customer not getting password email option when loggin in

Hi folk,

A loyal customer brought this to my attention. They had forgotten their password when logging in to place an order. But instead of the option appearing to email them a password reminder, they're getting this...

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

The email address they're entering is correct; I can see it in my admin. In fact I tried it myself by copying and pasting it from admin into the customer log-in screen and got the same error.

Any idea what's happening? And more importantly, what to do about it? Gotta keep them loyal customers happy. :smile:

Rob

Um ... chances are that the password is incorrect.
A copy-and-paste of the email address is handy for checking that the email address is right.
But, if they've forgotten their password, or are using the wrong one, you're going to get the message you quoted.
Also, if they've done a password-reset, but aren't using the new password that was generated for them, then technically they're using the wrong password.

Either that, or your admin is looking at a different database than your store. But I'm sure you'll say that's not what's happening.

Either that, or your admin is looking at a different database than your store.
Yikes! I certainly hope not. :yuck:

But shouldn't the customer who enters the wrong password get the password reminder link? Otherwise, what's the point of it?

:oops:

I see it now. It's oddly minimalist in its presentation, considering the error message is a great ugly blok of red, and the Forgot your password? link is a gentle bit of text an inch away from the error message. Seems I have some adjustments to make in my style sheet to make that stand out. Both the customer and myself missed seeing it completely.

Rob