Customer Accounts & Login

How shoppers create an account and sign in to your storefront, and which parts of it you control as the store owner.

This is the customer-facing login. Your own dashboard login is covered in Signing In.

Accounts belong to one store

A customer account is created for your store only. The same shopper visiting another Ecomplify store signs up again there. Their order history, wishlist and saved addresses are per store.

An account is required to buy

There is no guest checkout. A shopper must be signed in to reach checkout — visiting checkout while signed out sends them to the login page. Adding to cart from a product page prompts them to sign in or register.

Order history and order tracking also require signing in. There is no "track my order with an order number and email" page for signed-out visitors.

Ways shoppers can sign in

You choose which of these your store offers:

Method	Notes
Email and password	On by default. Can be switched off.
Email code (passwordless)	Off until you turn it on, and needs your store's email sending configured.
Phone by SMS	Off until you configure an SMS provider.
Phone by WhatsApp	Off until you configure WhatsApp.
Google	Button on the login page. Appears only once you add Google credentials.

You enable and order these under Settings → OTP Login in your dashboard — see Choosing how customers sign in.

One login page, one primary method

All of these methods live on the same login page. The method you ranked first in the dashboard is the primary one: its form is what a shopper sees on arrival. Every other enabled method appears underneath as an "or continue with" button — for example Login with phone, Login with email code or Login with email instead.

Tapping one of those buttons swaps the form in place, without going to another page. A shopper who switches to phone login enters their number, receives the code and types it in right there; a wrong code shows its error on the spot and clears the code boxes for another try. (Previously, choosing phone login navigated to a separate page.)

The standalone phone login page at /otp/login still works for shoppers with a saved link. If no phone or email-code method is usable, email + password stays available regardless of its switch, so there is always a way in.

Signing up with email

The shopper enters full name, email, password, ticks your terms, and completes the anti-bot check.

Rules they must satisfy:

• Password: at least 8 characters. No capitals/numbers/symbols required.
• The name field must not contain numbers. A shopper typing "House 12" into the name box gets "Fullname must not contain numbers." This is a common source of confusion.
• The terms box must be ticked.
• The email must not already be registered on your store.

Whether new customers must verify their email

The default depends on when your store was created:

• Stores created from late August 2026 require verification. New shoppers receive a 4-digit code by email (sent using your store's own email settings) and must enter it before they can sign in.
• Older stores verify new accounts automatically — the shopper is signed in immediately after signing up, with no code to enter.

You can switch either way with Require otp/email verification for new signups under Settings → Advanced in your dashboard.

If you require verification, know these limitations:

• The code does not expire on a timer; it stays valid until a newer one is sent.
• There is no working "resend code" button on the verification page. A shopper who loses the email must go through Forgot password to be sent a fresh code.

Signing in by phone (SMS or WhatsApp)

1. The shopper picks SMS or WhatsApp, enters their number, and completes the anti-bot check. The check is required here and cannot be skipped — it protects you from paying for junk messages.
2. A 4-digit code is sent.
3. They enter the code and are signed in.

Details worth knowing:

• The code is valid for 10 minutes.
• Resend is available after 55 seconds.
• A number may request 6 codes per 24 hours, and make 10 attempts per 24 hours.
• Codes are single use.
• If they wait too long on the first screen, the flow expires after 15 minutes and returns them to the start.

Phone login doubles as sign-up. A shopper whose number isn't known to your store gets an account created automatically on first successful code — no separate registration step, and no email address on file.

vorsicht

A shopper who signs in by phone and later signs up with an email address on the same store ends up with two separate accounts, each with its own order history. There's no way for them to merge these.

Signing in with an email code (passwordless)

If you've switched this on, shoppers can sign in with nothing but their inbox:

1. They choose Login with email code on the login page and enter their email address. The anti-bot check is required, just as for phone codes.
2. A 4-digit code is emailed to them. The subject line contains the code.
3. They enter the code and are signed in — all without leaving the login page.

The rules are the same as phone codes: the code is valid for 10 minutes, single use, with 6 codes and 10 attempts per 24 hours. A wrong code shows the error in place and clears the boxes for another try. There is no resend button on the code screen — to get a fresh code the shopper taps Use a different email address and sends again (a new code can go out after about a minute).

Two things set it apart from phone login:

• It matches existing accounts. A customer who registered with a password and later signs in by email code lands in the same account — no duplicate is created. A brand-new email address gets an account created automatically, just like phone login.
• The codes travel through your store's own email setup. If email sending isn't configured, this method is hidden from shoppers even when switched on.

Signing in with Google

Google sign-in uses your own Google credentials, configured in your dashboard, so the consent screen shows your store.

• Existing customers with the same email are signed in to their existing account.
• New emails get an account created, already verified.
• You can restrict sign-in to specific email domains — useful for a wholesale or staff-only store. A shopper outside those domains is refused.

Forgotten passwords

The Reset link on the login page asks for the shopper's email, then emails them a 4-digit code and takes them to the verification screen.

Entering that code signs them in. It does not show a "choose a new password" form. To actually change the password they go to My Profile and enter a new one.

So the recovery path a shopper experiences is: request code → enter code → you're in → change password in the profile page if you want to.

How long shoppers stay signed in

	Stays signed in
Normal sign-in	24 hours
With Remember me	7 days
Google sign-in	24 hours (Remember me does not apply)

Signing out ends the session on that device only, and also clears the cart held in that browser. Signing back in restores the shopper's saved cart and wishlist.

What you control as the store owner

These settings all live in your dashboard:

• Which login methods appear — email/password, email code, SMS and WhatsApp each have their own switch.
• Their order — the first enabled method is the primary form shoppers see; the rest become "or continue with" buttons. Both live under Settings → OTP Login; see Choosing how customers sign in.
• Your SMS or WhatsApp provider and its credentials.
• Google login credentials, and any email-domain restriction.
• Whether new email signups are auto-verified or must enter a code.
• Which anti-bot check protects your login and signup forms.
• Your email sending settings, which determine whether verification emails actually arrive.

Common questions

A customer says they never received their verification code. Check spam first. Confirm your store's email settings are configured and working — verification mail is sent using your own email setup, so if that is misconfigured, no codes go out. Remember there is no working resend button on the verify page; send them through Reset instead.

A customer can't sign up because of their name. The name field rejects digits. Ask them to put building numbers in the address at checkout instead.

A customer has two accounts. Most often they signed in by phone once and registered with email another time. These are separate accounts with separate history and cannot be merged.

"Email/password login is disabled for this store." You turned email + password off, so its form is no longer shown — a shopper only sees this if they submit a stale, already-open login form. They should use one of the methods now offered on the login page. Turn email + password back on if that was unintentional.

I enabled email-code login but customers don't see the option. Most likely your store has no working email sending — login codes go out through your own email provider, so the option stays hidden until that is set up on the Email settings page. Also confirm the switch is saved under Settings → OTP Login, and allow a few minutes for changes to reach the storefront.

Shoppers see the phone form first, but I want the password form (or vice versa). The first enabled method in Settings → OTP Login is the one whose form shows on arrival. Use the arrows there to reorder — the others remain one tap away.

"Turnstile not configured. Please contact site admin." You selected Cloudflare Turnstile as your anti-bot check but didn't save a secret key. Add the key or switch to another option.

A customer can browse but not add to cart. That's expected while signed out — the store prompts them to sign in first.

Can I let customers check out without an account? Not currently. An account is required to reach checkout.