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Customer Forgotten Password Function Not Working


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Posted

Hello there,

 

I have been having several customers emailed me that they cannot login with the password that was sent to them after using the forgotten password function.

 

I had no choice but to login to their accounts with my Master Password, then change their password and email it to them and ask them to change password once they are logged in.

 

I can imagine there are many customers who will not be bother to send me an email about this issue and simply feel there are some flaws with my site and decide to go shop elsewhere. BIG problem!

 

I used the Email Test Script and I did receive both emails, but still if I try to send an email from admin, the email is not received. However I do receive email from forgotten password link, but the new password does not work.

 

Any ideas?

Posted

Hello there,

 

I have been having several customers emailed me that they cannot login with the password that was sent to them after using the forgotten password function.

 

I had no choice but to login to their accounts with my Master Password, then change their password and email it to them and ask them to change password once they are logged in.

 

I can imagine there are many customers who will not be bother to send me an email about this issue and simply feel there are some flaws with my site and decide to go shop elsewhere. BIG problem!

 

I used the Email Test Script and I did receive both emails, but still if I try to send an email from admin, the email is not received. However I do receive email from forgotten password link, but the new password does not work.

 

Any ideas?

Did you test the function by requesting a new password yourself? I have had this problem and it comes down to character recognition. If I copy/paste the new password it works fine. If I try to type it in, then I may confuse some charaters like 1 and l. One of those is a number and the other is a letter.

 

Tim

Posted

Did you test the function by requesting a new password yourself? I have had this problem and it comes down to character recognition. If I copy/paste the new password it works fine. If I try to type it in, then I may confuse some charaters like 1 and l. One of those is a number and the other is a letter.

 

Tim

 

 

I did and I got:

 

Error: The E-Mail Address was not found in our records, please try again

 

I remember my customers saying that also, but their email address as well as mine is in the database for sure. Now I am not even able to login with my Master Password. Look like I have been blocked or perhaps my email address got deleted from the database by using the forgotten password function? What a mess! Please help!

Posted

I did and I got:

 

Error: The E-Mail Address was not found in our records, please try again

 

I remember my customers saying that also, but their email address as well as mine is in the database for sure. Now I am not even able to login with my Master Password. Look like I have been blocked or perhaps my email address got deleted from the database by using the forgotten password function? What a mess! Please help!

 

 

Well...I waited a few minutes and was able to login with either the new password provided by the forgotten password function or with my Master Password. Does anyone know if you have to wait a certain amount of time before the new password works? Perhaps I can include that in the text that is sent with the new password...something like: Your new password is:xney Please wait 2 min before login in otherwise it will not work.

 

Please help

Posted

Does anyone know if you have to wait a certain amount of time before the new password works?

You should not have to. The new password is inserted into the database before it is emailed out.

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