Occasionally, we have customers who return to our site who are unable to log into their accounts. The most obvious reason being customers who may have not kept a record of their login credentials, so may be trying to use an incorrect email and/or password to try to login.

Another reason may be due to the information you used to create a customer account in the first place. We’ve all heard about data breaches in the news where customer logins are stolen by bad people. If you’re one who has a habit of using the same login information from one account to the next and your login information was leaked by another company, this could negatively impact your ability to login to our site.

In either of these scenarios, there are a couple of things you can do to remedy the issue.


Reset Your Password

  • Click on the “Chat with us” button in the lower right corner of our shop site and request that we “Reset your password" on your behalf, and we’ll send you instructions on doing so.


Other Remedies

The hope is the reset password option will clear up any issue you may have. If not, here are ...

Other Things You Can Try

  • Clear your cache and cookies on your browser. After this, completely reboot the browser.

  • Try on another web browser or an incognito window.

  • When using incognito, if you are still experiencing a display issue, confirm you have disabled browser extensions as these can change how the pages look.

  • Ensure the web browser is up to date on the latest version (we don't support every browser, but we do support these ones.)

  • Try another device or on the Shopify Mobile app. Try another internet connection (example, switch to a cellular network on a phone rather than wifi.)

  • Ensure there are no pop ups being blocked in the web browser.

  • Ensure you do not have any firewalls or pop up blockers enabled on the device.

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