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.
8

Hey, @TheDeskManager !

Ash here from the Shopify team. Welcome to the Shopify Community!

I’m sorry to hear you’re experiencing issues logging into the Shopify Mobile App. I’m happy to help out. If you scroll up on this post, you will see my initial reply to the original forum post. That reply included a number of troubleshooting steps to take that will usually resolve this issue. Can you please go through those steps and let me know how it works out for you? If the first 3 steps don’t resolve the issue, then as stated in step 4, please reply to this post to let me know and include a screenshot of the error you’re getting, as well as what device and software version you’re running.

Looking forward to hearing back, and I hope these steps allow you to log in through the mobile app!