Customer Log In Error

  • Resolved Michael1950

    (@michael1950)


    1 year, 8 months ago

    I posted this in the Fixing WordPress forum and someone suggested I should post it here…

    I have a customer who purchased one of our courses, but is unable to log in to the website, receiving the error message: “Unknown email address. Check again or try your username.”

    The site uses woocommerce and learndash, and has been functional for four years. We have never had a similar issue with new customers.

    The customer created a username with the same email address as their registered email address. Registration level is woocommerce customer. I was able to log in to the site from an incognito browser window using their username and password, so I’m sure their problem is not a typographical error.

    I don’t know the customer’s server configuration except that they do have dynamic IP.

    I’m thinking the problem is not in wordpress, but I’m not sure what steps to verify that assumption, or how to determine and correct the customer’s issue.

    The page I need help with: [log in to see the link]

Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Support omarfpg a11n

    (@omarfpg)

    1 year, 8 months ago

    Hi @michael1950,

    This is certainly unusual. This problem would indicate there’s a problem entering the email address; however, if you’ve already confirmed the credentials work, maybe a third-party plugin for security could be blocking them. Do you have any such plugin or feature? It’s worth reviewing this.

    This isn’t much of a WooCommerce issue, but rather a WordPress or a very specific geolocation or security issue, or possibly even a typing error! But we’ll be happy to assist you in learning more! Do you also have a screenshot of the customer trying to log in? That can also help to diagnose the issue.

    Thanks!
    -OP

    Thread Starter Michael1950

    (@michael1950)

    1 year, 8 months ago

    “Do you have any such plugin or feature? It’s worth reviewing this.”

    The site is on a litespeed server with litespeed plugin installed, has wordfence security plugin installed, and uses cloudflare free version, all of which have been in place for four years. Within the last year we also added cloudflare turnstyle, and a custom rule within cloudflare WAF to restrict traffic to only US and Canada. None of the security features in place prevented me from using the customer’s login credentials successfully.

    “Do you also have a screenshot of the customer trying to log in? That can also help to diagnose the issue.”

    I’ll work with the customer to see if they can provide me with such a screenshot.

    I appreciate your assistance.

    carolm29 (woo-hc)

    (@carolm29)

    1 year, 8 months ago

    Hey, @michael1950!

    I’ll work with the customer to see if they can provide me with such a screenshot.

    All right, please share it when you can 🙂

    To confirm a few things:

    • Do you know where this customer is located?
    • Do you know if they tried different browsers/devices/internet connections?

    Looking forward to your reply.

    Have a wonderful day!

    Thread Starter Michael1950

    (@michael1950)

    1 year, 8 months ago

    I’m waiting to hear back from them on the screenshot.

    This customer is located in a rural area outside Safford, AZ.

    I don’t know if they tried different browsers or devices. I’m pretty sure they have only one internet service provider. I’ll incorporate these suggestions in my next communication with them.

    In a previous communication they said that they had a similar problem in the past where the email address was used as a username and the solution at that time that resolved the problem was to change the username. They were under the impression that this was caused because their isp uses dynamic IP addresses, but many/most people have dynamic IP. I did offer them the option in my last email to them that we could try changing the username as a troubleshooting step.

    Plugin Support Rajesh K. (woo-hc)

    (@rajeshml)

    1 year, 8 months ago

    Hello @michael1950,

    Thanks for keeping us updated on the situation.

    Please feel free to share the screenshot and any further updates when you receive them. We’ll be happy to help you troubleshoot further.

    Cheers!

    Thread Starter Michael1950

    (@michael1950)

    1 year, 8 months ago

    I eventually talked with the customer on the phone. It turns out that they had been trying to log in somewhere besides our website. Once I got them to the log in page on our website, their credentials worked just fine. It’s amazing how difficult it is for us to imagine that level of technical challenge in another person.

    ckadenge (woo-hc)

    (@ckadenge)

    1 year, 8 months ago

    Hi @michael1950,

    I’m glad to hear that you were able to resolve your login issue with the customer over the phone and guide them to the correct login page on our website.

    Indeed, it can sometimes be challenging to understand the technical difficulties someone else might be facing. It’s a good reminder for us to always be patient and empathetic in helping our customers navigate through these challenges.

    If you have a few minutes, we’d love if you could leave us a review: https://ww.wp.xz.cn/support/plugin/woocommerce/reviews/

    Cheers.

Viewing 7 replies - 1 through 7 (of 7 total)

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