Why are my customers receiving a login error message?

Technical Q&A
1

Hi

I am getting an error when my customers try logging in.

The error is “email was not found or password is incorrect”

When they go to reset the password, the error is “email not found”

I appreciate your suggestions.

Thanks

Karen

2

Hi,** @KMAX2 **.

Is this issue happening to multiple customers on your store, or just the one?

For the affected customer or customers, have you also checked that they have an active customer account on your store? You can check this within your Shopify admin, by going to the Customers section. When checking for their name and account, you can also take note of their email address and see if the customer is inputting the correct email address when attempting to login to your store. If the issue is only occurring for one of your customers, it may be that they’re inputting a different email address upon login, so the system doesn’t recognise them as having previously signed up for an account on your store.

Have you also tested this yourself, by creating a customer account on your storefront and seeing if you can replicate the issue that the customer is seeing?

3

Hi @KMAX2 ,

Please send your site and if your site is password protected, please send me the password. I will check it for you.

4

I read your answer . you treat very well with new person comes. I also get knowledge from your post . it is very helpful for me and, I hope it also be helpful for other visitors.

5

Thank you,** @LuisaAlexandri **, what a lovely comment! Appreciate you sharing your thoughts with us.

6

Hi Kimi
Yes I have tested it and it works fine. I wonder if it has something to do
with “no Account” under the customer view. It seems they have not
activated their account. Have you a solution to get around this by setting
each customer up or do you have your customers activate their account with
the invitation email?

7

** @KMAX2 **

If ‘No account’ shows up under the customer’s account on your Shopify admin, this means that they have yet to fully complete their account setup. If they can no longer find the initial customer invite email from you, you can send them one by clicking on the Send account invite button on the top right hand corner of the customer’s account as seen below.

From there, the customer will need to accept the invitation before they can successfully login and use their account on your store.