Android & iOS Apps — Login Help & FAQ

Enter Store Address

Where can I find my store address?

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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You can find different options for starting your new store in this guide.

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. If you’re using the Jetpack plugin on your site the WooCommerce app will ask you to login using the WordPress.com account that’s associated with Jetpack.

You can find more details in our What is a WordPress.com Account? guide.

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 use our account recovery form to recover it.

If you prefer to use the WooCommerce app without installing the Jetpack plugin, you can use the same credentials you use to sign in to WP Admin to sign in to the mobile app as well.

To connect using your store credentials:

Launch the app and tap “Login”
Enter your store address and tap “Continue”
If the app does not detect an active Jetpack connection, you’ll be asked to log in using your store credentials.

If you have trouble connecting your store to the app when signing in using store credentials, please refer to the next section for more details.

Enter Store Credentials

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Where can I find my store credentials?

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Store credentials is the 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/

The app says my username or password is wrong, but they are correct.

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The WooCommerce app needs access to your site’s WordPress login page—which it normally expects at /wp-login.php—in order to authenticate using your site’s WP Admin username and password.

First, please make sure you can log in with the same username and password at the default WordPress login page by appending /wp-login.php to your site address. Some hosting companies provided their customers with credentials to access their stores through their control panel but not through the default WordPress login page.

If you can’t log in through wp-login.php, please contact your host for assistance.

I can’t log in because the application password is disabled. What is an application password?

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An application password is a token (a series of characters) generated by a WordPress site that allows a third-party system or app to communicate with it securely via WordPress API without exposing your site credentials. For a WooCommerce store without Jetpack connected, the app requests an application password from your site to stay connected and sync your data.

If you see this error, it is possible that a security plugin or a configuration on your site blocks the application password feature. You can deactivate the security plugin on your site and try logging in to the app again. If you still need help, please contact your host for assistance.

I am an Administrator/Shop Manager, but the app showed me a user role error.

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Once the app authenticates your account, it has a process to verify your user role since it allows only Administrator or Shop Manager to manage the store in the app.

If you see this error, here are some troubleshooting steps:

Make sure your user role is either Administrator or Shop Manager on WP Admin -> Users -> Profile.
If you use any security plugin that may block access to WordPress API, please deactivate it and try again.
Try creating another account with the default Administrator or Shop Manager role if you use a plugin to edit your user role or capabilities.

I use a custom WP Admin or login page. Can I use the app?

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If you fail to log in to the app due to a custom WP Admin or login page, the app will prompt you with an alternative to retry with the web browser in the app. If you still fail to log in on the web view, please consider reverting to the default WP Admin or login page temporarily and try again.

The app showed me the “The name of each application must be unique.” error.

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This was an issue when an application password was generated for the WooCommerce Mobile app, but the process was disrupted due to some unexpected error. When you log in to the app again, your site returns this error to the app because the application name must be unique.

To resolve this issue, please go to WP Admin -> Users -> Profile, scroll down to the Application Password section, and click the “Revoke” button on the application name that looks like one of these:

com.woocommerce.android.app
com.automattic.woocommerce.ios

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In general, these are the common causes of login issues with store credentials:

Custom WP Admin or WP Login page
The application password feature was disabled
WordPress API disabled
Security plugins or settings that blocked the app from authenticating your account programmatically

If you use any security plugin that does any of those mentioned above, it is worth deactivating it temporarily and try if you can log in to the app. You may also want to contact your host to confirm if the restrictions do not come from the server settings.

Alternatively, you may want to try connecting to the app using the Jetpack plugin. If you connect to the app with Jetpack, you can see visitor stats in the app, receive push notifications for orders, and manage multiple sites with only one login using your WordPress.com account.

If you choose to go that route, you can follow the instructions in the guide below to set up Jetpack:

https://woocommerce.com/document/jetpack-setup-instructions-for-the-woocommerce-mobile-app

Once the plugin is installed and connected to a WordPress.com account, after entering your site address to connect to the WooCommerce Mobile app, you’ll be asked to log in using the same WordPress.com account that was used to connect Jetpack.

How can I revoke the app’s connection to my site?

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If you logged in to the app with your site credentials and would like it to be permanently disconnected from your site, please go to WP Admin -> Users -> Profile, scroll down to the Application Password section, and click the “Revoke” button on the application name that looks like the following:

com.woocommerce.android.app
com.automattic.woocommerce.ios

Login with WordPress.com

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What is a WordPress.com account?

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You can find more details in our What is a WordPress.com Account? guide.

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.

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

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 address. 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. You can find more information about our password reset process in our Account Recovery support guide.

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:

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/
Navigate to the Jetpack’s Dashboard page. You can check find the Jetpack menu by checking the top left corner.
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.
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 above to find your WordPress.com account email:

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

Is Jetpack Required?

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What is Jetpack?

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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. In the WooCommerce Mobile app, the Jetpack plugin is required in order to access the following features:

Push notifications for new orders, reviews, etc.
Site visitor statistics.
The ability to manage multiple stores from within the app.

You can still connect your WooCommerce store to the WooCommerce Mobile app without Jetpack. Please refer to the Enter Store Credentials section for more details.

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

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Please get in touch with Jetpack support for assistance.

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

If they do not already have their account connected to a WordPress.com account through Jetpack, you can refer to Jetpack’s Additional Users guide.

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 the mobile app.

iOS

Start by tapping on the “Install WooCommerce” button from the error screen.
You will be taken to the “WooCommerce Setup” screen. If asked, kindly login using your WordPress.com account.
Once you reach the WooCommerce plugin page, tap on the “Install and Activate” button to start the installation process.
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.
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.

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/
From the menu on the left side, select “Plugins -> Add New”.
Search for “WooCommerce” and click on “Install Now” to start the installation.
Once installation finishes tap on “Activate” and follow the instructions to set up your store.

Android & iOS Apps — Login Help & FAQ

To recover your username or email address

Alternatively, you can Sign in using store credentials

For self-hosted site

From mobile app

iOS

From desktop browser