Customer cannot log into their account
A customer may report that they cannot access their account at various points in the customer journey.
- Recharge Checkout on BigCommerce
- Recharge Checkout on Shopify
- Shopify Checkout Integration
Recharge Checkout on Shopify
Older versions of Recharge asked customers to log in at the checkout before proceeding with processing their order.
If your checkout has a login form, your store could be using an old customer flow where customers are asked to log in at checkout. Contact the Recharge Support team to upgrade to the new customer flow, providing customers with a more seamless checkout experience.
Shopify Checkout Integration
Confirm that your Shopify settings are configured so that customer accounts are either optional or mandatory, ensuring customers have the opportunity to log in or create an account when they check out.
Reach out to Shopify’s support team if your customers are unable to access their accounts at the checkout.
Shopify customer account page
Depending on your Shopify settings, customers are sent a link to create an account after they check out. Customers must log in to their account through the customer account page on your storefront, and click the manage subscriptions link to access their customer portal.
You must configure your Shopify settings so customer accounts are either optional or manual, ensuring customers receive the invitation to set up their accounts. Customer accounts differ slightly depending on the platform you are using. See the relevant article below for more information:
- Customer accounts with Recharge Checkout on Shopify
- Customer accounts with the Shopify Checkout Integration
Shopify hosts and supports the initial customer account page on your storefront. Reach out to the Shopify support team if your customers cannot log in to their accounts through the storefront.
BigCommerce customer account page
BigCommerce hosts the customer account page customers use to review their orders. Customers can log into their customer portal and view their subscription orders using the manage subscriptions link available on the customer account page. Customers must complete their account registration to access their customer portal.
The account creation process is not automatically completed when a customer creates a subscription order. Customers must completely finish the account registration process. See Customer accounts with Recharge Checkout on BigCommerce for more information.
BigCommerce hosts and supports the initial customer account page on your storefront. Reach out to the BigCommerce support team if your customers cannot log in to their accounts through the storefront.
Get account access link
Customers can use the “Get account access” link to request access to their accounts. This link is normally added to your theme when you install Recharge. You may need to reinstall the link if you’ve made changes to your theme. See Account Access for more information.
Customers may be able to access their customer account, but cannot access the customer portal. This can happen when the manage subscriptions link is missing, or set up incorrectly.
Review Adding the 'Manage Subscriptions' link to add the link to your storefront.
Customers will often try to access their customer portal through the notification emails sent regarding their first purchase, or an upcoming order. Notifications include a tokenized URL that directs customers to the customer portal. These URLs are only valid for 24 hours and then expire. Customers should log in to their customer portals through the customer account log-in on your storefront.
You can include a quick action URL so customers can access their customer portals directly from your Klaviyo notifications. Use the Quick Actions URL builder in Recharge to ensure that links are configured correctly.
See the Quick Actions FAQ and Troubleshooting Quick Actions for more information.
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