Hi there,
Thank you for sharing the details. I understand how frustrating this must be for your customers. To help troubleshoot, could you please clarify a few things:
- Are you using WooCommerce.com login or just the default WordPress login for customers?
- Are the affected users guest customers or registered users on your site?
- Have you made any customizations to login, registration, or password reset functionality (custom plugins, themes, or code snippets)?
Also, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:
- System Status Report which you can find via WooCommerce > Status
- Fatal error logs (if any) under WooCommerce > Status > Logs.
Please use https://pastebin.com/ or https://gist.github.com/ and share a link to that paste in reply here. Once we have more information, we’ll be able to assist you further.
Hi @shaylamarie,
I understand how frustrating this must be for both you and your customers – the password reset redirecting to wordpress.com is a clear sign that Jetpack’s WordPress.com login feature is taking over your site’s authentication.
Here’s the some fix you may try:
- Go to Jetpack > Settings > Security in your dashboard
- Find WordPress.com log in or Sign in with WordPress.com
- Disable it and save
- Test the password reset flow again
Quick workaround for affected customers right now:
- Go to Users > find the customer > Edit
- Scroll to “Account Management” > Generate Password
- Send the new password directly to them via email
This should resolve the reset loop if you’re still having issues after disabling the WordPress.com login.
Hope this helps!
Thank you for sharing the suggestions @shsajalchowdhury.
@shaylamarie, please give them a shot and let us know how it goes.
Looking forward to your update!
Hello @shahzeenfarooq. I am the web support for @shaylamarie so she asked me to respond to your suggestions.
The page we are having issues with is https://singinganewsong.com/my-account/ not the link that @shaylamarie posted earlier. That is the work around that we are currently doing.
Users can get logged into the default wordpress login with no issues, but they can’t log into the WooCommerce my account login. The WooCommerce my account log in is branded better to match the site, so we would prefer to use this.
They are registered users, so not guests. I have made no customizations to the login. I have also gone through the major plugins that normally caused issues and troubleshooted with those, and had no luck.
I also went into Jetpack and changed the default login and it made no difference on the WooCommerce my account page.
Here is the past for the WooCommerce status https://pastebin.com/V1ejsLHQ
Please let me know if you need any other info. Thank you so much for your time!
Hi @porterhomesteaddesigns, I appreciate you stepping in for @shaylamarie and sharing these helpful details. It is clear you are committed to getting this login issue sorted for the site and I am here to help make the process smoother.
To understand this better, can you confirm if the WooCommerce my account page had been working fine in the past and only recently stopped working after an update, or if this is a fresh store setup where the issue has been present from the start? This distinction will help narrow down whether we are dealing with a new configuration issue or something introduced by a recent change.
From what you described, the most common cause of users being unable to log in through the WooCommerce my account page, while still being able to log in via the default WordPress login, usually points to a conflict with plugins that modify authentication or rate limiting. These can interfere with WooCommerce’s login handler even when WordPress core login works.
I have taken a look at the system status report you shared and based on what I see, I recommend running a focused plugin conflict test. Please begin by temporarily deactivating Jetpack Protect and WP Limit Login Attempts, then test the my account login flow again to see if the issue is resolved. This will help us confirm whether one of these is blocking the login request at the WooCommerce endpoint.
Feel free to update me with how the test goes and we will continue troubleshooting together until this is fully resolved.
hello all! The WP login attempts was the one plug-in I must have missed in trying to troubleshoot. Deactivated that and everything is good to go now! Thank you so much for your help!
Superb @porterhomesteaddesigns,
Thank you for the update! I’m glad you were able to pinpoint the issue and identify the plugin causing it. Great work and well done.
If you found the quick response you received here on the forum helpful, and since you’re managing a WooCommerce site, we’d really appreciate it if you could leave an honest review here: https://wordpress.org/support/plugin/woocommerce/reviews/#new-post
