Customers having problems logging in after upgrade

[jaysonk]

Hi There,
We were hacked when we had the old version installed. We cleaned that up.
And after we upgraded to v1.3.9d customers that were signed up before the upgrade can not log in and the error message:

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

Is displayed. I have used master password to try and still no go. I have also checked that all the customers were still in the database and that the configure.php files are pointing to the correct database. I have also searched through the forums to see for similar questions and found many but the answers did not work for me.

I have signed up as a new customer and it works seamlessly.

Would really appreciate any help possible :)

Cheers,
JK.

[Ajeh]

When you say you have tried Master Password and still it does not work, was this added before or after the upgrade?

When you say it still does not work with Master Password, does this mean you cannot login to old accounts using Master Password? Can you login to new accounts with Master Password?

Do you have an old test customer for yourself that is currently not working?

What happens if you try to do the Forgotten Password on it?

[jaysonk]

Hi there, Thanks for your reply.

It was added before the upgrade but I also removed it and added it again.

I am unable to login to old accounts with master password but I am able to login to any new accounts with Master Password.

Yes, I tested it on my own old account.

I have not tried forgotten password but I will try that now.

Thanks very much for your help. I am wanting to relaunch the site ASAP.

Cheers,
JK.

[jaysonk]

Interesting... I did the forgotten password on my account and it emailed me a new password right away and i could log in as normal! I guess I can accept this as I assume customers will just click forgot password. Cheers JK :)

[rstevenson]

In my experience they may not even see the forgotten password link, or not click it if they do. I don't know why, but it happens a lot. I used styles to increase the link's size, change its colour and move it a little, and that seems to have helped. But your best bet would be to email them to tell them to click the link if needed the next time they visit the site.

Rob