Customer cannot sign in

Prerequisites and authority

Start with read-only checks and authorized records. Capture evidence before changes. Stop and escalate when data replacement, financial changes or wider outages are possible.

Customer cannot sign in

First identify the login surface: website, Telegram or hotspot. Each has different authentication and session behavior.

Basic

Confirm the official URL/bot/network, correct identity and required credentials. Check whether registration finished and whether the account is restricted. Use the supported recovery route rather than creating a duplicate customer.

Intermediate

For website failure, inspect the actual API destination, HTTPS/allowed-origin errors and customer sessions. For Telegram, inspect bot connectivity and onboarding/session state. For hotspot failure, confirm an active subscription and provisioned router account, then use Hotspot captive portal login issues.

Advanced

Capture authentication errors around one controlled attempt. Check backend availability and linkage state read-only where needed. Never include passwords, bearer tokens or recovery codes in the evidence bundle.

Do not reset hotspot credentials simply because the website password fails. If checkout returned to sign-in, preserve the payment reference and investigate that transaction separately.

Verify a successful login on the affected surface and an appropriate session record. If recovery or account restriction behavior is unclear, stop and escalate with account ID, surface, time and redacted error.

Customer cannot sign in

Prerequisites and authority