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A customer is unable to sign in with a magic link

Find out what to check when a customer can't sign in with their magic link, and how to get them back into their account quickly.

If a customer contacts you to say they can't sign in to their eola account, it's usually because their magic link email hasn't reached them, or the link has expired. The good news is that most sign-in problems can be sorted in a minute or two.

Here are the most common reasons and what to suggest.

The email has gone to spam or junk

Some email providers filter automated emails. Ask the customer to check their spam or junk folder and add noreply@eola.co to their safe senders list or contacts, so future links land in their inbox.

If the customer has previously marked an email from eola as spam, their email provider may stop our emails reaching them. They should mark noreply@eola.co safe, to begin receiving emails again.

They're using a different email address

Some customers have more than one email address, and may have booked with a different one. Ask them to request a link using the email address they book with. If they're not sure which one that is, you'll be able to search for them using their name, or our team can find the right account for you.

The link has expired

Each magic link lasts for 60 minutes. If the customer opens an older link, they'll see a message saying the link is invalid or has expired. Ask them to request a new link and open the most recent email.

They see 'Verification failed' 

When a customer selects 'Send magic link', we run a quick security check. If they see 'Verification failed', ask them to pause any VPN, refresh the page, or try a different browser or connection.

They're signed in but not back on your widget

If a customer takes a while to open their link, they may land on their eola dashboard instead of your widget. They're still signed in, so they can open your widget in the same browser and carry on booking.

What should I check?

  1. Ask the customer to check their spam or junk folder
  2. Check they're using the email address they book with
  3. Ask them to request a new link and open the most recent email within 60 minutes
  4. If they have a mobile number on their account, ask them to tick 'Also text me a login link' so the link arrives by text as well
  5. If they see 'Verification failed', ask them to pause any VPN or try a different browser

If none of these help, contact our team at help@eola.co with the customer's email address and we'll be happy to help. We can check whether the email has been delivered and help them get into their account.

Good to know

  • Customers don't need to sign in to make a booking, so they can still book while you sort out their sign-in. Members will need to sign in to use their membership benefits
  • If a customer's email address is wrong on their account, our team can update it for you

Helpful tips:

  • Ask for a screenshot of any message the customer sees, as it helps us get to the answer quickly
  • Suggest regular members tick 'Remember me' on their own phone or computer, so they won't need a new link each time they visit
  • When you welcome new members, let them know to look out for an email from eola and add noreply@eola.co to their contacts

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