Rest password option is not working for the customer

[Arunachala]

One of my customer is unable to retrieve her password. It says no such email but if she tries to create an account it says there is already an account with that email. How can I help her from the admin to reset her email. I check the password reset works for me. Please help

[RixStix]

If you have "Encrypted Master Password" plugin installed, you can login as the customer using a master password and take care of things.

The actual error message the customer is receiving is most likely that there is no such email and/or password is incorrect. Our customers do not see the and/or password is incorrect part of the error message.

[lhungil]

If you know the customer's email, you can verify it exists via the admin directory (check for misspellings). If it does you can visit the customer facing "forgot my password" link and enter the customer's email on their behalf (and see any error messages). This way the customer is sent a temp password to login to their account.

Alternatively, one could use the method mentioned by RixStix. Be aware logging in as the customer will allow you to change the customer's password, but will not force the customer to change their password on first login.

[Arunachala]

Thanks for that insight. I actually did that from my end and got a message that an email has been sent to her. But she had not received the password when I checked with her about 30 minutes after the request. Could it take that long?

[lhungil]

Yes (rare, but I've sometimes seen some email servers delay over an hour). Or it could be in the customer's SPAM folder. Or other issues with email communication may be present.

Is your store's email address (or the customers) a "free" email account (such as hotmail/outlook/msn, yahoo, google, etc)?

If you reset a "test" customer account with your email addess do you get the password reset email?

If email is not working for some reason, one could use the alternative approach posted by RixStix (admin changes customer password, then contact the customer w/ new password)... So the customer can login / purchase ASAP...

Will still want to investigate the email issue after... Lots of threads and articles on the subject of email configuration and troubleshooting on this site.

[Arunachala]

Thank a lot for the good advice. I will check these options.

[Serious]

Running into the same issue.
I tried using the Forgot Password option and get the same message. I can see the customers info and the email addy spelling is correct.

[lhungil]

Running into the same issue.
I tried using the Forgot Password option and get the same message. I can see the customers info and the email addy spelling is correct.

Please answer the questions found in the "Posting Tips" (visible when posting via a desktop / labtop -- or -- on mobile select "Full Site" or check the browser's option for "View as Desktop"). Answers to these questions (in addition to other ones asked in this thread) are vital to helping us help you.

Can you verify the email address in the database does not contain any spaces (front, middle, end) and the one pasted / typed into the "password forgotten" form also does not contain any spaces?

Can you verify lowercase and uppercase are the same for each character in the email address?

Can you verify the email address does not contain any non-alphanumerical characters (other than a dash, an underscore, or a period)?

[Serious]

Please answer the questions found in the "Posting Tips" (visible when posting via a desktop / labtop -- or -- on mobile select "Full Site" or check the browser's option for "View as Desktop"). Answers to these questions (in addition to other ones asked in this thread) are vital to helping us help you.

Can you verify the email address in the database does not contain any spaces (front, middle, end) and the one pasted / typed into the "password forgotten" form also does not contain any spaces?

Can you verify lowercase and uppercase are the same for each character in the email address?

Can you verify the email address does not contain any non-alphanumerical characters (other than a dash, an underscore, or a period)?

V151, same as the OP.

Email addy doesn't contain any charters other than letters and numders.

My customer was able to ceate an account (2 actually) using his email addy but forgot his password. When he used the Forgot Password link.... nothing but an error message saying the address could not be found.

FWIW,
I did start a new thread on this subject.