Note: While our most popular guides have been translated into Spanish, some guides are only available in English.

Customer accounts

Customer accounts can increase repeat spending and help you build a deeper relationship with your site visitors. With this feature enabled, visitors can create accounts on your site where they'll securely save payment methods, shipping addresses, shopping carts, and online order information. 

Any visitor to your site can create a customer account, but account holders are typically customers, donors, member area members, and email campaign mailing list subscribers.

Eligibility

You can enable customer accounts if:

Customer accounts isn't available on trial sites.

Enable customer accounts

To enable customer accounts:

  1. In the Home menu, click Commerce, then click Customer accounts.
  2. Switch the toggle to ON.

Healthy_Living.jpg

How account holders log in

Your site visitors can create and sign into their accounts using an account login link on your site. This link may display automatically, depending on your site's version.

The account login link displays automatically in your site's navigation after you enable customer accounts. The link text follows your site's header styles and displays as Login or Account, depending on if an account holder is logged out or not. It isn’t possible to edit the text of this link.

To hide the Login / Account link:

  1. Click Edit in the top-left corner of your site preview.
  2. Hover over the header and click Edit site header.
  3. Click Elements, then switch the Account login toggle on.
  4. Click anywhere outside the editor, then hover over Done and click Save.

To add the link elsewhere on your site, you can manually add a link

Only some template families display an account login link in the navigation by default. Depending on your template, the link follows your navigation or link styles. The link text is either Sign in or My account, depending on whether an account holder is logged out or not. It isn’t possible to edit the text of this link.

These templates work best for customer accounts:

  • Adirondack
  • Avenue
  • Bedford
  • Brine
  • Five
  • Galapagos
  • Montauk
  • Pacific
  • Skye
  • Supply
  • Tremont
  • York

If your template family isn’t on this list, you can manually add this link.

Tip: The Brine family has more style and placement tweaks for the customer accounts link. If the Sign in / Account link isn't showing, ensure the Customer accounts link position tweak is set to any position except Hide.

Manually create a sign in link

All version 7.1 sites and some version 7.0 templates automatically create an account login link in your navigation menu. If you’re using a different version 7.0 template, or want to add this link elsewhere on your site, you can do it manually:

  1. Add a navigation, text, or image link.
  2. For the link URL, enter /account/login
  3. Save the link.

The /account/login link brings visitors to the homepage and displays the Sign In window. Unlike the built-in link, the text for a manually created account link won't change after a visitor logs in.

View all customer accounts

The Profiles panel shows all customers, mailing list subscribers, members, and donors on your site. If a profile has a customer account associated with it, it'll display a check in the Account column.

To view all customer account holders:

  1. In the Home menu, click Profiles.
  2. Click All.
  3. Click More filters, then switch the toggle beside Has account on.
  4. Click Apply.

To view only the account holders of a specific type, click Customers, Subscribers, Members, or Donors in the left panel before filtering your search.

Delete a customer account

Site owners and contributors with Administrator or Store Manager permissions can can delete an account holder's customer account from their profile in the Profiles panel

Before you begin, keep in mind:

  • You can't delete the customer account from a customer with active product subscriptions or a member of a member area with recurring membership fees.
  • Deleting a customer account deletes all payment information, shipping addresses, and billing addresses from that user's profile.
  • You can't delete profiles from the Profiles panel. If you delete a customer account, the user's profile remains, along with their order history and contact information.

To delete a customer account from a profile:

  1. In the Home menu, click Profiles.
  2. Click on the profile you want to edit.
  3. Click Delete customer account.
Tip: If the same user later creates a new customer account with the same email address, they’ll have access to their entire order history on your site.

Customize account emails

customer account holders receive the following automated emails from your site:

  • Account created
  • Reset password
  • Password updated

Depending on the account holder's profile type—customer, subscriber, member, or donor—they may receive more emails. Learn more about these emails and how to customize them in Customer email notifications.

Saved payment methods

How your users save payment methods to their account depends on your site's payment processor. Customers, members, and donors can save payment methods during checkout, or by logging into their account. If they don't have an account, they'll have the option to create one during checkout.

Tip: Only account holders can edit their saved payment information and shipping addresses. You can't edit this information on their behalf.

Stripe

If your site is connected to Stripe and not in test mode, account holders can securely save credit card payment information to their customer accounts. When viewing a saved credit card, only the last four digits of the card are visible.

Saved credit card information is stored in Stripe. If you disconnect or switch your Stripe account, account holders won’t be able to update their payment information or use saved cards connected to their account.
 To resolve this, they'll need to delete and re-save their saved payment information. If you reconnect the same Stripe account, they can once again use their saved payment methods.

Apple Pay

Since Apple Pay is built for a quick checkout experience, account holders can’t log into their account during an Apple Pay checkout. If they’re already logged in, they can complete checkout normally.

PayPal

It isn’t possible to save PayPal accounts to a customer account. If your site is only connected to PayPal, and not Stripe, the Payment area won’t appear in the customer account panel.

Help your account holders

You're responsible for helping account holders with any issues they may have when accessing their customer accounts. How you manage them and their accounts is up to you, but there are best practices you can follow to ensure your account holders have a smooth experience, like displaying contact information and store policies.

When helping account holders with their login email and passwords, keep in mind:

  • We can't help your account holders directly.
  • It isn’t possible to change an account holder's email address or password on their behalf.
  • Customers, members, and donors can only reset their password when they try to log into their account before checkout. The option to reset their password doesn't appear on the checkout page.

We've prepared information you can add to your website as a start. You can also update your policies to include this information.

Account holders who forget their passwords

I’m unable to change your password for you, but after clicking the Sign In link on the homepage, you can click Forgot password? to send yourself a password reset email. This link expires after 24 hours.

Account holders who want to change their account email address

It isn't possible to change the email address associated with your account at this time. You can create a new account using your updated email address.

Member Areas and customer accounts

When you enable and subscribe to Member Areas, we automatically enable customer accounts on your site. Visitors to your site can become members of your member areas by creating customer accounts and paying your membership fee (if applicable). From there, they'll log into their password-protected customer accounts to access the gated content they’ve purchased memberships to.

Learn more about how members create and sign into their customer accounts in How members access their customer account.

FAQ

Can site visitors check out without an account?

Yes, logging into an account at checkout is optional. Customers and donors without accounts on your site can check out as a guest.

Can I require site visitors to create an account to check out?

No. It isn’t possible to make creating an account required.

What happens when an account holder places an order or donation while logged out?

If an account holder enters the same email address at checkout, you'll see their order or donation in their profile in the Profiles panel. When that person logs into their own account, however, orders or donations placed while logged out won’t be included in their order history.

Was this article helpful?
102 out of 206 found this helpful
Customer accounts