Can't login from frontend

  • Unknown's avatar
    usmaninspiry · Member ·

    Hi,

    My name is Usman and I am a Happiness Engineer at InspiryThemes.com. InspiryThemes.com has multiple WordPress Theme available at ThemeForest.net used by several thousand people around the globe.

    We recently received two similar cases where the users are not able to log in from the frontend login feature using our theme. When I asked for further details about the hosting they told us that the hosting is from WordPress.com.

    Upon asking for FTP login details they also mentioned that WordPress.com doesn’t provide FTP access.

    So, I would like to request you to take a look at this video where you can see the occurrence of the error in the console while I try to log in. The theme works very well on a normal hosting platform with a stand-alone WordPress.org installation.

    One of the client’s website is https://stanza.house which is hosted on WordPress.com.

    Thank you,

    Usman Ali Qureshi

  • staff-zinnia · Staff ·

    Hi Usman –

    Thanks for writing to us. They are correct as FTP is not part of the managed hosting environment on WordPress.com. Instead, what the user could do is simply add you as a contributor to the site so you can help them further.

    https://en.support.wordpress.com/user-roles/

  • staff-zinnia · Staff ·

    Yikes! I just saw re read the question and saw the video linked (more coffee please!) Let me take a look at that and talk with our team that works with the business plan and I will get back to you here.

  • staff-zinnia · Staff ·

    Alright. This happens because WordPress.com sites use Jetpack’s SSO feature by default, which disables the local site login in favor of WordPress.com’s. Please instruct the site owners to contact us and we can make a change for them.

  • Unknown's avatar
    usmaninspiry · Member ·

    Hi Liz,

    Thank you very much for digging through the problem. I will definitely instruct the owner as you said.

    I would like to suggest that you should make the changes on a permanent basis in Jetpack’s SSO feature so it doesn’t bother any other clients in the future if possible.

    So, please let me know if it is possible to fix this issue on a permanent scale or do we have to guide our clients to contact you guys to get the change to have it working.

    Thanks

  • kokkieh · Staff ·

    Hi there,

    What change exactly do you want to be made? Jetpack SSO in this case is working exactly as it’s designed to work.

    If your theme override the default WordPress login, and the theme’s login page is incompatible with Jetpack SSO, it’s ultimately your responsibility to inform people who use your theme this incompatibility exists and that they’d need to disable this feature before they install the theme. We have no control over how your theme works, and have no way to test every one of the thousands of themes and plugins out there to provide our users of a list of every one that’s potentially incompatible with default WordPress.com settings.

    We will not remove a security feature enabled on all WordPress.com sites, because your theme has a non-standard feature that clashes with it. We’ll disable SSO at the request of individual site owners only, and only after we’ve explained and they’ve accepted the risks associated with such a change.

  • Unknown's avatar
    usmaninspiry · Member ·

    Hi Kokkieh,

    I think you have misunderstood my last response.

    I never meant that a security feature in Jetpack should be disabled just for our theme and ultimately it is a risk for everyone using Jetpack and your hosting I totally understand it. I just meant if it is something small enough to do but if not then we can definitely make changes in our theme to add it’s compatibility with Jetpack’s SSO feature.

    Would you be kind enough to share any guide you have which can give us a direction about Jetpack SSO and how to make our theme compatible with it?

    Thanks

  • Unknown's avatar
    usmaninspiry · Member ·

    Nevermind, I found the information and its support here.

    You can still share any other information or guide required for its compatibility or support.

    Thanks

  • kokkieh · Staff ·

    Thanks for clarifying.

    Unfortunately I cannot advise you on how to make your theme’s login page compatible with Jetpack SSO, as I’m not a developer. And we only provide end-user support for owners of WordPress.com sites here, not for Jetpack itself.

    Please see the Jetpack developer documentation at https://developer.jetpack.com/?search_for=wpapi-hook&s=sso for the hooks and filters available for this feature. If you have questions about using those you can try asking in the GitHub repository at https://github.com/automattic/jetpack where a Jetpack developer might be able to advise you, or else https://wordpress.stackexchange.com/ might be a good place to ask for advice.

  • Unknown's avatar
    usmaninspiry · Member ·

    Hi Kokkieh,

    I am grateful for your guidance and support. Our development team will look into it and we will definitely resolve this issue for good.

    You can close this thread now.

    Thanks

  • staff-zinnia · Staff ·

    Just clarifying here, that y’all can instruct the site owners to reach us through their WordPress.com accounts and we can make the change for them. They will have access to 24/7 live chat support as part of their business plan via https://wordpress.com/help/contact/

  • Unknown's avatar
    usmaninspiry · Member ·

    Dear Liz,

    Honestly, I find you more polite and Thank you for all the support provided so far.

  • staff-zinnia · Staff ·

    usmaninspiry – No problem :) We’re happy to help and please reach out to us again with future questions. Best wishes.

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