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The Customer Portal — also called the Customer Access Center (CAC) — allows your store customers to log in and view their purchase history, check order status, track shipments, and access digital downloads. It is a self-service layer that reduces customer support requests by giving buyers direct access to their order information without needing to contact you.

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What the customer portal includes

When a customer logs in to your store’s customer portal, they see:
  • Current orders — orders in progress, including fulfillment status, tracking numbers, carrier names, and tracking URLs
  • Order history — all past completed orders, with full detail on each
  • Digital downloads — access to downloadable files for any digital product purchases
  • Order details — itemized breakdown of each order including product name, variant, quantity, and price paid

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Enabling customer login

Customer login is not enabled by default. You must activate it in the store’s General Settings and connect a verified domain.
1

Open store General Settings

Navigate to your store in Sites > Stores. Click the Settings tab, then open General Settings.
2

Enable Customer Login

Toggle Customer Login to ON.
3

Verify a domain

A verified domain is required for the login portal to function. In the Settings > Domain section, enter your custom domain and complete domain verification. The customer login system uses your domain to create secure authenticated sessions. This will not work on the platform’s generic subdomain alone.
4

Customize the login navigation menu

Once enabled, a login icon or button appears in the store’s top navigation. In the builder, you can:
  • Adjust the login icon color to match your brand
  • Add additional navigation menu items with custom labels and redirect URLs
  • Set the position of the login button within the header
5

Publish the store

Click Publish to push the changes live.

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How customers log in

Customers access the portal using OTP (one-time password) authentication — they do not create a traditional username/password account. The login process:
  1. The customer clicks the login button in the store’s navigation.
  2. They enter the email address used during their original purchase.
  3. The platform sends a one-time password to that email.
  4. The customer enters the OTP to authenticate.
  5. They are taken to their order history and account menu.
This passwordless approach eliminates the common problem of forgotten passwords and reduces friction while maintaining security through email verification.

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Post-login experience

After logging in, customers see a personalized dropdown menu in the store navigation that includes:
  • Order history — a link to view all past orders
  • Logout — to end their session
From the order history view, customers can click any order to see full details. For orders that have been marked as fulfilled with a tracking number, they can see the carrier name, tracking number, and a clickable tracking URL that takes them directly to the carrier’s tracking page.

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Direct URL access

The customer portal is also accessible via a direct URL without clicking the login button in navigation: 
yourstore.com/store/account/orders
For example: shop.example.com/store/account/orders This URL can be included in order confirmation emails and shipping notification emails so customers have a direct path to their account from their inbox.

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Important requirements and limitations

Domain verification is mandatory. The customer login feature will not function without a connected and verified custom domain. Using the platform’s generated subdomain alone will not support OTP authentication. Email matching: The portal uses the email address the customer provided at checkout. If a customer used a different email for a different order, they need to log in separately with each email to see those orders. Multiple contacts with the same email: If your CRM has multiple contact records sharing the same email address, the platform uses the first-created contact for portal login. Merging duplicate contacts in the CRM prevents any confusion. Order consolidation: When a customer logs in during a browser session, the sticky contact setting consolidates orders placed in that session under the same contact. This means orders placed as a guest in the same browser session appear together in the portal under one account view. What is not included: The customer portal currently shows order history and digital downloads. It does not include a profile edit screen, saved payment methods, address book, or subscription management self-service tools. These features may be handled through separate client portal or membership tools.

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Enabling order confirmation emails

For customers to receive their download links and order details via email, the Order Confirmation Email must be enabled:
  1. Go to Payments > Settings > Notifications.
  2. Toggle Order Confirmation Email to ON.
  3. Optionally customize the email template to include your branding, a direct link to the Customer Access Center, and any other relevant information.
Without the order confirmation email, digital product customers will not receive their download links, and customers will not know to visit the portal to check their order status.
Include a direct link to the customer portal URL (yourstore.com/store/account/orders) in every order confirmation and shipping notification email. This proactive access reduces “where is my order?” support inquiries substantially.
Last modified on March 5, 2026