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Troubleshooting

Common solutions for Papa Social Login issues.

Login Buttons Not Appearing

Check Script Installation

  1. Verify the script is installed in your BigCommerce Script Manager
  2. Clear your browser cache and try again
  3. Test in an incognito/private browser window

Check Provider Settings

  1. Go to Papa Social Login dashboard
  2. Verify the login providers are enabled (toggled ON)
  3. Click "Save Changes" after making any updates

Social Login Not Working

HTTPS Required

  • Ensure your store uses HTTPS (required for OAuth)
  • Check that your store URL starts with https://
  • Allow popups for your store domain
  • Try logging in with a different browser
  • Disable browser extensions that might block popups

Clear Browser Data

  1. Clear cookies and browser cache
  2. Try logging in again
  3. Test with incognito/private browsing

OTP Email Issues

OTP Emails Not Sending

  1. Check SMTP Configuration:
  2. Verify your SMTP server settings are correct
  3. Test your email provider's SMTP connection

  4. Check spam/junk folders

  5. Email Provider Issues:

  6. Gmail: Use App Password (not regular password)
  7. SendGrid: Verify API key is correct
  8. Other providers: Check SMTP settings documentation

Invalid OTP Code

  • Codes expire after 10 minutes
  • Each code can only be used once
  • Check for typos when entering the code
  • Request a new code if needed

Customer Account Issues

Duplicate Accounts

  • Papa Social Login automatically links social accounts to existing BigCommerce customers with matching emails
  • If issues persist, contact support for manual account linking

Missing Customer Information

  • Some social providers have privacy restrictions
  • Only basic information (name, email, profile picture) is typically available

General Issues

Login Buttons Look Wrong

  1. Check if your theme has conflicting CSS
  2. Clear browser cache
  3. Try a different browser

Login Process Slow

  1. Check your internet connection
  2. Verify your store's performance
  3. Test during different times of day

JavaScript Errors

  1. Open browser Developer Tools (F12)
  2. Check Console tab for errors
  3. If you see Papa Social Login related errors, contact support

Getting Help

Before Contacting Support

  1. Try the solutions above
  2. Test with different browsers
  3. Check if the issue occurs on mobile devices
  4. Note any error messages you see

Contact Information

  • Email: support@papathemes.com
  • Live Chat: Available in Papa Social Login dashboard
  • Response Time: Within 24 hours

Information to Include

When contacting support, please provide: - Your store URL - Which login method has issues (Google, Facebook, etc.) - Browser and device you're using - Any error messages - Screenshots if helpful

Quick Test

Try logging in with an incognito/private browser window first - this solves many common issues by bypassing cache and cookies.