How did you fix your mobile app?
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.