Recharge not letting our staff access and Customers can't sign in

[jkjcreative]

Hi,

Is anyone else experiencing trouble accessing their Recharge app to make changes to subscriptions and orders? Our customers are also saying they can't login and when asking to get a password reset link, Recharge isn't sending one. I just tried it and nothing was sent out.

We started experiencing problems last Thursday, Dec 5.

- Shopify support already resync'd our account data to see if that works but still isn't working. 

- Our user permissions haven't changed and I can access all our other apps except Recharge

- I can't send a Recharge support ticket since I can't access my account and I haven't found a way to contact them through their site - If anyone knows a way to do that without logging in, that'd be much appreciated.

- Our admin owner is out of reach at the moment so I can't get into his account until next week to double check things, however, I'm not sure if any of the settings would effect customer accounts too

 Any insight is appreciated, thanks!

[DaisyVo]

Hi @jkjcreative 

It sounds like a frustrating situation, and I totally understand how stressful it can be when both your team and your customers are stuck. Here's what you can try to resolve the issue:

1. Check Recharge Status

• Visit Recharge’s status page at https://status.rechargepayments.com to see if they’re reporting any outages or known issues. This can help confirm if the issue is on their end.

2. Contact Recharge Support Without Logging In

• You can reach Recharge support by emailing them directly at support@rechargeapps.com. Be sure to provide as much detail as possible, including:
• Your store URL
• A description of the issue (mention both staff and customer login problems)
• Screenshots of any error messages
• The approximate time the issue started
• If email doesn’t work, try their social media channels (e.g., Twitter: @RechargePayments) to raise your concerns.

3. Test Password Reset Process

• Double-check if the password reset emails are getting filtered into spam/junk folders or blocked by email servers. Sometimes email delays can occur, but it’s worth ruling out.

4. Use a Backup Admin Account

• If another admin exists on your Recharge account (besides the owner), ask them to log in and check settings. If no backup admin exists, you’ll likely need to wait until the account owner can log in and assist.

5. Clear Cache and Browser Settings

• Sometimes app access issues are due to cached sessions. Try logging into Recharge via an incognito browser window or clearing your browser's cache and cookies.

6. Confirm Shopify-Recharge Integration

• Since Shopify support already resynced your data, ensure there are no disruptions in the Shopify-Recharge connection. Go to Settings > Apps and sales channels in Shopify to see if Recharge is properly installed and listed as an active app.

7. Workaround for Customer Access

• In the meantime, notify your customers about the situation. You can send a mass email explaining the login issue and assure them you’re working on it. Include a manual method for them to manage their subscriptions temporarily, such as reaching out via email or phone.

Possible Cause

If everything else seems fine (permissions, integration, etc.), this could be related to a backend issue on Recharge’s side. It’s critical to contact their support team directly to investigate further.

If you’re still stuck or need more help walking through any of these steps, feel free to let me know. I’ll do my best to guide you through it!

Best regards,
Daisy