Cannot login to admin - desperate

I requested a password change due to a forgotten password for the admin. It is not working so I tried again with another password change request. Any ideas on how to get into our admin? Does the password change actually take time?
We desperately need to get into our store admin ASAP!

Have you read this

https://www.zen-cart.com/tutorials/index.php?article=2

are you receiving the password emails from your server?

have you checked your spam folder, both on your computer and on your webmail

We are getting the emails that verify the new passwords but not one has worked. I have cleared cache, switched browsers etc. and nothing is working. It's like the password is generated but not valid.

I don't know what to do without being able to contact them directly.

Zen Cart version?
And when you followed the instructions in the tutorial that Nigel mentioned, what happened when you logged in with the password indicated there?
Why exactly did you consider the password "forgotten"? Had you actually forgotten it? Or did it tell you the password was wrong? Or did it just simply do nothing when you entered the password?
When was the last time you did actually login to your admin successfully?

It's complicated. This was for a live store that we worked on nearly a year ago for a client. They need live changes asap. Since we last worked on the site, we lost some data in a computer crash so we had to ask for a new password. I did login to the host to do the SQL query but ALAS, that password is incorrect as well. So, I can change the database password but won't that disrupt the ZenCart connection to the database as well? I don't want to get even further backwards than we already are.

I just don't understand why the newly generated password that Zen Cart supplies does not work. Help?

Does it tell you the password is wrong? Or does it just simply do nothing when you enter the password?

Also, the tutorial article mentioned earlier affects ONLY the admin access. It's unrelated to the main database password required for the store to run, which is located in the configure.php files.
So, to answer your last question: Yes, if you change the DATABASE password, yes, you'll kill the entire store. But if you follow the instructions in the tutorial, you'll reset only the admin logins.

But, all that is moot if you don't explain the exact actual symptoms: Does it tell you the password is wrong? Or does it just simply do nothing when you enter the password?

And, again I ask: what Zen Cart version?

Here was the problem:
the username that Zen Cart sent in the password change request was incorrect. I looked at the hosting admin where the site is installed and found a totally different username that works.

Thanks so very much for trying to assist us! Our client thanks you too!
CHEERS!:smile: