If your users are experiencing difficulties logging into the mobile app, here are some steps to troubleshoot and resolve the issue:

Common Issues and Solutions

Inconsistent Email Login

Cause: If logging in with an email address works intermittently, it may be due to how the app handles non-Shopify Plus stores. For these stores, using OTP/Social login will reset the user's password every time they log in using these methods. Once the password is reset, the user won't be able to use their old email and password and will have to go through forgot password flow.

How to verify the cause?

You can try using the same email and password on the website login. If it doesn't work, then the password is reset.

Solution:

• Upgrading to Shopify Plus will enable access to multipass that enables integrating third-party logins seamlessly.

• Alternatively, we recommend disabling email/password login and keeping OTP/Social login as a primary method.

No Associated Phone number or Email

If on trying to log in with the Phone number OTP, the app asks for an email.

Cause: By default, the App will read the phone number from the account's contact details in Shopify and not the number stored in the addresses of an account. If a user placed an order on the app and provided a phone number in the delivery address but not in the account's contact details, they will have to link the phone number with email by logging into the app once.

Solution: Appbrew can enable using numbers stored in delivery address details as well. Once this is enabled, app will read the number from both contact details and delivery address.

Password flows not working

If the email password login has stopped working including reset/forget password.

Cause: Moving to Shopify new customer accounts can cause this behaviour

Solution: Get a passwordless login option enabled for the app (OTP/Social login)