environment
• Resolution

Issue

The customer has issues accessing their customer portal through the storefront login.

Environment

Resolution

Customer accounts are managed by Shopify and are not created automatically. The customer must create their account in Shopify following the order or use the same email address that is on file with their account when ordering. 

There are a few resolution scenarios that may resolve issues with account access and login.

Option 1 - Confirm account settings and customer account

If customers are having issues logging in or finding the store login, your store may not have accounts enabled. Recharge recommends that the Allow customers to login from online store and checkout checkbox is selected in your Shopify settings to ensure that the account option appears and the Recharge account access link is accessible.

To confirm your account settings on Shopify, follow the steps outlined in the Shopify accounts guide.

If the setting is enabled, review the customer's profile in the Shopify admin and confirm that the customer has created an account. Expand the More actions dropdown to confirm if an account exists for the customer. If the dropdown reads Send account invite the customer has not yet created an account with the store. Send the invite and prompt the customer to create their account to login. 

If the customer has created an account but is having issues logging in, confirm the account option is accessible on your storefront. In most themes this appears as a person icon in the upper right corner. If the icon does not appear, contact Shopify Support or your theme developer for further assistance. 

If the icon is visible, contact Shopify Support for further assistance.

Customers without an account can access their subscription customer portal through the link in the upcoming charge notification or by using the Need help accessing your subscription link on the login page as outlined in the Accessing the customer portal guide.

Option 2 - Confirm the Manage Subscription link is installed

If customers are able to login but are not seeing the Manage Subscription link to access their customer portal, review the Adding the manage subscription link guide to install it. 

If only some customers are unable to see the link proceed to Option 3.

Option 3 - Issue with customer account sync

Sometimes the customer will create an account using a different email from the one associated with their subscription, or they may update the account without updating the subscription details. This can cause the accounts to become disconnected.

To resolve, access the customer profile on both Recharge and Shopify and confirm the customer ID matches.

• On Shopify: Open the customer profile in the Shopify admin. Locate the customer ID at the end of the URL when accessing the customer profile. For example https://store-url.myshopify.com/admin/customers/5695712198832.
• On Recharge: Click Customers and select the customer in question. On the Customer Overview box, click the ... and confirm the External Customer ID matches the Customer ID listed in the Shopify URL.
  

If the IDs match the customer is likely experiencing another issue with accessing their portal. In this case, attempt to replicate the issue and clarify exactly where the customer is having issues. 

• If they are having issues logging in, reach out to Shopify Support.
• If they are able to login but cannot access the customer portal, gather a video or screenshots of exactly what is happening and reach out to the Recharge Support team.

If the IDs do not match, contact the Recharge Support team and provide the customer ID on Shopify and the customer profile link on Recharge. The Recharge team can update the ID connected with Recharge to resolve the issue.