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April 03, 2024

What Do You Do If Your Customers Can't Log In?

Hello Heroes!

Here's a scenario: A customer purchased a product from your Kajabi site. They are thrilled to start their learning journey with you, only to discover they cannot log in to your site to access their product! 😓

Frustration abounds and they reach out to you to get it fixed quickly! Do you know how to help them?

No worries, once again the Kajabi Help Center is here to assist! 🎉

We have a full article to help ease your customer's login issues, check it out!

While login issues can be frustrating, remember the issue can easily be narrowed down and resolved. 😎

Here are the steps to narrow down a login issue:

  1. Confirm their email address! Many customers have multiple email addresses and may have bought your product using one email address, but then are attempting to login using a different email address. Check out their Contacts profile to validate which email address they used to purchase.
  2. Ensure they are using your site login page, not Kajabi's! This is a common issue we encounter! Site Customers will try to use the Kajabi login page (the one you use to work on your Kajabi site) rather than using your site login page ( ex. "yourwebsitedomain.com/login"). Only your site login page can log them in to view their library of products with you!
  3. Password Reset! If you have ensured everything is correct with steps 1 & 2, the next step would be to reset their password. They can request a password reset email through your login page, or you can trigger a password reset email to be sent to their inbox from your contacts page.
  4. Ask them to try a different web browser. If you have tried everything else, this may just be an issue with their current web browser. Have them try a new web browser, such as Google Chrome, Mozilla Firefox, or Safari.

Remember to check out the Kajabi Help Center article!

Until next time, thank you for being the best part of Kajabi!

P.S. Please note these comments go to the Help Center team, not our Support Department. Click Here to learn how to contact Support. Thank you!

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