My customer has issues logging into their account

There may be several reasons why a customer is unable to log in. They might have forgotten their password or entered an invalid email address when signing up. Below are some common reasons and solutions for login issues:

1. Customer Account Doesn't Exist

Go to the Customers page or Leads tab (Marketing page) and search for the customer to check if an account exists. If it doesn't exist, ask the customer to create an account.

2. Check if Customer Email is Valid

Sometimes, customers may accidentally create their account with an incorrect email address (for example, using @gmial.com instead of @gmail.com).

This will prevent them from receiving password reset emails and cause login issues. Here's how to troubleshoot:

• Go to the Customers page and search for the customer.
• Click on their entry and check if their email address is correct.
  
  
• If the email is invalid, you can either:
  • Edit the email address yourself by selecting the customer and clicking the Edit Customer button
    
    
    
    
  • Ask the customer to log in with the incorrect email, go to My Account > Change Email to update it.
    
    

If this is a Lead and not a Customer, you won't be able to edit the email. In that case, inform the customer of the email they used, and they can log in and change it as described above.

3. Customer Has a Guest Account

If the email looks like [e-mail], it means your store has enabled the Guest Checkout feature, and the customer placed the order using a guest account.

Alternatively, it could mean you manually added the customer, and selected "Don't Have" for the email.

In either case, this means they do not have a proper account and will need to create one.

4. Not Receiving Password Reset Email

If the customer reports not receiving the password reset email:

• Ensure the email address is correct (as explained earlier).
• Ask them to check their Spam folder.
• If the email is valid and they still haven't received it, you can manually reset the password on the Customers page by selecting the customer and clicking Edit Customer. You can set a temporary password (e.g., 123456) that they can use to log in, and then change it later on the My Account > Change Password tab.

If none of these solutions resolve the issue, please contact GoPrep Support by submitting a request or sending an email at [e-mail].

Don't hesitate to contact GoPrep's Customer Support Team for further assistance.

You can do so by submitting a request or sending an email at [e-mail].