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, individuals might try to log in 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 Contacts page and searching for a particular account:

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.
If you need to fix any details — such as their email if there's a typo — open their profile by clicking on their name.

Then, click "..." and select Edit details.

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.

Double-check the customer’s email address in your dashboard and confirm with them that they’re using the exact same email address when signing in.

Confirm they have finished setting up their accounts

If you've set account creation to occur after checkout, there might be some customers who 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 "..." and select Send account setup email.

Reset their password

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

Direct customers to the password reset page on your site (yourdomain.com/account/password_reset/new) and guide them to follow the prompts to update their password.

People can also access the Reset password page by clicking Reset on the login screen.

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.