eMember – PW reset appears not to be working

[Gesneriad]

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

[wzp]

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.

[Gesneriad]

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!

[wzp]

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.

[casasalsa]

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

[wzp]

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?

[casasalsa]

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

[casasalsa]

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

[admin]

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?

[casasalsa]

Email never arrives

[admin]

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

[casasalsa]

Debug option is set

[wzp]

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

[casasalsa]

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

[admin]

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.

[Author]

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