Customers having problems logging in to our website

Shopify Discussion
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Topic summary

Shopify store owners are experiencing recurring customer login issues, primarily involving error loops where customers cannot log in, create accounts, or reset passwords.

Common Root Causes Identified:

  • Customers subscribing to newsletters without fully activating their accounts
  • Missing account activation step after invitation emails are sent
  • Some customers receiving 404 errors when clicking account activation links
  • Issues with new Customer Accounts system causing email verification codes to be blocked by email providers
  • DNS configuration errors after migrating to new Customer Accounts

Suggested Solutions:

  • Verify customer accounts are enabled in Settings > Checkout > Customer accounts
  • Send account invitations manually to affected customers from the customer list
  • Try disabling Google reCAPTCHA in Online store > Preferences
  • Check the customers/activate_account.liquid theme file for code errors
  • Ensure DNS settings are configured correctly if using custom domains

Current Status:
Multiple merchants report the issue persists even after troubleshooting. Some have reverted from new Customer Accounts to classic accounts. The problem appears intermittent, affecting only certain customers without clear patterns. Shopify support acknowledges issues with the new verification system but has not provided comprehensive solutions.

Summarized with AI on October 25. AI used: claude-sonnet-4-5-20250929.
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Thanks for the screenshot! It’s quite odd to hear that this issue is only happening to some customers. Have you noticed any commonalities between customers who are having the same problem? For example, are they all using the same browser?

I took a look through the Shopify Community Forums to see if any other merchants experiencing similar issues have found a solution. Based on the responses in this post, it sounds like unchecking the Enable Google reCAPTCHA on contact forms option under Online store > Preferences has worked for others. I’m curious to know if this solution will also work for you, so I recommend giving it a try!

This very well may be a theme-related issue. Instances like these can be caused by an error in your theme’s code, and if this is the case, it’s likely an issue with your customers/activate_account.liquid file. Which theme are you using? Is it a Shopify-developed theme, or a third-party theme? If this is a free Shopify theme, I’d be happy to have our Themes team take a look into this.

Looking forward to your update!

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