Are your Customers having trouble logging into your site to access their Library and purchased products? Learn how you can help your Customers troubleshoot their Login.
In this article:
Customer Can't Login
If your Customer is having trouble logging into your site, consider the following steps.
Step 1. Confirm the email address
Is the email address being used to login exactly the same as the email address associated with the Customer?
Confirm with your Customer that the email address matches the email address associated with their account. Ensure that it is exactly as their email appears in your Contacts tab as the login is case-sensitive.
Step 2. Reset password
Has your Customer attempted to reset their password from your site login page?
If not, try a password reset to see if the reset email is sent to their email address. They can then proceed to reset their password and attempt to log in with their new login credentials.
Step 3. Try a different browser
Has your Customer attempted to log in with a different browser? Your Customer may be experiencing a browser or caching issue.
If your Customer has attempted to log in with a different browser, they may want to consider clearing their browser cache. Here are a few commonly used browsers and their support guides on how to clear their browser cache:
- Using Google Chrome? Read Google's Support Guide on Clearing Cache and Cookies.
- Using Safari? Read Apple's Support Guide on Removing Stored Cookies and Data.
- Using Firefox? Read Mozilla's Support Guide to delete browsing, search, and download history.
And that’s what to do if your Customers can't log in! Please vote below and let us know if you found this article helpful. We value your feedback. Thanks for being the best part of Kajabi!