Troubleshooting Advanced Accounts Premium Customers Cannot Log In or Register

Login and registration issues usually come from one of these areas: customer credentials, phone/email verification, OTP delivery, passwordless login, user blocking, or conflicting account settings.

Start With the Customer Account

1. Go to Users.
2. Find the customer.
3. Confirm the email address and phone number are correct.
4. Check whether the customer is blocked.
5. Check whether email or phone verification status is missing.

If Phone Login Is Enabled

Confirm the customer is entering the phone number in the expected format. If usernames were migrated to phone numbers, check whether that customer was skipped or had a conflict during migration.

If OTP Login Is Enabled

• Confirm email or SMS delivery works.
• Check the resend timer and resend limit.
• Ask the customer to wait for a new code instead of repeatedly requesting codes.
• Test OTP login with your own test customer account.

If Passwords Are Disabled

If Disabled password for login and register is enabled, customers depend on OTP. Temporarily turn this option off if message delivery is failing and customers need immediate access.

If Registration Fails

1. Disable new advanced options one by one to isolate the problem.
2. Check whether email is required or disabled.
3. Check required birthday or age limit settings.
4. Check phone verification and SMS delivery.
5. Test registration from the My Account page and checkout.

If an Admin Cannot Log In

Administrators are excluded from verification by default. If an admin login problem appears, check other security or login plugins too. Do not use customer account rules as the only explanation.

Fast Recovery Path

If customers are broadly locked out, temporarily disable the strictest account options first: passwordless login, required phone verification, and user blocking. Then test login again and re-enable options one at a time.