Why is my customer login button unresponsive on my online store?

Store Design
1

Hi.

On my store (www.athra.com), the customer login button is not working.

I am getting no response while clicking.

I did not make any changes to my apps so it’s strange that the Login button suddenly stops working.

I also tried contacting theme support (Mr Parker) and they are saying that the issue has nothing to do with the theme.

Please help.

Thank you.

John

2

It looks like a server issue. It fixed itself!

3

It looks like it’s happening again.

Please help.

4

Hey John! I’ve seen some other merchants experiencing the same problem intermittently today as well, and it seems to be related to Shopify’s reCAPTCHA service. I can’t guarantee this will resolve the problem, but you may want to try disabling Shopify’s reCAPTCHA (at least temporarily), which can be found in your Shopify admin > Online store > Preference

1 Like
5

Hi Brett, We are also experiencing this same issue. Disabling the reCAPTCHA has resolved it for now but would be grateful if anyone has more information on the root cause of this and if it is a Shopify issue or a customer fields issue? Thank you

6

Hey @MBDrew ! As far as we are aware currently, this issue is not specifically related to the Helium Customer Fields app. There have not been any recent updates to the Customer Fields app on our side, and we’ve also seen some sites (such as the original poster’s www.athra.com) where this problem has been reported and the Customer Fields app has never been used.

1 Like
7

Hey @MBDrew , I just wanted to let you know that our team has done some investigation into that and it seems that Shopify has released an update for their own reCAPTCHA systems which has introduced a new bug and conflict with the way the Customer Fields app’s reCAPTCHA functions. We have now been able to deploy a patch for this on our end which seems to have resolved this problem.

Please reach out to support@heliumdev.com to let us know if you experience any further problems with this so that we can take a further look. Thanks!

For @johncAthra or anyone else experiencing this problem and not specifically using the Customer Fields app, it may be that you have another app on your shop that is running into the same conflict, so you may need to leave Shopify’s reCAPTCHA disabled until other apps can be updated.