What Should I Do If a Member Can No Longer Log In?

Overview

Members may become unable to log in if an authentication factor, such as their phone number or email address, changes. This can happen when they change devices or carriers.

In this case, you can recover login access by directly changing member authentication information from Advanced Features.

Members may also become unable to log in when the available login methods are changed and the member does not have information registered for the new method.

There are two ways to handle this:

• Recommended: Have the member update their login method
• Use Advanced Features to directly change member authentication information

Have the Member Update Their Login Method

Ask the member to open the help link on the member app login screen and select “Update Login Method”.

The member enters the email address for the previous account and follows the on-screen verification steps. After verification, the required update steps are displayed.

Use Advanced Features to Directly Change Member Authentication Information

From “Menu” → “Admin” → “Advanced Features” → “Change Member Information”, you can directly edit the member’s phone number or email address.

⚠️ Before changing authentication information, always verify the member’s identity directly.

If the login method is set only to an external authentication method such as Google or LINE, the member must use the “Have the member update their login method” method.