This article will help you choose how new customer accounts in your TronShop are activated
When a customer creates an account in your shop, the account can be active straight away, after the customer confirms their e-mail address, or only after you approve it. You choose this on the User Access page.
Where in admin: Settings → Advanced Settings → User Access
On this page
- Choosing the activation mode
- What each mode does
- Activating an account manually
- Registration during checkout
- How the shop protects customer accounts
- Answering customer questions
- Need help?
Choosing the activation mode
- Go to Settings → Advanced Settings → User Access.
- In the Account activation section, select one of: Automatic activation, Email verify activation or Manual Activation.
- Click Save.
The mode applies to accounts created from now on. Accounts that already exist are not changed.
PLEASE TAKE ATTENTION
To change this page you need Manage settings access (see Users and roles in TronShop admin). With View settings access you can see the page but not save it.
What each mode does
| Automatic activation | Email verify activation | Manual Activation | |
| After registering, the customer sees | “Your account was automatically activated.” | “Please check your e-mail and activate your account using the activation link.” | “Your account will be manually activated.” |
| E-mail to the customer | Yes, a registration e-mail | Yes, with an activation link | No e-mail |
| Signed in after registering? | Yes, straight away | No. They are signed in when they click the activation link. | No |
| Can sign in when | Immediately | After clicking the activation link | After you activate the account |
| If they try to sign in too early | – | “E-mail address hasn't been confirmed yet. Please check your e-mail and confirm the address by clicking the verification link.” | “E-mail address hasn't been confirmed yet. Please contact our support team for confirmation and account activation.” |
| Good for | Shops that want the fastest sign-up | Shops that want to be sure the e-mail address is real | B2B shops that approve every customer |
EXAMPLE
You sell only to business customers and want to check every company before it can order. Choose Manual Activation. New customers register, see “Your account will be manually activated.”, and you activate each account after checking it. In this mode the sign-in message tells customers to contact “our support team”, which means you, so expect these requests.
Activating an account manually
With Manual Activation (or when a customer cannot find their activation e-mail) you can activate an account yourself:
- Go to Customers and open the customer.
- Open the Persons tab and click the person.
- In the person’s details, Email confirmed shows Not confirmed. Click the edit button.
- Tick Email confirmed and click Save.
The customer can now sign in. The shop does not send them an e-mail about this, so let them know yourself. You need Manage customers access to do this.
Registration during checkout
Depending on your Registration Mode (see TronShop – Purchase Without Registration), customers can create an account while placing an order. The activation mode applies here too:
- Automatic activation: the order is placed and the customer is signed in.
- Email verify activation: the order is placed, but the customer is not signed in. They receive an e-mail and must confirm their address first.
- Manual Activation: the order is placed, but the customer is not signed in and receives no activation e-mail. They can sign in after you activate the account.
If a customer who is not signed in tries to create an account at checkout with an e-mail address that already has an account, the order is not placed and they see: “We couldn't complete your registration. Please log in or use password reset.”
How the shop protects customer accounts
To stop strangers from finding out which e-mail addresses have an account in your shop, the account forms give the same answer whether the address is known or not:
- Forgot your password? The customer always sees that a reset e-mail was sent. The e-mail actually arrives only if that address is known to your shop. The reset link works once and is valid for 2 hours. With Email verify activation, setting a new password through the link also activates an account that was still waiting for its e-mail confirmation.
- Registration with an address that already has an account: the customer sees the normal “Registration completed” page, but no e-mail is sent and the existing account is not changed. The customer should use Forgot your password? instead.
- Complete registration (for customers who ordered without registering): the customer always gets the same answer. The e-mail is sent only to addresses that ordered without registering and have no account yet. The form for setting the password opens only from the link in that e-mail; it cannot be used to set a password on an existing account. The link works once and is valid for 1 day. If the link has expired or was already used, the customer sees “We couldn't complete your registration. The link may have expired — please request a new one.”
For extra protection against bots on these forms, you can also turn on Google reCAPTCHA in Settings → Integrations → Recaptcha V3.
Answering customer questions
| The customer says… | Most likely reason | What to do |
| “I registered but got no e-mail.” | They already have an account with that address, or your shop uses Manual Activation (no e-mail is sent). | Ask them to use Forgot your password?. With Manual Activation, activate the account as described above. Also ask them to check their spam folder. |
| “I ordered and created an account, but I am not signed in.” | Your shop uses Email verify activation or Manual Activation. | Email verify: they should click the link in the e-mail. Manual: activate the account. |
| “I cannot sign in: e-mail address hasn't been confirmed yet.” | The account is not activated yet. | Ask them to click the activation link, or activate the account yourself. With Email verify activation they can also use Forgot your password?: setting a new password activates the account. |
| “Forgot password says the e-mail was sent, but nothing came.” | There may be no account with that address (for example, they ordered without registering), or the e-mail is in spam. | Check in Customers whether the address exists. If they ordered without registering, they should use Complete registration. A reset link that is older than 2 hours or was already used no longer works; they should request a new one. |
Need help?
If customers report problems with registration or sign-in that this article does not explain, send us the customer’s e-mail address and the time they tried.
HIRE AN EXPERT!
You can hire a PromoTron expert to help you set up registration and customer access in your shop. If you have any questions, Contact our Support Team.
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