How customers use customer accounts

Preview what your customers experience when they create and manage their customer account.

Last updated January 3, 2025

After you enable customer accounts or add a Digital Product, customers, donors, and members can log into their accounts to manage their information and view orders. This guide covers how customers create and manage their own accounts.

This guide focuses on customers who create accounts for online stores, but the information also applies to donors and members of member sites.

How a customer creates their account

After you enable customer accounts, your customers can create an account during checkout or by using a Sign In link in your navigation menu.

After creating an account, customers will receive a Welcome email.

Tip

You can customize this email to match your store’s brand and include important information.

Create an account at checkout

After customers enter their email, shipping, and billing information, they can check Create an account for faster checkout and create a password for their new account. Customer account passwords must be at least 10 characters.

They can also choose to save their payment information. Customers can save credit card information, but not PayPal or Apple Pay.

Customers who buy subscription products must have an account with saved billing information. If they don’t have an account, they’ll be prompted to create one at checkout.

Note

Only the last four digits of saved payment methods will display.

 

Healthy_Living__Secure_Checkout.jpg

Healthy_Living__Secure_Checkout.jpg

Create an account after checkout

After checkout, customers land on an order confirmation page where they can click a link to create a customer account. They can also review their order status page, which includes a link to create a customer account.

Enabling customer accounts adds a Sign In link in your navigation menu. Customers can use this link to create a new account or log in to an existing one. After using the link to sign into their account, the link in the navigation bar changes from Sign In to Account.

The Sign In link’s design and placement depends on your template. With templates in the Brine family, you can choose to hide the Sign In link or change its style and placement. Learn more in the Brine template guide.

Healthy_Living.jpg

Healthy_Living.jpg

Checking out with a customer account

Customers with accounts can log in at checkout by clicking Sign in below the Email field.

Healthy_Living__Secure_Checkout.jpg

Healthy_Living__Secure_Checkout.jpg

Then, they can select a saved shipping address and payment method to complete checkout faster. They can also check out with different billing and shipping details. 

Healthy_Living__Secure_Checkout.jpg

Healthy_Living__Secure_Checkout.jpg

How customers sign in and review their account

Customers can log in using the Sign In link in your navigation menu or using the View order link in an order email. If they log in using the sign in link, the link changes to Account.

If they use the order email link, a new tab or window opens where they can log into their account and view their order.

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Healthy_Living__New_Order_Confirmed__00036_-_dperson_squarespace_com_-_Squarespace_Inc__Mail.jpg

Reviewing account information

After logging into your site, your customer can review their account information by clicking Account in the site's navigation. A menu opens on the right where they can select one of the following:

  • Memberships - View and manage their memberships
  • Orders - View their orders and donations
  • Subscriptions - View and manage their subscriptions
  • Payment - View and update their billing information
  • Address - View and update shipping addresses for future one-time orders. To change the shipping address for subscriptions, customers must cancel the subscription and resubscribe using different shipping details.
  • Profile - View and update their name, password, or email address

How customers change their account email addresses

Your customers can change their email address when logged into their account, if they've verified their email. It’s not possible for you to change the account email address for a customer.

Your customers change their account email address as follows:

  1. Click Sign in to log into their account.
  2. Click Account, then click Profile.
  3. Click their current email address.
  4. In the New field, enter the new email address. 
  5. In the Confirm new field, enter the new email address again.
  6. Click Save.
  7. Watch for an email to verify the change to their new email address. Click Verify email in the message to complete the process.

The verification email is valid for 48 hours. If your customer needs more time to verify their email address, they can return to the Email panel and click Resend verification email

Helping customers change their email address

You’re responsible for providing support to your customers, including helping them with their customer accounts. For security and privacy reasons, neither you nor Squarespace Customer Support can change a customer’s account email for them.

It's not possible for your customers to delete a customer account, but site owners and contributors with Admin permissions can do so in the Contacts panel.

If you or your customers have any questions not addressed in the troubleshooting section below, please contact us.

Troubleshooting customer account email changes

If your customer has trouble changing their email address, review the following error messages and next steps:

Message Next steps
Emails do not match

This means: The email addresses in the New field and the Confirm new field don’t match.

To resolve the issue: Ask your customer to review the email addresses they’ve entered into these fields and fix any mistakes.

Email is already in use by another account

This means: Your customer entered a new email address that currently has an account connected to your site. You can find the email address in your site’s Contacts panel. It’s not possible to merge customer accounts.

To resolve the issue: Your customer can choose the account they want to use moving forward.

Email has been used previously

This means: Your customer entered a new email address that's listed in your site’s Contacts panel but doesn’t have an account.

To resolve the issue: Ask your customer to sign out of their account, then click Sign in on your site, and create a new account with the new email address. This will create two accounts, one for the old email address and one for the new. It’s not possible to merge customer accounts.

Invalid email

This means: The email address entered can’t receive messages. This is usually caused by a mistake when entering the address.

To resolve the issue: Ask your customer to review the address for typos or to enter a different email address.

Your email is not verified yet

This means: When your customer initially set up their account, they didn’t complete the verification process.

To resolve the issue: In the Email panel, they can click Resend verification email to verify their current email address. They can then follow the steps above to change their email address.

How customers change their payment method

Customers can change or add their payment method in the account menu. How they make the change depends on if their payment method is in use on an active membership or subscription.

Change the payment method for an active membership or subscription

To change the card that an active membership or subscription charges, your customers can:

  1. Log into their customer account.
  2. Click Account in the navigation menu.
  3. Click Memberships or Subscriptions, then click the membership or subscription they want to change.
  4. In Settings, click Payment method.
  5. Click Update payment method, then select a saved payment method or click Add new payment method to enter a new payment method.
  6. Click Save.

The next payment for the membership or subscription will charge to the updated card. If your customer has more than one membership or subscription, they need to repeat the steps above to update their card on each one. 

Change or add a saved payment method for future purchases

To add a payment method to their account for future use, your customers can:

  1. Log into their customer account.
  2. Click Account in the navigation menu.
  3. Click Payment.
  4. Click a payment method listed in the menu to edit the information, delete it, or set it as default.
  5. Click Add new payment method to add a new card to their account. In the Card details panel, they enter the new payment method's information. 
  6. Click Save.

This adds a new payment method to their account that they can use for future purchases. Adding a credit card in the Payment panel doesn't change the card that's charged for any active subscriptions or memberships.

How customers sign out

Customers can sign out of their customer accounts by clicking Account in the navigation menu, then Sign out beneath their name.

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How customers use customer accounts