Problem with customer passwords??

[touchclothing]

when my customer forget their passswords and ask the site to re-send them a new one the new password does not work. how can I fix this?

[touchclothing]

any ideas?

[Ajeh]

If you test this feature, do you get a password sent back to you?

[CaroleAs]

I have a customer stating that she tried twice to reset the password and when using the temporary password given to her, she still gets

Error: Sorry, there is no match for that email address and/or password

She has checked that she used the same email addy for it.
Any suggestion?

[Ajeh]

Have you tested out the Forgotten Password on your site?

Does it work?

[CaroleAs]

Hum... i tried it and it worked on my side.

I'll ask the customer to try again.

[Ajeh]

You might check the customer's email and make sure they do not have a typo on it ...

[CaroleAs]

I tried with the customer's email and her new reset password and it worked. I asked to her to try again: no luck. I asked her to clear her cache; no luck.

I am wondering if her IP might be blocked accidentally? where would i find that?