When a customer has trouble logging in, a few basics will help you sort it out quickly. For step-by-step instructions you can share with a customer, see How to Login to GrownBy and Reset Your Password.
Checking a customer's sign-in method
Go to Customers in your dashboard and open the customer's detail page. Their sign-in provider is listed with their contact details.
This shows how the customer set up their account:
- If it says Email, they sign in with their email address, using either their password or a code emailed to them.
- If it says Phone, they sign in with a text code, and can also have that code emailed to the address on their account.
- Google and Apple are also available options. Those customers sign in using the Google or Apple buttons on the sign-in screen.
When a text code doesn't arrive
Codes are delivered over the cell network, so they can be slow to arrive (or not arrive at all) when the customer has weak signal. If a customer isn't getting their code, the first thing to check is whether they're somewhere with good cell service.
If their account has an email address saved, they don't have to wait it out. The code screen offers Email my code to that address, which sends the same 6-digit code by email instead. A customer whose account was created with a phone number can also start from the email address on their account and be emailed a code that way.
When a customer keeps having trouble
If a customer has ongoing problems, or wants to sign in with a different phone number or email address than the one on their account, the GrownBy team can change a customer's sign-in method for them.