Why can't I login to my Shopify app on Android?

Shopify Apps

Topic summary

Login failures on the Shopify Android (and some POS) app are reported, including error loops back to the login screen, generic “an error occurred,” “failed to log in (code 5b),” and “you don’t have access to this store.” A few users also can’t select the correct store when multiple shops share the same email. Screenshots were shared to illustrate errors.

Suggested troubleshooting from Shopify support:

  • Verify the correct email and exact .myshopify.com store URL (note: if only one store is tied to the email, the app may not ask for a URL).
  • Reset password, update device OS and the Shopify app, and try again.
  • If unresolved, uninstall/reinstall the app; then provide a screenshot, device model, and OS version for escalation. POS = Point of Sale.

Outcomes so far:

  • Some success after uninstall/reinstall.
  • One fix: correcting an email domain mismatch (gmail.com vs googlemail.com).
  • One user’s custom domain wasn’t linked; support requested the .myshopify.com URL and desktop login test.
  • A few report the issue resolved later without changes; others still stuck in login loops. A proposed factory reset was advised to some but is disputed by users.

Status: Mixed results; no single root cause identified. Shopify is escalating individual cases via email with requested diagnostics; several users still await resolution.

Summarized with AI on January 12. AI used: gpt-5.
22

Hey, @Jack_olson !

Thank you for the screenshot and for letting me know your custom domain name. When I try to visit the domain snapnchargeit.com, it appears that the domain is not yet linked to a Shopify site. Could you please reply back and let me know your full .myshopify.com URL? Also, could you please try logging into your account on a non-mobile browser to see if you’re able to gain access?

@niascosmetics , welcome to the thread, and also to the Shopify Community! I’m sorry to hear you’re also having some issues logging into your account. From the screenshot you shared, it appears that you may not have access to the shop you’re trying to log into. Are you the Account Owner of that shop, or are you a staff member? Also, have you been able to log into the account in the past?

Looking forward to hearing back from you both!