Here are three common reasons for customer auto-logout. We recommend troubleshooting in this order:
Troubleshooting Steps
- Step 1: Disable Shopify Captcha on Login Page
- Step 2: Identify and Disable Additional Apps Causing Conflict
- Step 3: Theme Support Tip
Step 1: Disable Shopify Captcha on Login Page
In most cases, the Shopify captcha is the cause of customer auto-logouts. To address this issue, please follow these steps to disable the Shopify Captcha for the login page.
To disable the Google reCAPTCHA on Shopify's login page, navigate to your Shopify Dashboard. From there, go to Sales Channels, select Online Store, then choose Preferences.
Under Spam Protection, uncheck the option labeled "Enable Google reCAPTCHA on login, create account, and password recovery pages", as shown in the screenshot.
Step 2: Identify and Disable Additional Apps Causing Conflict
Another cause of auto-logout is a conflict between app coding and the theme. If you're not sure which app is causing the problem, try disabling one app at a time to pinpoint the app that caused the issue.
To disable an additional app, you can go to the theme customization settings and disable each app until the problematic app identified.
However, some apps by default only show up in the apps list and don't appear in the theme customization section. In that case, you can contact Shopify support to help identify the problematic app.
It's also a good idea to delete any additional apps you no longer need as well.
Step 3: Theme Support Tip
If you're unable to pinpoint the additional app causing the auto logout issue, it might be due to a conflict in the theme's coding. In this case, reach out to the theme's support team. They'll likely recommend adding the latest copy of the theme to your theme library and then you may need to reintegrate the additional apps one by one.