What's the best way to debug why a user can't log in after getting the SMS code with passwordless? (Once they enter the code, it says "Error" even though they are a user)

hey @wrnbrd can you share the full stack trace?

@rp_st where can I find that?

on your backend logs.

not sure I have that enabled. Sorry I am a bit slow today as coming back from illness 🙈

"it says "Error" even though they are a user" -> where does it say error?

It's when they enter the code to sign in

where is it shown though?

On the UI, I don't have a screenshot but it would be above the form

hmm

Is this something I would need to enable or could I find it in netlify somewhere

netlify logs

@rp_st are you able to point me to a guide for setting up debug / logs?

Backend log

@rp_st sorry just getting back to looking at this. Can't work how to get logs happening, currently just trying to get it to work in dev mode with Astro + Netlify.

uhmm. I don't think thats the issue. Since you are saying the user can't login at all.. what are the sign in response headers?

@rp_st I was able to log in on behalf of the user from my web browser. I will try find logs for the response headers. I just can't replicate it myself at the moment so hard to debug

hmm. Without more info, it will be difficult to help

Here is more of the logs: https://gist.github.com/wrainbird/5b5faed028130ca4d6f8c3e278735d71 Does anything in here help?

it just seems like their frontend cookie is not being able to store any info for some reason

this has happened a couple of times, but rarely. We have over 4000 accounts and I think we've had an issue of the code not working 2-3 times. Each time I have been able to sign in on a desktop browser. Most of these users would be on mobile devices. Perhaps I can try and replicate the issue in Lambdatest with my own account.

yea, unless you can replicate it, im not sure i can help too much for free. Sorry'

if I can manage to replicate it what are your options for paid support? Happy to do that if it's a possibility

if you can replicate it, we can help for free depending on the time we have! For paid support though, it's usually a yearly contract. I can DM you the pricing

I will reach out to the user who is encountering the issue and try find more details about their phone / browser version. Still am not able to replicate it myself just using my own login and testing on different phone browsers. Everything works fine. I am wondering if they have some sort of ad blocker or something perhaps?

Unlinkely. We have not heard from other users about this issue. Most likely a browser setting on the user.. but not quite sure.

yeah I was thinking that too, I have tried to disable all cookies but you don't even get to the login screen to begin with

hmm. Maybe you have a session recording for those users and can see what is happening. Or ask them for a call.

@rp_st This is our supertokens config: https://gist.github.com/wrainbird/de9208339d5ac3e6f673325da4398479 Do you think that something in this could be causing it?

Unliely. I think it's mostly some brwoser setting

no worries, thanks for your help as always