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  1. #1
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    Default Password Forgotten - Error: The Email Address was not found in our records;

    Hello Everyone,

    We've got a client, she successfully made a purchase online July 2014. She forgot her password and when she uses the "Password Forgotten" feature she gets "Error: The Email Address was not found in our records; please try again.". We checked her account in Zen admin and her email address is correct. Her email address is also in phpmyadmin under customers_email_address. We also attempted to change her email to one of our email addresses and get the same error.

    Has anyone bumped into this issue and resolved it?

    Any help is appreciated..thanks!

    Paul

  2. #2
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    Default Re: Password Forgotten - Error: The Email Address was not found in our records;

    Quote Originally Posted by kcb410 View Post
    Hello Everyone,

    We've got a client, she successfully made a purchase online July 2014. She forgot her password and when she uses the "Password Forgotten" feature she gets "Error: The Email Address was not found in our records; please try again.". We checked her account in Zen admin and her email address is correct. Her email address is also in phpmyadmin under customers_email_address. We also attempted to change her email to one of our email addresses and get the same error.

    Has anyone bumped into this issue and resolved it?

    Any help is appreciated..thanks!

    Paul
    Was her account created as part of a PayPal Express Checkout transaction where you'd configured the store to "NOT automatically create an account"? (In such cases, it DOES create an account, but flags it as "for internal use only" and doesn't allow login). Or have you used any other addons to alter the built-in checkout or account functionality?
    .

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  3. #3
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    Default Re: Password Forgotten - Error: The Email Address was not found in our records;

    Quote Originally Posted by DrByte View Post
    Was her account created as part of a PayPal Express Checkout transaction where you'd configured the store to "NOT automatically create an account"? (In such cases, it DOES create an account, but flags it as "for internal use only" and doesn't allow login). Or have you used any other addons to alter the built-in checkout or account functionality?
    Hi DrByte,

    She paid using AMEX not through Paypal. The only addon we had installed altering checkout was COWOA. I could get her to create a new account but was hoping to avoid that path...

    Thanks for the reply.

    Paul

  4. #4
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    Default Re: Password Forgotten - Error: The Email Address was not found in our records;

    Quote Originally Posted by kcb410 View Post
    Hi DrByte,

    She paid using AMEX not through Paypal. The only addon we had installed altering checkout was COWOA. I could get her to create a new account but was hoping to avoid that path...

    Thanks for the reply.

    Paul
    If not through PayPal to accept the use of AMEX, what payment processor was used?
    ZC Installation/Maintenance Support <- Site
    Contribution for contributions welcome...
    Upgraded to Zen Cart V1.5.3 from V1.5.1 from V1.5.0 from V1.3.9h

  5. #5
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    Default Re: Password Forgotten - Error: The Email Address was not found in our records;

    Just to note that the message
    Code:
    Error: The Email Address was not found in our records; please try again.
    doesn't come from Zen Cart core code. There might be something else going on in your store's password_forgotten page's handling.

  6. #6
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    Default Re: Password Forgotten - Error: The Email Address was not found in our records;

    Quote Originally Posted by mc12345678 View Post
    If not through PayPal to accept the use of AMEX, what payment processor was used?
    We use Beanstream.

  7. #7
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    Default Re: Password Forgotten - Error: The Email Address was not found in our records;

    Quote Originally Posted by lat9 View Post
    Just to note that the message
    Code:
    Error: The Email Address was not found in our records; please try again.
    doesn't come from Zen Cart core code. There might be something else going on in your store's password_forgotten page's handling.
    Okay ... Interesting, I'll have to compare our password_forgotten to a fresh 1.54 version.

    This error is only happening with one clients account, the password forgotten functions normally for other clients and our test account.

  8. #8
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    Default Re: Password Forgotten - Error: The Email Address was not found in our records;

    Quote Originally Posted by kcb410 View Post
    Okay ... Interesting, I'll have to compare our password_forgotten to a fresh 1.54 version.

    This error is only happening with one clients account, the password forgotten functions normally for other clients and our test account.
    A part of pci compliance (and I am no expert on such) is to not offer a different response for one aspect of credential failure than another... If that message is in fact displayed then one could try time and again to identify what email addresses are in the database and from there continue to either try passwords or use that information (existence of the email) for other purposes...

    ZC 1.5.4 does not identify what was entered wrong, just that the credentials are incorrect (using whatever words are provided). This is the case in all such credential check, query, etc... (Forgotten password on store and admin side, login of both, etc...)
    ZC Installation/Maintenance Support <- Site
    Contribution for contributions welcome...
    Upgraded to Zen Cart V1.5.3 from V1.5.1 from V1.5.0 from V1.3.9h

  9. #9
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    Default Re: Password Forgotten - Error: The Email Address was not found in our records;

    Quote Originally Posted by mc12345678 View Post
    A part of pci compliance (and I am no expert on such) is to not offer a different response for one aspect of credential failure than another... If that message is in fact displayed then one could try time and again to identify what email addresses are in the database and from there continue to either try passwords or use that information (existence of the email) for other purposes...

    ZC 1.5.4 does not identify what was entered wrong, just that the credentials are incorrect (using whatever words are provided). This is the case in all such credential check, query, etc... (Forgotten password on store and admin side, login of both, etc...)
    I justed checked our password_forgotten file against a clean version and they're identical, the "Error: The Email Address was not found in our records; please try again." does exist in that file.

  10. #10
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    Default Re: Password Forgotten - Error: The Email Address was not found in our records;

    Quote Originally Posted by kcb410 View Post
    I justed checked our password_forgotten file against a clean version and they're identical, the "Error: The Email Address was not found in our records; please try again." does exist in that file.
    Clean version as obtained from what plugin or other additional code. That statement is not in a vanilla install of ZC 1.5.4.
    ZC Installation/Maintenance Support <- Site
    Contribution for contributions welcome...
    Upgraded to Zen Cart V1.5.3 from V1.5.1 from V1.5.0 from V1.3.9h

 

 
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