Customer Login / Forgotten Password Problem

[ckperkins]

Hello!

We've had 5 regular customers tell us - all on the same day (11/7/12) - that they can't use their passwords when they log in. They clicked on "forgot password" and the system issued them a new one. However, that password didn't work either. Some of them reported that the login would no longer accept their email addresses. Yet when I checked their customer accounts, the emails were correct.

We updated to version 1.5.0 two months ago - September 2012. We've had some customers report the password problem but thought it was because they keyed or pasted their passwords incorrectly. However, 5 regular customers experiencing the same problem on the same day is a "Yikes!" situation.

Help, please! I'd appreciate any feedback.

www.JollyGrub.com
Zen Cart users since 2008

[wmorris]

Sounds like its a database issue.

[kobra]

If you have cPanel....go to mysql databases & select the DB and check it
If all is not "OK" - - select repair it

[ckperkins]

If you have cPanel....go to mysql databases & select the DB and check it
If all is not "OK" - - select repair it

Thank you! I'll check this out and let you know!

[ckperkins]

Thank you! I'll look there!

[ckperkins]

Thank you! I'll check this out and let you know!

Hello! I went into the CPanel and the database looked fine. However, to be on the safe side, I repaired it anyways. For a few days, everything was fine. Yesterday, however, we started receiving complaints again.

We received the following email from a customer: "I am trying to place an order with yourselves. Every time I try and log on to your site it tells me the e-mail address/password it is not recognized.
I have requested a new password and that does not work either. Is there a fault on your web site?"

This customer last ordered in August; prior to that, she ordered in March. We upgraded to Zen Cart 1.5.0 in September and are now having a continuing series of customer complaints from our regulars. Could there be a bug in the new version on the passwords?

We found a ZenCart module that will allow us to change a customer's password. We're going to install this in the hopes that we'll be able to update passwords for those customers that let us know they're having problems. My worry, of course, is with those customers who won't let us know... and will go elsewhere. Yikes!

Cheryl Perkins
http://www.JollyGrub.com

[lat9]

Could it possibly be a difference between your DB_CHARSET (in the configure.php files), the collation of your database and the CHARSET (in your main language files, e.g. english.php which currently specifies iso-8859-1)?

Are these customers in the US or elsewhere?

[ckperkins]

Thank you! I'll check that out and let you know!

Our customers are all in the United States.

Cheryl Perkins
www.JollyGrub.com

[jgold723]

Did you ever find a solution to this? We have the same problem with version 1.3.9h. Also, what was the plugin that allowed you go change the customer's password?

John