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Troubleshooting: Customer Login Issues

If a customer is unable to log in to the storefront, reset their password in Evolution X and verify that they can sign in with the temporary password.

Written by Aidee

Reset the customer’s password

  1. In Evolution X, locate the customer’s user account.

  2. Click Edit.

  3. On the user edit screen, find the Reset Password section.

  4. Toggle Reset Password on.

  5. Save the password shown in the Temporary Password field.

  6. Click Reset Password to confirm the reset.

  7. Optional: Toggle off Send Temp Password to User if you do not want the system to email the temporary password to the customer.

Verify storefront login

Visit the storefront and log in using:

  • The customer’s email address

  • The temporary password

    If you are prompted to create a permanent password after signing in, the login was successful.

Tip: When users reset their own password from the storefront, they must enter their username if one is configured. Otherwise, the password reset email will not be sent.

If the customer reports being prompted to verify they are human or encountering another security check, refer to Storefront Login Failure. These issues are not standard login failures and cannot be resolved using the password-reset steps above.

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