Can't login shopify app

micool66
New Member
3 0 0

I'm trying to login to shopify app but I keep getting error code 5b when I type in my details... Is there suppose to be some different page pop up when I first open the app rather than this contact details? I don't even get to put in an email or anything so this page as the first step doesn't make sense.141729223_804024247122293_5512054379209079032_n.jpg141581014_169868048249844_220320846304517499_n.jpg

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Olivia
Shopify Staff
Shopify Staff
379 34 88

Hey, @micool66!

Welcome to Shopify Community. My name is Olivia and I work here.

Thank you so much for reaching out to our network and proactively sharing those screenshots. I have to agree with you, that isn't expected behaviour. I'd like to help you troubleshoot this further, and to do so we will need to rule out a few other things first.

Let's try the following troubleshooting steps:

  1. Delete the Shopify app
  2. Update your device to the latest software available
  3. If no update is available, do a hard restart (turn device off and on)
  4. Download the Shopify app once again
  5. Log in (it also won't hurt to try a different network this time)

If the issue persists, can you please provide me with the following information:

  • Which device you are using
  • What software is running on this device
  • What version of the Shopify app do you have installed (you can typically check through your phone's App Store)

I look forward to your reply and helping you resolve this.

Warm regards,

Olivia | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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micool66
New Member
3 0 0

hi ive tried your suggestions but still not working. Please advise, not sure why this screen keeps popping up first without me even being able to type in an email

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micool66
New Member
3 0 0

I am using Iphone 8
Ios 14.4 (updated)
Version 9.6.0

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Olivia
Shopify Staff
Shopify Staff
379 34 88

Thank you so much for trying those troubleshooting steps, @micool66.

This is definitely a very odd occurrence, and could still be a local issue based on our investigation. Our devs haven't been able to replicate your experience as of yet, so we want to rule this possibility out. To be sure, can you please:

  • test this from a different device 
  • if this persists on the second device, please capture a screen recording of your log in attempt

I look forward to your reply,

Olivia | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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