Customer login not working

Hi @lesterfreshwater

Thanks for reaching out!

I understand that you’re unable to login to a customer account on your site and receives an invalid login details instead.

This could be due to caching. Please try to clear your browser’s cache or try another browser or in incognito mode and see if that works.

Otherwise, could you please provide us with a clear screenshot of what you’re seeing on your end? This will help us better understand your situation and address your concerns more effectively.

If you don’t already have a screenshot service installed, you can try https://snipboard.io. You can share the direct link to the image as a response to this topic.

Let us know how it goes!

Thanks for the quick response. I’ve tried clearing my browser’s cache, a different browser and incognito mode but nothing worked unfortunately.

https://snipboard.io/Sz7bwh.jpg

https://snipboard.io/Ke3DgC.jpg

This is what happens when I enter the correct login details. They’re correct for definet so I don’t know why this is occuring.

Any advice would be greatly appreciated.

Hi @lesterfreshwater

Thanks for trying the solution, though it did not worked and the issue still persisted.

Is this happening to all customers on your site or for this specific customer only?

I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

• System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
• Fatal error logs (if any) under WooCommerce > Status > Logs.

You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Once we have more information, we’ll be able to assist you further.

Hi,

I’ve ran some more tests and it seems to be a problem with only the accounts that’re registering through the website. However, those accounts I made directly through WordPress are able to log in.

I’ll paste the information in now:

Logs

2023-11-15T13:03:50+00:00 ERROR Automattic\WooCommerce\GoogleListingsAndAds\Notes\NoteInitializer::add_notes Google account is not connected.

System report

` WordPress Environment

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Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)<br>exclude-from-search (exclude-from-search)<br>featured (featured)<br>outofstock (outofstock)<br>rated-1 (rated-1)<br>rated-2 (rated-2)<br>rated-3 (rated-3)<br>rated-4 (rated-4)<br>rated-5 (rated-5)

Connected to Woo.com: –<br>Enforce Approved Product Download Directories: ?<br>HPOS feature screen enabled: –<br>HPOS feature enabled: –<br>Order datastore: WC_Order_Data_Store_CPT<br>HPOS data sync enabled: – WC Pages

Shop base: #1613 - /shop/<br>Cart: #2277 - /cart/<br>Checkout: #2287 - /checkout/<br>My account: #1851 - /my-account/<br>Terms and conditions: #2761 - /terms-of-service/ Theme

Name: Astra<br>Version: 4.5.2<br>Author URL: https://wpastra.com/about/?utm_source=theme_preview&utm_medium=author_link&utm_campaign=astra_theme<br>Child Theme: ? – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme<br>WooCommerce Support: ? Templates

Overrides: /home1/wearbea3/public_html/wp-content/plugins/woo-gutenberg-products-block/templates/notices/error.php<br>/home1/wearbea3/public_html/wp-content/plugins/woo-gutenberg-products-block/templates/notices/notice.php<br>/home1/wearbea3/public_html/wp-content/plugins/woo-gutenberg-products-block/templates/notices/success.php WooPayments

Version: 6.9.2<br>Connected to WPCOM: Yes<br>WPCOM Blog ID: 223959733<br>Account ID: acct_1NuCNeFdYSFcEH2E<br>Payment Gateway: Enabled<br>Test Mode: Disabled<br>UPE: Enabled (deferred_intent)<br>UPE Enabled APMs: card<br>WooPay: Not eligible<br>Apple Pay / Google Pay: Enabled (product,cart,checkout)<br>Fraud Protection Level: basic<br>Multi-currency: Enabled<br>Public Key Encryption: Enabled<br>Auth and Capture: Enabled<br>Documents: Enabled<br>Logging: Enabled Admin

Enabled Features: activity-panels<br>analytics<br>product-block-editor<br>coupons<br>core-profiler<br>customer-effort-score-tracks<br>import-products-task<br>experimental-fashion-sample-products<br>shipping-smart-defaults<br>shipping-setting-tour<br>homescreen<br>marketing<br>mobile-app-banner<br>navigation<br>onboarding<br>onboarding-tasks<br>product-variation-management<br>product-virtual-downloadable<br>remote-inbox-notifications<br>remote-free-extensions<br>payment-gateway-suggestions<br>shipping-label-banner<br>subscriptions<br>store-alerts<br>transient-notices<br>woo-mobile-welcome<br>wc-pay-promotion<br>wc-pay-welcome-page

Disabled Features: customize-store<br>minified-js<br>new-product-management-experience<br>product-external-affiliate<br>settings<br>async-product-editor-category-field

Daily Cron: ? Next scheduled: 2023-12-15 18:11:26 +00:00<br>Options: ?<br>Notes: 77<br>Onboarding: completed MailPoet

Sending Method: MailPoet<br>Send all site's emails with: Default WordPress sending method<br>Task Scheduler method: Action Scheduler<br>Cron ping URL: https://wear-bear.com?mailpoet_router&endpoint=cron_daemon&action=ping Action Scheduler

Complete: 15,383<br>Oldest: 2023-11-14 10:40:47 +0000<br>Newest: 2023-12-15 10:39:43 +0000

Failed: 67<br>Oldest: 2023-09-23 18:12:44 +0000<br>Newest: 2023-12-12 12:55:48 +0000

Pending: 14<br>Oldest: 2023-12-15 10:40:15 +0000<br>Newest: 2023-12-18 14:09:13 +0000 Status report information

Generated at: 2023-12-15 10:40:09 +00:00<br>`

Hi there

I’ve ran some more tests and it seems to be a problem with only the accounts that’re registering through the website

Thanks for the update. Can you test login after disabling all plugins except WooCommerce and changing the theme to Storefront or Twenty Twenty?

If it works, reactivate the theme first and check again. Then, go on and reactivate your other plugins one by one, testing after each, until you find the one causing conflict.

Let us know how it goes.

Thank you so much! I didn’t have to change themes in the end, it turned out to be a plugin called ‘All In One WP Security’, do you have any other recommendations for security plugins that won’t cause this issue? If not the problem is solved so feel free to close the ticket ??

Hey @lesterfreshwater,

I’m really glad to hear that you managed to identify the culprit!

do you have any other recommendations for security plugins that won’t cause this issue?

You can check out the Jetpack Security plugin which comprises of comprehensive WordPress site security, including real?time backups, a web application firewall, malware scanning, and spam?protection.

On the other hand, I’ll go ahead and mark this topic as resolved – feel free to?create a new topic?if you need any further help.

Also, if you have a minute, we’d love it if you could leave us a review:

https://www.ads-software.com/support/plugin/woocommerce/reviews/

Cheers!