Customer Account Feature is Glitchy

  • Resolved yukon4

    (@yukon4)


    3 years, 4 months ago

    We are receiving an increasing volume of emails from long-time customers who are UNABLE to log into their accounts to complete check out. They are told “invalid email” or “no such email”. They are also unable to reset the password or email. The store managers also report often being unable to FIND customers by name or by email address when using the “Search” feature in the accounts area. But – – if they laboriously scroll through the names of all their customers – they DO see the customer. Numerous customers say they are unable to login and view their order history.

    All in all it has become an increasingly exasperating experience for both customers and the store managers. I’m unable to SEE anything obviously wrong, but the frequency of these issues has increased to the point that it cannot simply be blamed on user error.

    Can anyone point us in the right direction? We cannot disable our theme – – we’d have a super UGLY website while waiting for someone to buy something and maybe or maybe not this account login glitch will occur, know what I mean? : ) The site is hosted at Pair Networks. (awesome hosting!)

    Thank you!

    The page I need help with: [log in to see the link]

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support abwaita a11n

    (@abwaita)

    Hi @yukon4,

    Thanks for the explanation. The next step here would normally be to check for conflicts between WooCommerce and your theme/plugins.

    I appreciate that you’ve highlighted this part:

    Can anyone point us in the right direction? We cannot disable our theme – – we’d have a super UGLY website while waiting for someone to buy something and maybe or maybe not this account login glitch will occur

    You should be able to do the conflict test without affecting your customers using either of the following ways:
    * Create a staging site for testing – if your host does not offer a staging site, you can spin one up using the WP Staging plugin.
    * Using the Health Check plugin – it has a troubleshooting mode where ONLY you, the admin, can see changes after disabling plugins or changing themes. The customers will not see any changes on their side. We have a guide explaining how to use this plugin: https://docs.woocommerce.com/document/troubleshooting-using-health-check/

    That said, you should be able to carry out the conflict test as explained here: https://docs.woocommerce.com/document/how-to-test-for-conflicts/

    Let us know if anything comes up.
    Thanks.

    Plugin Support abwaita a11n

    (@abwaita)

    Hi,
    We’ve not heard back from you in a while, so I’m marking this thread as resolved. Hopefully, you were able to find a solution to your problem!

    If you have further questions, please feel free to open a new topic.

    Thanks.

Viewing 2 replies - 1 through 2 (of 2 total)
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