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What Your Customers See When They Create an Account

Updated
Feature Availability User Permissions Time to Complete Skill Level
Philippine and US stores with customer accounts switched on (Enable customer login and registration, on by default) Your customers (no dashboard access needed) About 5 minutes to read Beginner

Summary

Overview: When customer accounts are on, shoppers can register on your storefront, verify their email, log in and reset a forgotten password. This article walks through each screen so you can answer your customers' questions. Sign-up and login use an email address and password. There's no Google or Facebook login option on the storefront.

Prerequisites:

  • Customer accounts switched on for your store. See How to Set Up Customer Accounts and Guest Checkout.
  • Your customer needs an email address they can open, because sign-up needs a verification step.

Step-by-Step Instructions

Step 1: Your customer opens the sign-up page

Shoppers can reach the sign-up and login pages from:

  • The account icon in your store's header. When they're not logged in, its menu shows Login.
  • The Register link under Don't have an account yet? on the Sign In page.
  • At checkout, when you require an account: the Login or Create an Account window with Create an Account and Log In.

Each account belongs to your store only. A shopper who has an account on another Prosperna store needs to register again on yours.

Step 2: Your customer fills in the Create an Account form

  1. On Create an Account, the customer fills in:
    • First Name and Last Name
    • Email address
    • Password
    • Confirm Password (pasting into this box is blocked, so they have to type it)
  2. The password must have at least 8 characters, with at least 1 uppercase letter, 1 lowercase letter, 1 number and 1 special character from !@#$%^&*+=. If something is missing, the form says what, for example Password must have at least 1 numeric character.
  3. If a bot check (a reCAPTCHA checkbox) appears, the customer ticks it. Register stays greyed out until they do.
  4. The customer clicks Register.

Step 3: Your customer verifies their email

After Register, the customer sees Please check your email. What happens next depends on their email provider.

Most email addresses (for example Gmail or Outlook): a verification link

  1. The page says If [their email] is new to us, we've sent it a verification link.
  2. The customer opens the email and clicks the link to verify.
  3. Then they return to your store and log in (the page has a Back to Login button).

Yahoo, AOL and similar addresses: a 6-digit code Addresses ending in yahoo.com, myyahoo.com, ymail.com, rocketmail.com, aol.com or aim.com get a code instead of a link, because these providers don't deliver the usual verification email.

  1. The page says If [their email] is new to us, we've sent it a verification code. and Enter the code below to finish creating your account.
  2. The customer types the code into the 6-digit code box. Verify becomes clickable once all 6 digits are in.
  3. If the page also shows Create a password, they type a password there. This happens when they open the page on a different device or browser from the one they registered on, or after a long wait.
  4. They click Verify. Their account is created and they're logged in straight away, landing on their account page.

If the customer opens the verification page on another device The page says We couldn't find your signup details on this device. Enter the email you signed up with to continue. The customer types their email address and clicks Continue, then follows the link or code steps above.

If the email doesn't arrive Under the message, the customer clicks Resend (next to Didn't receive the email? or Didn't receive the code?). They see If that account is awaiting verification, we have sent the message again. Please check your inbox. (link) or If there is a pending signup for this email, we have sent a new code. (code).

If the email address already has an account The page looks the same, for privacy. Instead of a verification message, the customer gets an email telling them they already have an account (Already have an account? Check your inbox for a message about that instead.). They should log in or reset their password.

Step 4: Your customer logs in

  1. On Sign In (Enter your email address and your password to access your account.), the customer types their Email Address and Password.
  2. They click Log in.
  3. They land on their account page (My Account), with My Profile, My Orders and My Product Reviews.

If the customer added items to the cart before logging in, those items move into their account's cart after they log in.

To log out, the customer opens the account icon in the header and clicks Logout.

Step 5: Your customer resets a forgotten password

  1. On Sign In, the customer clicks Forgot Password?.
  2. On Forgot your password?, they type their email under Enter email address and click Reset My Password.
  3. On Set new password, they fill in:
    • Verification Code: the code emailed to them. The page shows the address it was sent to, partly hidden (for example j***@g***.com).
    • New Password and Confirm Password: same rules as at sign-up. The new password must be different from their previous one.
  4. They click Reset My Password. When it works, they're taken back to Sign In to log in with the new password.

Resetting the password also logs the customer out of their account on other devices (for most email providers).

Verify It Worked

Success criteria:

  • After Register, the customer sees Please check your email.
  • After verifying (link) or clicking Verify (code), the customer can log in with their email and password.
  • After logging in, the customer sees My Account with My Profile, My Orders and My Product Reviews.
  • After a password reset, the customer is back on Sign In and can log in with the new password.

Troubleshooting

Common errors

  • "Passwords must match": Password and Confirm Password (or New Password and Confirm Password) are different. Retype them.
  • "Please enter a valid email.": the email address isn't in a valid format.
  • "Bot check failed. Please try again.": the reCAPTCHA check failed or expired. Tick the checkbox again, then click Register.
  • "We could not load this store. Please refresh the page and try again.": the page didn't load your store's details. The customer should refresh and try again.
  • "Registration failed. Please try again." or "Something went wrong. Please try again.": a temporary problem. Try again in a few minutes.
  • "Still loading your account details. Please try again in a moment.": the customer clicked Resend before the page finished loading. Wait a second and click again.
  • "Please create a password to continue.": on the code page, the Create a password box is empty. Type a password, then click Verify.
  • The verification email never arrives: check spam or promotions folders, then click Resend. Make sure the email address was typed correctly; if not, register again with the right one.
  • The customer can't find a login or register link: customer accounts are switched off for your store. See How to Set Up Customer Accounts and Guest Checkout.

Limitations & considerations

  • There's no Google or Facebook login on the storefront. Customers register with an email and password.
  • Accounts are per store. The same email can have separate accounts on different Prosperna stores.
  • The verification page remembers the email only on the device and browser where the customer registered. On another device, they enter the email again.
  • The Forgot your password? page says a reset link will be sent, but the email actually contains a code that the customer types on the next page.
  • If you switch customer accounts off, nothing is deleted. Customers can log in again when you switch accounts back on.

Next Steps & Related Resources

Need more help? For more information and assistance, please send an email to support@prosperna.com.

Last Updated: 10/10/2026