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eMember – PW reset appears not to be working

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Tips and Tricks HQ Support Portal › Forums › WP eMember › WP eMember Troubleshooting › eMember – PW reset appears not to be working

Tagged: password, Password Reset

  • This topic has 16 replies, 4 voices, and was last updated 7 years, 2 months ago by admin.
Viewing 15 posts - 1 through 15 (of 17 total)
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  • Author
    Posts
  • June 23, 2014 at 9:32 pm #11061
    Gesneriad
    Member

    Many members have contacted me when they need to reset their PW since the PW reset feature is not sending them a temporary PW. I have done the reset numerous times and never have a problem. Other emails (registration, etc.) are going out fine. Any ideas? Thanks. Paul

    June 23, 2014 at 10:27 pm #63864
    wzp
    Moderator

    Have you personally tried to reset your own password lately? And does it work? If it does, it may be their messages are ending up in their spam folders.

    June 24, 2014 at 1:48 am #63865
    Gesneriad
    Member

    Yes, I have reset mine successfully. Several others have too. I have also asked those who claim to not have received it to check spam and it isn’t there. Our developer suggested that the ISP may be blocking emails from our domain. I will be tracking all non-resets to see if there is a pattern. thanks!

    June 24, 2014 at 2:28 am #63866
    wzp
    Moderator

    If you are using an SMTP server, whose domain does not match that of your website, you may indeed be blocked by the receiving system.

    February 5, 2018 at 1:29 pm #63867
    casasalsa
    Member

    I️ am having this issue, an you help? I️ tried myself and the reset password function is not working. Please help

    February 5, 2018 at 1:41 pm #63868
    wzp
    Moderator

    What part of the reset process is not working? Have you personally tried to reset your own password, or are you just repeating something a user told you?

    February 5, 2018 at 1:48 pm #63869
    casasalsa
    Member

    I️ asked the user to explain what they were experiencing and I️ went into their profile and Changed the email to my personal email, then I️ tried to reset and it didn’t work. I️ tried several times

    February 13, 2018 at 1:03 am #63870
    casasalsa
    Member

    Can you help me? Im still having the issue with more people? Thank you in advance

    February 13, 2018 at 2:02 am #63871
    admin
    Keymaster

    I am not seeing this issue on my site when I test.

    When you say, it didn’t work do you mean that the reset email didn’t arrive? or do you mean the new password that you got doesn’t work on the login form?

    February 15, 2018 at 11:37 am #63872
    casasalsa
    Member

    Email never arrives

    February 17, 2018 at 11:07 pm #63873
    admin
    Keymaster

    Please enable the debug option so we can verify that the plugin actually executed the email sending code.

    The email issue is almost always external to the plugin. Going through the following checklist will help you:

    https://support.tipsandtricks-hq.com/forums/topic/not-receiving-emails-even-though-the-plugin-sent-the-email

    February 27, 2018 at 12:54 pm #63874
    casasalsa
    Member

    Debug option is set

    February 27, 2018 at 1:19 pm #63875
    wzp
    Moderator

    Please perform a test, and then post the contents of the debug log.

    March 6, 2018 at 1:32 am #63876
    casasalsa
    Member

    ok, started going through the steps and it actually seems to work for me- here is the log results

    [03/06/2018 1:17 AM] – SUCCESS :Member password reset email sent to : support@casasalsaonline.com

    [03/06/2018 1:17 AM] – SUCCESS :Affiliate password updated for affiliate account with email: support@casasalsaonline.com

    so I reached out to a student actively having the issue and its not even logging- maybe this video will help shed light on it- what could it be?

    [https://www.dropbox.com/s/ribxjdaq8x30rxr/eMemberVideo.mov?dl=0]

    Thank you in advance

    March 6, 2018 at 6:44 am #63877
    admin
    Keymaster

    It is likely the user is entering a wrong email address. Somehow the plugin is failing to show the error message on your site in that popup.

    Please do the following to create a specific password reset page (so you are not using the overlay popup):

    WP eMember – Creating a specific forgot password / reset password page

    Do a test after that and let me know if you see a difference.

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