Solved

Anyone else keep getting logged out constantly.

JustinNJ
Explorer
65 1 59

It seems to just randomly log you out.

 

Accepted Solution (1)
Trevor
Community Moderator
3406 463 991

This is an accepted solution.

Thank you for letting us know this is still occurring. Our support is limited in the Community as we cannot authenticate your account, so contacting Shopify Support is your best option. By contacting support, they can log the details of your issue and escalate as needed. If it is a part of a larger issue, then the details of your issue and the store information will help them isolate the issue and work towards a fix. 

As there are several replies in this thread, I will be marking my reply as a solution for visibility purposes for any new viewers, but by no means, am I suggesting this issue is resolved. 

Trevor | Community Moderator @ 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

View solution in original post

Replies 110 (110)
JPHB85
Pathfinder
101 0 244

I have an open chat with one that understands what is happening, and I continue to forward new messages like these to him to prove it is still happening.

Jane_Bartel
Tourist
8 0 12

I just got logged out trying to leave this message! 

JPHB85
Pathfinder
101 0 244

It definitely seems to be getting worse these past couple days. It had slowed down for a few days, but it's back with a vengence.

LoraineIreland
Excursionist
22 0 35

Still happening - has happened to me maybe 5 times this morning.  

Marc86
Tourist
3 0 2

Any luck with this yet? I am so tired of this issue. very frustrating

JPHB85
Pathfinder
101 0 244

I currently have an 'escalated' chat with Shopify. They say the are still working on it, but also made a comment that I interpreted as 'it's not the end of the world, you can deal with it until we get to it... we have more important things to do.'

The more people that tell Shopify they are annoyed (via actual support ticket), the better.  Just be sure to say you know that it is a 'known issue' - happens across all devices and browsers, etc. Basically you KNOW it is not you, and that troubleshooting will not help.

Screenshot 2024-02-28 at 5.34.01 PM.png

GracieJ
Excursionist
11 0 4
No. Not at all.
chrissutts
Excursionist
12 0 18

I've been trying to resolve for weeks it's hopeless. Just getting worse every day. Logged out every ten minutes @Shopify. Pretty sure no one at Shopify has ever been in business and understands the time impact of this crap. more like Flopify right now.

JPHB85
Pathfinder
101 0 244

I am 100% positive none of them have been in business. The decisions they let their developers make for us make zero sense and always complicate things more for us.  They clearly don't use their platform since they prioritize 'clean dashboards' over easy to use ones.

chrissutts
Excursionist
12 0 18

Quite extraordinary that @Shopify are tagged in mutiple times and will be across all threads in this chat however there is zero response from them. Missing in action. Not exactly 'customer focused' or whatever bollocks they profess to be!

GokhanCaliskan
Shopify Partner
1 0 0

Same here. Its annoying . Does it have any connection with app on phone ?

JPHB85
Pathfinder
101 0 244

they tried to give me the 'solution' of using the app in the meantime. I said anyone who is actually running a shop cannot use the app as their main platform.

GracieJ
Excursionist
11 0 4
Same. I started a ticket. And when they asked for troubleshoot, I sent them a copy of this thread and others. Haven’t heard back.
chrissutts
Excursionist
12 0 18

You won't. They are bloody hopeless. Im runing three store fronts and all are loggin me out constantly, its a total nightmare. Shopify dont give a shit.

Marc86
Tourist
3 0 2

Hello @Shopify Can you please fix this issue - Or at least update your customers that you are trying to resolve it? Any update would be apperciated.

 

Jody_Webb
Excursionist
24 0 8

This has been happening for us in multiple stores since around January. Multiple laptops, desktops, and mobile devices. Forces a log-out, click the login button, Cannot be Found, back out, manually type in Admin.shopify to pull down history and go back to the login page, click login again, "authenticating your connection" page, the account page pops up for a few seconds, and then finally back in shop.

And it's happened to me like 4 times today. Having to re-edit products and re-load order pages in the middle of trying to fulfill them. Oof.

Trevor
Community Moderator
3406 463 991

This is an accepted solution.

Thank you for letting us know this is still occurring. Our support is limited in the Community as we cannot authenticate your account, so contacting Shopify Support is your best option. By contacting support, they can log the details of your issue and escalate as needed. If it is a part of a larger issue, then the details of your issue and the store information will help them isolate the issue and work towards a fix. 

As there are several replies in this thread, I will be marking my reply as a solution for visibility purposes for any new viewers, but by no means, am I suggesting this issue is resolved. 

Trevor | Community Moderator @ 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

IdealBham
Excursionist
38 0 13
so seriously now I have to go into Shopify again and re-log this? This is
super frustrating. Please fix this issue. I will go now and re-enter the
issue as a problem.
JPHB85
Pathfinder
101 0 244

This should absolutely NOT be the 'accepted solution' as it is no solution at all.  You do not need account access.  It is obviously happening to MANY people - I would assume many many many more than are on this forum because most people don't know about it.  You could at the very least.  The solution would be to AT LEAST publicly acknowledge that it is a larger issue WHICH IT IS. And provide updates since your chat team is essentially useless and tells most people it is their fault... which it is not.

GracieJ
Excursionist
11 0 4
This is the response I got a few days ago from the ticket I created:
Just a quick update, we are now working on this with our Development Team, and to guarantee the best possible resolution, we kindly request your patience as we dedicate the necessary time to review the issue diligently.

andrewsanderson
Tourist
4 0 10

@Trevor You can see that many of us have reported the issue. It is a known issue but there isn't a solution. Perhaps you could escalate this internally as there seems to be no movement on this issue when reported by your paying customers. From here it feels like the issue isn't being taken seriously

SheiyahMarket
Tourist
5 0 8

This is the response I received after insisting a phone call with someone twice. I don't believe that shopify has a phone number for customer service but I was trying to make a point. This response took me talking to 6 different advisors, most of them promising an update in an email, but I never received anything. Not sure what is going on, but they are having me record the X-request-ID for them every time i get kicked out. I also am not able to test their theory to whether or not multiple users on the same account is the issue, due to our work routine. We have been working with multiple people logged in to the same account since we have started our online store and never had an issue before. 

 

"I'm a Specialist from Technical Support. First off, we hope you're doing well!
 
We have received your feedback regarding the recurring issue of unexpected logouts from your admin account. Acknowledging the importance of uninterrupted access to your store's admin for the smooth operation of your business, we sincerely appreciate your patience and understanding as we address this matter.
 
After discussions with our Internal Teams and Developers regarding the logout challenge, we have identified a minor system update as the primary cause. Our team is dedicated to collaborating on a long-term solution to rectify this issue.
 
We are inquiring whether the login credentials for the account are shared among multiple users. If so, we recommend changing the account password and limiting access to one user at a time for a specific period. This method will help us monitor if unexpected logouts persist."

chrissutts
Excursionist
12 0 18

I love how they always say, 'hope your doing well' - no we aren't doing well coz we are spending all day every day dealing with this issue, re-doing our work which keeps getting lost, losing sales and pulling our (very limited in my case) hair out. They can stick that comment where the sun don't shine.

 

Limiting access to one user at a time is simply moronic for any online based businesses where everyone is using shopify in some capacity. They just do not understand what owning a business is like.

Jane_Bartel
Tourist
8 0 12

Multiple users is not the issue, I am a single user and I am constantly being logged out and as with all of us this has been going on for weeks. Ugh. 

Jody_Webb
Excursionist
24 0 8

Both of my shops that are having this issue are also Single-User shops - one has a test user account but we don't really use it at all so it isn't logged in / is not relevant.

JustinNJ
Explorer
65 1 59

This is not a solution.

bubblewrapptoys
Tourist
5 0 15

Maybe, just maybe, instead of wasting product development and engineering resources redesigning the mobile app visuals, y'all should actually spend time fixing things that are an issue. This has been an issue for 6+ months and no one, literally no one, from Shopify (a multi-billion dollar company) seems to have this prioritized or see it as a legitimate issue. It's a joke. No one wants or is asking for mobile app redesigns, new widgets, or font colors... we're asking for the tools we pay for to work as they should considering we pay all month for a service that... wait for it... doesn't work all month.

 

Logging us out randomly, multiple times  a day, during our service hours is horrific. Get it together man.

 

Y'all have not provided a real solution and the fact that it's some sort of api issue between your system and Cloudflare is just comical.

TracyLynn
Visitor
2 0 4

We Shopify users PAY to use this platform and the fact that this is going on for over a month with ZERO communication from Shopify is DISGUSTING!! I cannot bulk edit anything for it logging me out and not saving. This needs to be PUBLICLY dealt with and FIXED! Shopify support has been gaslighting people pretending its fixed when it is in fact NOT! There was no warning of these widespread "updates" and we are getting logged out in the middle of projects. It is costing me time and money to pay my employees to redo tasks multiple times because they are not saving due to being logged out.

GracieJ
Excursionist
11 0 4
Anyone try this? Latest reply to my ticket suggested using Firefly as a browser.
bubblewrapptoys
Tourist
5 0 15

Does not work. We're also not swapping browsers because of a change the service provider (Shopify) has made that has created in effect, ZERO improvements. The product is worse. The service is worse. The functionality is worse. This issue is rampant, has existed for months, and they just continue to ignore it. I wonder if we said things like "lawsuit" or even crazier "class action"... if that would get someone's attention. The product is getting worse, the bot-service for customer service chat is garbage, and the prices aren't worth what we're actually getting in return.

 

The irony of this current message is we were logged out of our account WHILE we were typing this. Clicked into the next tab to see an update and *boop* you've been signed out. Imagine if we were this awful at our jobs or provided such miserable customer service... none of us would have a business.

Marc86
Tourist
3 0 2

I'm with you on this..

It's getting bloody ridiculous. 

andrewsanderson
Tourist
4 0 10

A really smart fix would be for shopify to grasp the nettle, stop throwing nonsense fix suggestions out there, roll back their changes to give us a stable platform and then to implement changes ONLY after thorough testing

JPHB85
Pathfinder
101 0 244

I suggest EVERYONE contact Shopify support directly and tell them you are having this issue.  They are now giving me these BS messages about how their forum is 'monitored' and I should stop sending all of your messages to them.  So flood them with your problems.

 

Just make it clear that it is NOT on your end.  And ask them to escalate it because you know that it is a known issue.  Be adamant that you have changed nothing about what you have been doing for YEARS.  Also do not accept anything as a solution like 'changing browsers' or 'using the app'.  They need to fix this, it is not acceptable.

 

Here is the BS they just gave me:

Screenshot 2024-03-09 at 8.06.35 AM.png

chrissutts
Excursionist
12 0 18

Just went through this (again) today,  this is the response i got this time (no timeframes, no commitments, just 'we're working on it' )

 

Earlier we were talking about a recurring issue on your store which you are being logged out on your account whenever you are using it and mentioned that this is not an isolated case since this is also happening to others that is why I have checked with our support team and here and was able to get a response that the developers are already working on it as they want to improve the platform for the betterment of the everyone specially you as our merchant.

 

djfire
Visitor
1 0 0

Same issue here, constant random log outs on all computers, trying to do big jobs at the minute is very hard, hope this gets fixed soon.

JPHB85
Pathfinder
101 0 244

It has been solved for me. Shopify said they found and fixed the problem, but that if you share logins and the other person 'logs out' it will likely log out everyone.  I share my login with my mom, but neither of us log out and we haven't had an issue for the past two weeks.

teekay05
Excursionist
25 0 47

apparently, they can 're-index' store admins to reduce or eliminate this issue. as per the convo i had with my support request below.

 

<support respond quote>

Here's what I've checked on my end, when you log into the Shopify app on your phone with the same account as your browser, it appears to trigger an automatic logout from the browser. This mechanism likely serves as a security measure to prevent simultaneous access from multiple devices.

To address this concern, you may consider the following steps:

Prior to beginning your tasks on the browser, make sure to log out of the Shopify app on your phone. This action should help preserve your browser session without any disruptions.
After completing your tasks on the browser, you can proceed to log back into the Shopify app on your phone.

To extend my assistance from this issue, I will re-indexing your store admin as this may help you resolve access issues to the admin/dashboard and Online Store issues for your customers. Reindexing can take some time to run. While 4 hours would be the minimum to wait to see results, we would recommend allowing up to 48 hours to see the full effect.

<support respond end>

 

why is there a need for such dumb feature to restrict access for the same administrative log in and kick the other out? you have the desktop dashboard, you have mobile app, people choose different platforms to tackle different tasks, at the same time sometimes. i can be working on a incoming product update on my desktop version, at the same time, i too can be up and about talking to customer and needing to check on some product details on the shelves.

 

WTF shopify.

Eliran_Milo
Shopify Expert
6 0 1

The marking of this comment as "SOLUTION" is mis leading. This is not a solution.

Eliran Milo
Q-Biz | eCommerce Agency
https://q-biz.co.il

sd123
Tourist
3 0 17

I tried one of their recommended solutions of creating another admin account and am still getting logged off randomly. 

 

They keep changing the products tab layout also.  They've moved the "bulk edit, set as draft, set as active" buttons at least 3x very recently.  These multiple unnecessary changes that Shopify has made in the recent months with the available and on hand issue for example has affected my business detrimentally.  

bubblewrapptoys
Tourist
5 0 15

The nonsense product updates are job-keepers. Someone someplace gets to keep a job because their product update is approved and an engineer got to push the code. Meanwhile, none of those things are things we've asked for or care about. Willing to be 99.9% of all users were satisfied with the appearance and functionality previously (this latest update is miserable and has added unnecessary clicks to the existing process). It'd be great if they actually prioritized an issue plaguing tens of thousands of merchants, but no... we get new sales displays and font colors. 😞

bhh
Shopify Partner
70 0 106

Yes, and the previous move put it back next to the select all box - WHERE IT WAS AND WHERE IT **bleep** BELONGS - and now they've moved it to the right side of the page - more scrolling......

bhh
Shopify Partner
70 0 106

Everthying Shopify has done in the last year has added time to my workflow - more pulldowns, clicks, scrolls, typing "f" every **bleep** time I want to search for something.  Every Admin page, the home page, bulk edit ( and after acquiring marketplace connect they fucked that up ) they have "updated' has been a complete disaster with pages of complaints - their response "we can't change it".  In reality, they have SLOWLY reverted the pages to their previous functionality ( i.e. when they actually worked )  Their development team needs to be fired - their ONE job is to streamline our workflow, not add to it.

teekay05
Excursionist
25 0 47

i was literally logged out pressing the upvote button on your thread, "please select and account to log in". MF shopify. i fully understand the frustration of us keeping our workflow fast, efficient, and chop chop. but shopify developers/designer seem to think, 'oh hey, here's a nice and cool looking feature i can use to bump up my portfolio'. before they get fired, please do and exit torture for these lil sh*ts.

this auto log out / time out sh*t is getting ridiculous, i was working on a product addition, had a customer inquiry in between, then continue working, "you are leaving the site, stay/leave?" F*CKKKK!!!!!! all edits gone. piece of sh*t shopify developers/designers.

zyla999
Shopify Partner
13 0 6

Happens to me constantly. It so so annoying as I am working on a store upgrade and I get kicked out every 30 - 60 min.  I can't believe Shopify hasn't addressed the issue yet. 

chrisngrod1
Excursionist
12 0 9

There's no real solution to this?

 

Every computer we have.  Multiple browsers.  Doesn't matter if incognito mode or not.

chrissutts
Excursionist
12 0 18

None mate. So fkn annoying. But 'they're working on it' .... which i think is code for we might work on it, at some point, if we can be bothered and nothing else takes priority for our developers like moving another fricken button for the fourth time this quarter so no one knows where it is anymore and business critical things like that..#frustrated

zeusammon
Shopify Partner
1 0 0

Is anyone else being logged out of other services at the same time? I seem to be kicked out of Google, Shopify, Amazon sessions, and experience sudden cookie/tracking issues with Cloudflare services. I know Shopify seems to be powered by Google networks, but I don't understand the additional issues with Amazon and Cloudflare... It's not a cookie problem. It's not my ISP. It seems to be an issue with these services.

Jane_Bartel
Tourist
8 0 12
I am not seeing this problem anywhere except on Shopify and it continues to drive me crazy.
chrissutts
Excursionist
12 0 18

Yep its a cluster fk.

here is my latest dialogue with shopify help around a solution. So Shopify help send me a link to detail about the developers work - but the lin doesnt work for me or shopify. They do wish me every success with my business though...if i still have one before i go mad. #igiveup

 

 

  • Chris Sutton
    2:53 pm

    Thanks for replying but it gives me little or no confidence - i've been running these stores for years and Shopify changes so much every week its becoming a total nghtmare. I can live with all that crap but getting logged out all day is going to lose you customers. Just read the forums. Wheres the urgency? what's the timeframe to fix?
    cheers
    Chris

     

  •  
    3:02 pm
    Hi Chris,
     
    Thank you for sharing your feedback with us and indeed this happening can cause serious things on our store and if I only have the knowledge on it then I will definitely help you immediately but as what mentioned that the developers are already working on it which you can see updates in here.
     
    You will see the progress on it so I highly suggest you to check on it from time to time.
     
  • Chris Sutton
    8:35 am

    that link doesnt work, it says unable to sign in when i put my username in...

     
     
     

 

  • 1:30 pm
    Hi Chris,
     
    Thank you for reaching out again for this matter, as per checking indeed the link isn't working even on my end but rest assure that this is being handled by our developers as we are speaking and please allow them more time to fix this happenings.
     
    Thank you again for reading through this email. Feel free to reply if you need further assistance and we promise to get back to you as soon as we can. Getting the support you need and deserve is our priority. We wish nothing but success to your business!
Shay
Shopify Staff
2945 457 605

Hi @chrissutts 

 

Thank you for also joining this thread and for sharing your feedback and experience with our support team about this. I am very sorry to see that your support interaction was far from ideal and I do want to make sure that you, and the other merchants having this issue, are getting the support they need. 

 

Our developers are investigating a known issue with some accounts being logged out and sent back to the login screen from their admins via desktop browser. This issue does not appear to affect the mobile app, so for those who are having this problem you may find that easier to use in the meantime. 

 

If you have created a ticket regarding this issue and it was not escalated to our technical team for further support please feel free to share that ticket number with me here. For any merchants still facing this issue and who do not have a ticket escalated to our technical team please follow these steps to ensure you are getting the required support:

 

Please connect with our live chat support team through our Shopify Help Center. Open the AI chat and type "Contact Support" to get started. 

Once connected with an agent please feel free to provide this recap of the issue so they can expedite this:

 

Hi! I was redirected to contact support from the community forums: https://shopify.link/lrDP. I am experiencing an issue with having my account logged out repeatedly, and I have been informed that this is a known issue and I should have my account escalated to technical support for further assistance. 

Shay | 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