Are your customers or members having trouble logging into your site to access their products/subscription plans?

If customers are having trouble logging into your site, here are some steps to consider:

Confirm they're using your site URL

Often, your audience might attempt to log in through Podia's main website (www.podia.com) instead of your specific site URL.

The initial action is to ensure they're trying to log in to your site.

Provide your audience with your site's URL and instruct them to use that link for logging in directly!

Note: We also have a dedicated login page for each site you can send people to!

Simply add /login at the end of your site’s URL.

Example:
Site URL: store.podia.com
Login page: store.podia.com/login

Confirm their credentials

Sometimes, individuals might try to login with a different email from the one they used to make a purchase, or they could mistype it when setting up their accounts.

Check with your customer to ensure the email address they are using matches the one linked to their account.

Confirm that it is typed exactly as it shows in your Contacts tab since the login process is case-sensitive.

You can double-check this by navigating to your Audience list and searching for a particular account. To find this, you'll click Audience, then choose Everyone.

You can now see all of the people in your audience.

Use the search bar at the top to narrow down who you are looking for. You can either search by their name or email to check if they have created an account using the right credentials:

If you need to fix any details, just access their profile by clicking on their name and from there click Edit details in the "..." button menu on the right-hand side.

Confirm they have finished setting up their accounts

If you've set account creation to occur after checkout, there might be some customers who might leave the page before finishing setting up their accounts.

If they don't finish setting up a name/password for their accounts, they won't be able to access the products they have purchased.

Simply navigate to the profile of the customer who is having issues accessing their account.

Podia shows a warning in Incomplete audience profiles to highlight that a password hasn't been set yet.

If they have an incomplete account, you can trigger an Account setup email from their profile.

Click on "..." and select Send account setup email.

Reset their password

Has the customer tried resetting their password? It's a simple process!

Option 1

They can do it directly when trying to log in to your site.

Option 2

You can set up a new password for them from your own dashboard!

All you need to do is access their profile and click on "Reset password" option from the "..." button menu on the right-hand side.

On the next page, enter a new password and hit Save!

Make you share these updated credentials with them, so they can use them the next time they log in 😊

Have them try a different browser

Sometimes, users may run into issues with a specific browser.

Here are some common browser issues your customers might run into:

They might have problematic browser extensions
Their browser's password autofill could be automatically entering an old password
Cookies and cache might be storing outdated information

Have them clear their browser's cache and cookies and try a different browser.