Password Reset Not Working!

  • Here’s what’s happening when a user resets their password:

    1. The user receives a password reset email with a link.
    2. The user follows the link and enters a new password.
    3. The user is redirected to the login form. When the new password is entered, the user is told that the password is incorrect. However, the old password doesn’t work either!

    So the password is reset, but the new password doesn’t work, nor does the old one.

    I tried deactivating all plugins besides UM, and there was no change, so it’s not a plugin conflict.

    Any ideas?

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support Ultimate Member Support

    (@ultimatemembersupport)

    Hi @elliotshero,

    Do you have any security or caching plugins installed?
    This issue can be also caused by the server-side caching/Cloudflare.
    Please try to exclude Ultimate member pages form the cache and see if it helps.

    Regards.

    Thread Starter elliotshero

    (@elliotshero)

    Hi @ultimatemembersupport,

    The site doesn’t have any security or caching plugins installed. Our host tells us that the only cache affecting the site is PHP Opcache. Is that a potential culprit?

    I tried a password reset after clearing Opcache and there wasn’t any difference.

    One thing I noticed: When I enter a password reset link into my browser with a specific hash and ID (https://uat-hudsonfarmnj.shero.io/password/?act=reset_password&hash=3UYyMAWZrk20ArFalVIZ&user_id=140), it immediately redirects to a page with a generic URL (https://uat-hudsonfarmnj.shero.io/password/?act=reset_password). Is that normal behavior?

    Thanks for looking into this.

    I have been seeing the exact same issue for months, and have tried all kinds of things and nothing works. It is very frustrating because there is no support option except this forum, and it is clearly not just my site now that I see your post.

    Thread Starter elliotshero

    (@elliotshero)

    Unfortunately, we have not found a solution either. The best we could do is create a redirect so that the UM password reset page redirects to WordPress’ native password reset form. No other ideas from Ultimate Member have been forthcoming.

    Thanks for the response. Your workaround got me thinking… I am going to try and use a password reset plugin like this – https://www.ads-software.com/plugins/frontend-reset-password/, and drop their shortcode into the UM password reset page instead of the UM shortcode, and see if that works. Have you tried anything like this?

    **UPDATE – I just tested this and it works, because this plugin uses the native WP password reset. I still need to change some of the settings so the user is not redirected to the default WP login page, but the reset function works. The one thing I noticed that is different about the page where you enter the new password, is that with the native form, you have to enter the new password twice but on theUM form, you only need to enter it once, which could be the issue.

    • This reply was modified 5 years, 2 months ago by cholmes28.
    Thread Starter elliotshero

    (@elliotshero)

    Good idea @cholmes28! I’m glad that it worked for you.

Viewing 6 replies - 1 through 6 (of 6 total)
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