Are members having trouble logging into your site to access their products/community?
If members are having trouble logging into your site, here are some steps to consider.
Confirm they're using your site URL
Often, customers try to log in through Podia’s main website (www.podia.com) instead of using your specific site URL.
The first step is to make sure they’re logging in from the correct place. Share your site’s URL with them and let them know they should always use that link to log in directly.
Ask your customer to send you a screenshot of the page where they’re trying to sign in.
If the page shows the Podia logo, that means they’re on the wrong login page. They should be seeing your site’s branding instead — that’s how you know they’re in the right place.
Your account has a dedicated login page you can send members 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, members and customers may try to log in with a different email address from the one they used to make a purchase, or they may have entered it incorrectly when setting up their account.
Ask the customer to confirm that the email address they’re using matches the one linked to their account.
Make sure it’s entered exactly as it appears in your Contacts tab, including capitalization, since the login process is case-sensitive.
You can double-check this by navigating to your Contacts page and searching for a particular account. Here's how:
From your home feed, click on your site name and select Admin from the dropdown menu.
From your Admin dashboard, click Audience in the sidebar menu.
Search or locate the contact having issues logging in. You can use the search bar at the top to look for a specific account by name or email address.
Click directly on their name to access their profile.
Confirm that the email address they’re using to log in matches the one they used to create their account or make a purchase.
In many cases, login issues happen because of a typo in the customer’s email address or because they’re trying to log in with a different email than the one associated with their account.
Confirm they have finished setting up their accounts
If you’ve set account creation to happen after checkout, some customers may leave the page before finishing setting up their account.
If they don’t finish adding their name and password, they won’t be able to access the products they purchased and their account and home feed.
To check whether this is the issue, navigate to the customer’s profile.
Podia displays an Incomplete warning on Audience profiles when the customer hasn’t set a password yet.
If they have an incomplete account, you can trigger an Account setup email from their profile.
Click "..." and select Send account setup email.
Help them reset their password
Customers can reset their account's password from your site’s password reset page.
To begin the process, direct them to yourdomain.com/account/password_reset/new (replace yourdomain.com with your actual domain).
On this page, they will be prompted to enter the email address associated with their account. After submitting the form, they will receive an email with a secure password reset link.
People can also access the Reset password page by clicking Reset on the login page.
Once on the password creation page, they should choose a strong, unique password and confirm it by entering it again. After successfully saving the new password, they will be able to log back into their account using the updated credentials.
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.
Additionally, encourage them to use a private browsing mode (like Incognito) and attempt connecting to a different network to eliminate potential network-specific or cached problems.
FAQs
My member's email address is not valid. How can I help them gain access?
My member's email address is not valid. How can I help them gain access?
If a member’s email address contains a typo, is no longer valid, or can’t be accessed, they won’t be able to reset their password using the standard method.
Ask the member to email [email protected] and include the email address currently associated with their account, even if it contains a typo. We’ll verify their identity before helping them update their address.
Still having issues?
If you have tried everything in this article and your customers are still having issues, don't hesitate to get in touch with us!
Send an email to [email protected] or click the messaging icon at the bottom right of the screen to send us a message, and make sure to include the following information:
Name and email address of the affected accounts
Names of the product or subscription plan the customer is having issues with
Steps you have tried
Error messages/screenshots the customer is experiencing on their end
We're looking forward to helping you! 😊