Issue with Customers Not Receiving Password Reset Emails

Hi,

I disable Woocommerce and completed all the steps as well as configuring for WP Mail SMTP with Brevo (SendinBlue). All emails are sent correctly as you can see in the screenshot.

https://imgur.com/a/4y3jXtE

Can you help me find a solution?

I think this is not an email problem.

Best regards, Alex

Hi,

I disable Woocommerce and completed all the steps as well as configuring for WP Mail SMTP with Brevo (SendinBlue). All emails are sent correctly as you can see in the screenshot.

https://imgur.com/a/4y3jXtE

Can you help me find a solution?

I think this is not an email problem.

Best regards, Alex

Hi @alexprs7,

Thank you for testing. The password resent emails are not showing up at all on the WP Mail Logging plugin, correct?

If the email was not sent or logged, this could indicate a conflict is preventing your site from creating emails. To find out what may be causing this, you can:

• Check your WooCommerce Logs for fatal errors.
• Rule out conflicts?by disabling plugins/themes other than WooCommerce itself and a default theme, and trying to replicate the issue in a default state. I belive you’ve done this already, so let’s focus on fatal errors for now!

Thanks!
-OP

Hi,

The password resent emails are not showing up at all on the WP Mail Logging plugin !

I already did a conflict test and found not conflict. You can see my précédent échange.
Please find below what iam see in WooCommerce Logs for fatal errors.

Link

I’ve been experiencing this problem for several weeks and it hasn’t been resolved.

Best regards, Alex

Hi @alexprs7,

Thanks for sharing the log. I checked and those doesn’t seems related to WooCommerce.

However, to troubleshoot the issue further, please check if WordPress is sending the password email. Next, have you checked your email client’s filter settings and checked your spam folder? Are you using an SMTP plugin like WP SMTP? If you are, have you looked into the error log for this plugin?

Additionally, please follow the guide shared here too:

• https://www.mail-mechanic.com/password-reset-fixes
• https://nichetwins.com/wordpress-not-sending-password-reset-email/
• https://woocommerce.com/document/email-faq/

Let us know how that goes. Looking forward to helping you.

Hi there ?? ,

We haven’t heard from you in a while; this is to check if you’ve been able to proceed with the troubleshooting steps provided before and if you still need help.

Thanks!
-OP

Hi,

The problem is still not resolved to this day.

Best regards,

Hey @alexprs7 – I’ve just had another look at https://beta.capeb-grandparis.fr/mon-compte/mot-de-passe-perdu/. It looks like whenever the reset password is clicked, the page is refreshed without any action being taken (there isn’t even any field validation taking place to check if something was entered).

In addition, I’m also seeing that the page is designed in Elementor. When you did that conflict test with the TwentyTwentyFour theme, did you also disable the Elementor plugin? The reason I’m asking is that Elementor creates it’s own account/password-reset widget as far as I know and I’m wondering whether that’s having an effect here.

Hi,
Thank you for your feedback, indeed I had not done the test and uninstalled elementor. After deactivating elementor I notice a change, the page loads completely. However, when I enter a user email this message appears “Password reset is not authorized for this user”.

https://imgur.com/a/WRlpDCU

I think there is a conflict between your plugin and Elementor can you help me resolve the issue?

Best regards, Alex

Hi @alexprs7

Since this is a third-party plugin which we don’t provide support for (please see our Support Policy), it would be best to reach out to the plugin’s developers for further assistance here.

I wish I could help more, but hopefully, this gets you going in the right direction to get the job done.