Account email changed or does not match across systems
Quick answer
When the app account, login account, and checkout / contact record point to different emails, the user may be visible in admin but still fail login or password reset. Treat this as an identity sync issue, not a normal password issue.
Platform
iOS, Android, Web
Area
Account & Login
Related system
Auth Provider, Clerk, GHL, Stripe
Symptoms
If any of these match, this article is for you.
- User is visible in Barterloo admin but login says the email is invalid.
- Password reset fails for the app / admin email.
- Auth provider shows another primary email.
- GHL / order cache shows the same contact associated with multiple emails over time.
- User says they paid with one email but login expects another.
Step-by-step solution
Support team checklist
- Collect the exact email used for checkout.
- Collect the exact email entered on login.
- Search Barterloo admin.
- Search the auth provider.
- Search GHL / contact / order cache.
- Compare app user ID, auth user ID, and payment / contact ID.
- Repair or align the email in the source of truth before asking the user to retry.
Customer-safe reply
- Tell the user the account may be connected to a different email.
- Confirm we are checking the account record and will help align it.
- Do not say the account “doesn’t exist” until app DB, auth, and payment / contact records have all been checked.
If it still does not work
- Escalate to identity repair if user IDs differ across systems.
- Document the repair action in the support log so future tickets can reference it.
Was this article helpful?
Still need help?
Send us a quick form. We'll prefill what we already know about this article.
Related articles
Login or password reset email did not arrive
Check the email address used at signup, then look in spam, promotions, and any secondary inboxes. If the reset email still does not arrive, contact support so we can verify the account is connected correctly.
“Email not found” or “my email isn’t valid” after signing up
This usually happens when checkout, the app account, and the login system do not all have the same email yet. Try resetting the password with the exact email used at checkout. If that fails, support needs to check the account sync.
Misspelled email or duplicate accounts
If an email was misspelled or you accidentally have two accounts, support can review and correct the account record. Do not create more accounts until support has checked yours.
“This account needs multi-factor sign-in…”
This is an account / authentication configuration issue. Contact support rather than repeatedly reinstalling the app — we can adjust the setting on your account.