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Customers forgetting their passwords


mglas

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I get at least one e-mail/phone call per day that customers have forgotten their passwords.

 

I have tested the forgotten password link/function and it is working correctly.

I have a message telling customers to make sure they can receive e-mail from the store (i.e. not being SPAM blocked on their side).

I tell them on the login page that passwords are case sensitive and give them an example of what that means.

 

They just can't seem to figure it out.

 

Make the assumption that everything is technically working correctly, how often does this happen to you - and have you come up with any tips/tricks to help alleviate the problem?

 

Thanks,

 

Mike

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maybe it's someone who is trying to get login information in order to steal credit card information? are all these requests from the same email domain? it might be that there is a problem sending emails to this domain. i'd be cautious about sending anyone password information other than through the forgot password mechanism.

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No - it's not that. They are real customers who really can not remember their own passwords.

 

Assume that everything is working as it should (forgotten password link is working correctly), etc. . .

 

How often do you have to deal with customers who just can't figure it out?

 

 

maybe it's someone who is trying to get login information in order to steal credit card information? are all these requests from the same email domain? it might be that there is a problem sending emails to this domain. i'd be cautious about sending anyone password information other than through the forgot password mechanism.
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