Customer's username and password

Here's how you can help your customers to manage their user account credentials.

Written By Finqu Tuki

Updated at April 21st, 2022

Now and then, you might face a situation when a customer needs your help with the username or password. In this article, we'll show you where you can check the customer's username and how you can help them to change the password.


The customer's username is the email address they gave while registering a customer account to the store. You can see the customer's username by following these steps:

  1. Go to Customers > Customer accounts.

  2. Find and open the customer's information.

  3. You can see the username in the Login section on the page.


The username is always not the same as the customer's email in the basic information section. You should always check the username from the Login section.

You cannot change the username, but if the customer wants to change it anyway, you can do this:

  1. Ask the customer to register a new account to the store with the new username. You can also create a new account on the customer's behalf by going to Customers > Customer accounts > Add customer.

  2. After the new account is created, you can transfer the old orders to the new account.

Changing the password

Sometimes customers might ask you to change their password. For security reasons, you cannot change customers' passwords on their behalf, but you can always try one of the following options:

  • Ask the customer to change the password themselves using the Password forgotten feature on the store's login page.

  • Send a password change instructions email to the customer. You can do that in the Login section on customer's information.


If the customer says that they have not received instructions for changing the password, you can ask them to check the spam folder in their email account. It might be that the automated message is marked as spam by the customer's email server.