Customer Unable to Login
Issue
Customers report that they are unable to log in, and the "Forgot Password" function does not work.
Common Cause
In most cases, the customer has not actually created a website account.
Important Clarification:
- Having a wine club membership does not automatically create a website account.
- A website account must be manually created by the customer using the same email as their membership.
- Once created, the system will recognise their email and automatically link it to their membership and past orders.
How to Check If a Customer Has an Account
Admins can verify if a customer has a website account in Shopify:
- Open the customer profile in Shopify.
- Check the right-hand column at the top.
- If they have an online account, it will say "Has a legacy account."
- If there is no mention of an account, they have not activated one yet.
How to Resolve
Option 1: Create an Account Themselves
- Direct the customer to your website.
- Have them click the user icon (usually in the top-right corner).
- Select “Create an account” and register using the same email linked to their membership.
- Once registered, they can log in normally.
Option 2: Send an Account Invitation (Admin Action)
- Go to the customer profile in Shopify.
- Click "More Actions."
- Select "Send account invite."
- The customer will receive an email with a link to activate their account.
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