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, 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 customers 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. You can access your contacts page by clicking on Audience in the sidebar menu.

Then, 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 — like their email or password — open their profile by clicking on their name. Then, click on "..." and Edit details or Reset their password.

In most cases, customers having login issues likely have a typo in their email address or are trying to sign in with the wrong email. Doublecheck your dashboard and confirm with the user that the spelling is correct.

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 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.

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.