I am pretty new to shopify. My customers are unable to reset their account password. It shows the message :
The email id is valid. The customers receive reset password link when I send a reset link from admin.
I tried this but it doesn’t work for me
Now having this issue too. Imported my customers from Wix and none of them can login, sign up or reset passwords
Having the same problem.
A customer who has placed orders in the past on our site is now trying to log in but they’re getting an error message “no account found with that email” when they try to re-set their password.
Account invites have been sent to this customer, but they don’t appear to work.
Note that another suggestion above indicated that somehow the account must be reactivated. How is that accomplished, aside from the customer receiving an email on their end?
It is not a viable solution to have to re-send emails to busy customers who have already ordered so that they can sign in to re-order.
Tried contacting Shopify chat customer support yesterday, and the agent indicated that it was a Locksmith app problem, but we have locksmith controlling what signed-in customers see (and have no problems so far), not whether or not Shopify recognizes an account email address that has been active in the past, and is now mysteriously somehow deactivated.
Next course of action is to search for different ways to dig into settings to somehow reactivate accounts manually. Then we will have to try and figure out how many of our customer accounts are deactivated so that we can reactivate them.
We have also reached out to Locksmith. Impossible to know how many orders we’ve lost with customers not being able to log in and giving up when they can’t get their email address to be recognized.
this isn’t ‘daft’. I’m having the same exact problem. Within the past 6 months suddenly, people who are good repeat customers can’t log into their accounts, they cant reset the password. My work around has been to disable the account and then send an invite to recreate the account. The bigger problem is I have no idea how many customers this is affecting. Not all of them tell me they have issues. Some people may just be giving up and are skipping ordering from me.
To insult your users and tell them the issues they’re having with YOUR system is ‘daft’, is beyond irresponsible.
February 2022, and this issue still exists…
We have weekly complaints from customers not being able to login with the same credentials the’ve always used. The login form throws a validation error of “form”, which if we follow Shopify’s documentation means that this is an error "used as a general error in cases where a more specific error cannot be provided”. This doesn’t help us in any way so by default we have to assume that the error is either email or password being wrong.
I can’t figure out a way to solve this. When trying to access the customerAccessToken for the customer via the API I get a “Undefined Customer” error response. Again, the most unhelpful error message ever.
It would be great from Shopify to address this issue heads on, instead of directing users to documentation
that doesn’t help or pretending the number of stores (and customers) affected by this is too small to do anything about it.
It’s now March 1, 2022 and still no real solution!
Same here. The only way to partially check into the problem is by going into my customer list and verifying that my most frequent customers are on the “active” list. The problem of course is that there is no clear list of customers who have been affected.
I went through Shopify help and the guru acknowledged that it’s a known problem, but we never arrived at a solution beyond tracking a specific customer where the issue had arisen, but they were unable to provide me with specifics on what other customers might be affected.
My hunch:
if the administrator (me in this case) manually changes the email associated with a customer account at any point, or initiates contact with the customer by manually entering a draft invoice and sending it, that’s where the problem may be. While this used to work, some kind of recent programming changes at Shopify have corrupted customer email access to their account if an "activate my account’ email hasn’t been completed for an updated/edited email address, or for a sale that was initiated with a draft invoice.
Does that make sense? I think that explains why Shopify is doing nothing about this specific issue because it is something to do with compliance that has changed around spam/unsolicited email. (if the administrator can change/update an email address without customer official email consent, it’s going against spam regulations). Again, this is just my suspicion.
Does that align with your experience at all? (i.e. have you manually changed email addresses for customers before?) The confusion is that I think it used to be fine to make those administrator address edits, but now it doesn’t work.
My solution currently is to paste the more detailed error message in one of the messages above into the liquid template so when an existing customer tries to log in, they’ll not just be told their email isn’t recognized, but instead it will let them know that they need to request a password re-set to reactivate their access. HTH
Add another store to the list suffering this problem. I’ve flagged this thread to Shopify support and instructed them it’s in their interest to ID the source of the problem, be that a change they have made, a bad app or theme-related coding issue and feedback to us.
We have 30 customers with this error now and it always seems to be account activation related. Customers who have checked out successfully and set a password are then told their account can’t be accessed. Sending an Account Activation appears to fix the problem.
We have no way of knowing how many customers are bailing out and never shopping again because of this bug.
We are also having this issue. We just moved to Shopify from another system. We had customers create all new accounts because I had heard there were a lot of issues with trying to import customer account info and signing in so none of our customers were imported. This is a very frustrating situation because our customers want to sign in to earn their loyalty points for shopping but we have had a lot that cannot. At least a dozen ladies have contacted us with this issue since we changed over just 3 weeks ago. @Shopify_77 see this thread.
Could this be related:
The only solution we’ve found so far is to check the email status against HIBP (https://haveibeenpwned.com/), and then change the customer email address if there are over 10 breaches.
Did anyone ever get an answer for this? I just activated customer accounts, and almost immediately had 2 people have an issue activating. Steps were as followed -
Customer set up their account
Customer was sent activation email - button clicks to this link, which doesn’t appear to exist (tested on my end as well) https://cheekyfishing.com/tools/emails/click/customer-account-invite/9/button/activate-account?url=https%3A%2F%2Fcheekyfishing.com%2Faccount%2Factivate%2F6553805619443%2Fb64898c2619286cde6981399ca7ff665-1675268197
Customer tries in incognito browser, etc - continued to be taken to above blank web page when trying to activate
I’ve also tried sending the activation and password reset emails, but this doesn’t resolve the problem. Can someone from @Shopify_77 assist?
I think she meant her suggestion might sound ‘daft’ or silly…not @VintageAlchemy 's concern. Maybe I misundersood.
Same issue here
which theme is this or any external app you using with shopify? how this /tools/emails/click/ link created?
the same problem
Shopify is well aware of this issue by them. Their non response speak for themselves.
extremly disappointing unprofessional support on this specific subject.
This might also come from their cloudflare configuration which they won’t tell you.
Shopify can you professionally move and stop with your frustrating clear the cache answer (we all laugh).? We should send all the customer to you, you would probably move.
we have figured out the problem, this error caused by the theme using old api
This frequently occurs when customers sign up without qualifying for account activation. If you don’t want to add them again, then you can send new account invite by creating a customer account activation link with the help of a bulk editor app or custom script. That also keeps customers from improperly resetting passwords and suffering from an email conflict for duplicate username. Hope this helps.