Password reset link not working 9.3.3

Hi there!

Thanks for providing additional clarity around the issue you are facing, this sounds frustrating!

As a first step, can you please contact your host and have them make sure that the core?Cart,?My Account, and?Checkout?pages are excluded from page caching, as caching is a common cause for this particular issue.

Also, just to verify are you using any registration plugin? If yes, for testing purpose could you please deactivate that plugin and then try to send reset password link.

If this makes no difference, can you please navigate to WooCommerce → Settings → Advanced → Page setup and make sure that the Account endpoints section looks the same as the example below:

In particular, please can you check that the Lost password endpoint is set correctly? Can you also please share a screenshot of this section with us here? If you do not already have a screenshot tool installed, Snipboard.io can be used for easily sharing screenshots.

Additionally, can you please share a copy of the following so that we can have a better understanding of your site’s current environment:

• System Status Report:?navigate to?WooCommerce?→?Status. Select?Get system report?and then?Download for Support. This will download a TXT file that has the contents of the SSR which you can then share with us here.
• Fatal Error log:?Share a copy of any fatal error log found under?WooCommerce?→?Status?→?Logs.
  
  Thank you.

Hi THank you so

1. no caching at all
2. no regsitration plugin at all
3. yes lost-password is the endpoint
4. snippet for you https://snipboard.io/uPhv2x.jpg
5. status below

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Lastly the fatal logs – none from today with my testing – this was yesterdays

<strong>2024-10-25T18:14:09+00:00</strong> <strong>Critical</strong> Uncaught RuntimeException: Unable to release actions from claim id 67024. in /home/newsitealleycatz/public_html/wp-content/plugins/woocommerce/packages/action-scheduler/classes/data-stores/ActionScheduler_DBStore.php:1042

I disabled the security plugin wondering if that was it – but not

I have tested – in 3 browsers, private and incognito – 2 accounts – all give same response

However a new user created and link provide to “create a password” did work!?! Just to add confusion

I have 10000 customers that need to reset their password! So its kind of important I figure this out ??

thank you
Sarah

Hello sarahweb,

Thank you for your reply.

I appreciate the steps you’ve taken to troubleshoot the issue so far.

To help me investigate further, could you please share the Password Reset link that was sent via email?
If the link contains a username, feel free to replace it with “xxxxxxx”.

Seeing the link will give me a better understanding of the problem.
Looking forward to your response. ??

Best regards.

We have found the issue – as the users were imported there was a an issue with having multiple accounts with a different ID but same username field – so as the password reset now contains the username field – there was the confusion (it does seem to ignore the ID field though…) so it was checking the details against the wrong user account

once I was able to correct the username details the link worked as expected!

thank you for the assist

Sarah

Hi @sarahweb,

I’m glad you were able to find the issue from your end.

If you have a few minutes, we’d love if you could leave us a review:?https://www.ads-software.com/support/plugin/woocommerce/reviews/