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.

This article covers what to do after a member can no longer log in. If a member asks you about a device change beforehand, see When Someone Changes Devices.

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 find their account
• Use Advanced Features to directly change member authentication information

Have the Member Find Their Account

Ask the member to tap “Help” at the top right of the member app login screen and select “Find Account”.

The member finds their account with a login method they used before: a phone number, an email address, or an external account such as LINE or Google. After verifying their identity, the member follows the on-screen steps to set up a new login method and can log in again.

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 find their account” method.