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Android & iOS Apps — Login Help & FAQ

Enter Store Address

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Where can I find my store address?

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If you can visit your store on your desktop, you already have the store address. You can get it from the address bar (the place where you enter your store name in your browser app).

This is the same address your customers will access to view your store on the web.

I am facing errors while trying to connect to my store.

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You can follow the following steps if you are facing an error after entering your WooCommerce store address and tapping the “Continue” button.

  • Make sure that you have a working internet connection. You can try opening the WooCommerce store address from your mobile device’s web browser to verify that you have a working internet connection.
  • If you can open your store address in the web browser and you are still facing an error message on this screen, you can contact our support team by going to “Help > Contact support” in the app.

I want to create a new store.

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If you don’t have a store, you need to create a WooCommerce store from your web browser. You can visit the following link for more details.

https://woocommerce.com/document/start-with-woocommerce-in-5-steps/

Enter WordPress.com Email Address (Login using store address flow)

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What is a WordPress.com account?

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The WooCommerce mobile app needs to create a connection to your website. This is important for WooCommerce stores as orders, and sales data are sent to your mobile devices. That secure connection is provided via Jetpack. Then, to install the Jetpack plugin you need a WordPress.com account.

You can visit the following link for more details.

https://woocommerce.com/document/what-is-a-wordpress-com-account/

I don’t remember my WordPress.com account.

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To recover your username or email address

If you don’t know your WordPress.com account username or email address, you can visit the following link to recover it.

https://wordpress.com/support/account-recovery/#account-recovery-form

Alternatively, you can Sign in using store credentials

If you usually access your WooCommerce store from a web browser using store credentials, you can use the same credentials to sign in into the mobile app as well. 

To enter your store credentials,

iOS
  1. Launch the app and tap “Enter Your Store Address”
  2. Enter your store address and tap “Continue”
  3. Tap on the “Sign in with store credentials” button at the bottom to enter your store credentials.
Android

If your site is hosted on WordPress.com, you should ignore the following steps and try to restore your username or email address. You can contact support by going to “Help > Contact support” in the app.

  1. Launch the app and tap “Enter your store address”
  2. Enter your store address and tap “Continue”
  3. Tap on the “Continue with store credentials” button at the bottom to enter your store credentials.

Enter Store Credentials

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Where can I find my store credentials?

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Store credentials is the pair of username and password you use to log into your WooCommerce store on the Web. If you forget your credentials, the guide below has various suggestions on how to regain your access:

https://wordpress.org/support/article/resetting-your-password/

Login with WordPress.com

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What is a WordPress.com account?

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The WooCommerce mobile app needs to create a connection to your website. This is important for WooCommerce stores as orders and sales data are sent to your mobile devices. That secure connection is provided via Jetpack. Then, to install Jetpack plugin you need a WordPress.com account.

You can visit the following link for more details.

https://woocommerce.com/document/what-is-a-wordpress-com-account/

Where do I find my WordPress.com account?

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There are two ways to find your WordPress.com email:

For self-hosted sites: You can find the account in the Jetpack section -> Dashboard -> Account connection.

Jetpack Dashboard Account connection


For WordPress.com sites: Please check the https://wordpress.com/me page for your account email details.

Account settings from WordPress.com

If you have a WooCommerce.com account and are already logged into WordPress.com, please follow the steps mentioned here to connect your WordPress.com account to WooCommerce.com.

Enter WordPress.com Password

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I don’t remember my WordPress.com password

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If you don’t remember your WordPress.com password, we recommend you to log in using the magic link login option by tapping on the “Or log in with magic link” (iOS) / ”Log in with magic link” (Android) button at the bottom of the screen.
You will receive an email to your WordPress.com registered email ID. You can tap on the link from the email to login into the WooCommerce app.

Alternatively, you can tap on the “Reset your password” button to begin the password reset process. The following document will help you.  https://wordpress.com/support/account-recovery/#password-reset-process

Open Mail to Find Login Link

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I requested a login link by email, but I can’t find the email. Why?

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Please make sure you are checking the correct email address, as shown in the app. An email might also take a few minutes before it arrives.

To which email address is the login link sent to?

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The login link is emailed to the address that is used for your WordPress.com account.

Pick Store After Entering Password

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I’m logged in, but my store does not appear in the list of sites to select. Why?

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Make sure that you can access the store from the desktop using the WordPress.com account email that you used to login into the WooCommerce mobile app.

For self-hosted site

If your site already has the WooCommerce and Jetpack plugin installed, please ensure that you have connected your WordPress.com account with the Jetpack plugin.


Please follow the following steps to check and connect Jetpack to your WordPress.com account:

  1. Access your store’s wp-admin page from a desktop. If you have the right “Role”, you can access the “wp-admin” page by entering the following URL in your desktop browser.

    [yourstore.com]/wp-admin/ 
  2. Navigate to the Jetpack’s Dashboard page. You can check find the Jetpack menu by checking the top left corner.


  3. Scroll down to the “Connections” section and check the “Account Connection”. It will look like the following if you haven’t connected your WordPress.com account.


  4. Tap on the “Connect your WordPress.com account” link and follow the instructions.

Once you have your WordPress.com account connected and authorized, you can log in again into the app, and you should be able to select your store.

No WooCommerce Store Found

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I’m logged in, but the app says it can’t find WooCommerce stores. Why is this?

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It could be one of two reasons.

  • Only WordPress.com stores, and self-hosted sites with WooCommerce and Jetpack plugins installed are displayed in the list of available options.
  • WooCommerce 3.5 or higher is required to be installed and activated on the site you’re trying to connect to. If a store does not meet this requirement, an Update to WooCommerce Required message will display.

Invalid WordPress.com Email Entered

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What is WordPress.com?

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A WordPress.com account is the passport that allows you to access WooCommerce.com and other services owned by Automattic. It is also needed to use the WooCommerce mobile app.

If you need to create a WordPress.com account, please follow the guide below:

https://woocommerce.com/document/what-is-a-wordpress-com-account/#section-3

How can I find the required email?

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Please have a look at the guide below to find your WordPress.com account email:

https://woocommerce.com/document/what-is-a-wordpress-com-account/#section-2

Jetpack Required

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What is Jetpack, and why is it required?

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Jetpack is a WordPress plugin that enables a connection from your self-hosted site to a WordPress.com account and provides a common authentication interface across disparate server configurations and architectures.

I tried installing Jetpack but got an error. What can I do?

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Please get in touch with Jetpack support on the following link:

https://jetpackme.wordpress.com/contact-support/?rel=support

Wrong Account

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The Wrong account error screen is displayed because the WordPress.com account you used to sign in is not connected to your site’s Jetpack.

How can I find the connected account email?

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Please have a look at the guide below to find your connected WordPress.com account email:

https://woocommerce.com/document/what-is-a-wordpress-com-account/#section-2

How do I connect my WordPress.com account to my site’s Jetpack?

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For self-hosted sites

Please make sure that you can access the store using your WordPress.com account. You can do this by accessing your site’s wp-admin from your desktop browser.

To connect your WordPress.com account with your site’s Jetpack, you can follow the steps from https://woocommerce.com/document/android-ios-apps-login-help-faq/#section-19.

For WordPress.com site

For WordPress.com hosted sites, the Jetpack connection will be done automatically.

Please make sure that you can access the store using your WordPress.com account. You can do this by accessing your site’s wp-admin from your desktop browser. If you still face an error message on this screen, you can contact our support team by going to “Help > Contact support” in the app.

For an Administrator who is trying to give access to other users

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You can check the Jetpack connection status of the invited users from the Users page of wp-admin.

If the invited user has Jetpack connection established, you will see the green color Jetpack logo at the end of the row. Please refer to the part highlighted using a red circle in the following screenshot.

Highlighted (red circle) Jetpack logo representing successful Jetpack connection

Not a WooCommerce Site

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You need to have the WooCommerce plugin installed on your WordPress site to turn it into a WooCommerce store.

From mobile app

The following instructions will help you to install WooCommerce plugin on your site from your mobile app.

iOS
  1. Start by tapping on the “Install WooCommerce” button from the error screen.
  2. You will be taken to the “WooCommerce Setup” screen. If asked, kindly login using your WordPress.com account.
  3. Once you reach the WooCommerce plugin page, tap on the “Install and Activate” button to start the installation process.
  4. Wait for the installation and activation to finish. After the mobile app verifies the WooCommerce installation, you will be automatically navigated inside the mobile app.
  5. If you face issues during the installation process, you can contact our support team by going to “Help > Contact support” in the app.

From desktop browser

Please follow the following steps to install WooCommerce plugin on your site.

  1. Access your store’s wp-admin page from a desktop. If you have the right “Role”, you can access the “wp-admin” page by entering the following URL in your desktop browser.

    [yourstore.com]/wp-admin/ 
  2. From the menu on the left side, select “Plugins -> Add New”.

  3. Search for “WooCommerce” and click on “Install Now” to start the installation.

  4. Once installation finishes tap on “Activate” and follow the instructions to set up your store.

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