Customer Reset Password Link (Wrong URL)

  • Resolved richard4623

    (@richard4623)


    2 years, 6 months ago

    The reset password page link appears to be corrupted as it takes the customer to a page which has some random numbers at the very beginning i.e. url9679.emftraining.co.uk followed by a long line of various numbers/letters.

    If a user goes to lost password from the log in page here > Log In ‹ EMF Training Ltd — WordPress

    They then click on lost password which takes them to > My account – EMF Training Ltd

    They can then scroll down and enter their email address for their account and click on RESET PASSWORD, which then displays a green tick with password reset email has been sent message, with a further message below ‘A password reset email has been sent to the email address on file for your account, but may take several minutes to show up in your inbox. Please wait at least 10 minutes before attempting another reset.’

    However when the email arrives as below, the link to the reset password does not make any sense whatsoever and redirects to an Error 404 – ‘Oops This Is Awkward We couldn’t find the page you were looking for, or maybe it never existed. Try heading back to the home page.’

    Password Reset Request

    Hi Test_User,

    Someone has requested a new password for the following account on EMF Training Ltd:

    Username: Test_User

    If you didn’t make this request, just ignore this email. If you’d like to proceed:

    Click here to reset your password

    Thanks for reading.

    The password reset link appears like this

    url9679.emftraining.co.uk/ls/click?upn=xxxxxx-xxxxx-xxxxx-2FR-xxxxx-xxxxx-3D-xxxxxxx-xxxxx-xxxxx-xxxxx-xxxxx-xxxxx-xxxx-3D

    I would really appreciate any assistance you can provide as this has me so confused as to why this is happening.

    The page I need help with: [log in to see the link]

Viewing 1 replies (of 1 total)
  • xue28 (woo-hc)

    (@xue28)

    2 years, 6 months ago

    Hi @richard4623

    Thanks for reaching out!

    The reset password page link appears to be corrupted as it takes the customer to a page which has some random numbers at the very beginning i.e. url9679.emftraining.co.uk followed by a long line of various numbers/letters.

    This is quite strange that the password reset link on the notification email is appearing with random numbers and also goes to a non-existing page.

    I replicated the scenario on my personal site, however, I am unable to reproduce the issue here. This is the Password Reset Email I received:

    Clicking the link: Click here to reset your password redirects me to https://mywebsite.com/my-account/lost-password/?key=8rqanrsdSCIiDyytahAH&id=2

    It looks like a third-party plugin or your theme might be causing the conflict here.

    For us to investigate this further, can you please try to switch to the default Storefront theme and only WooCommerce plugin is enabled, try to reset a password and see if this works?

    If so, then this kind of problem is usually caused by your theme or a third-party plugin present on your site. We can run a conflict test to verify this. I’d recommend cloning your site to a staging environment and performing the tests described on this guide without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.

    If this was caused by a third-party plugin present on your site, it would be best to reach out to the developers for further assistance here.

    If this did not resolve the issue, please share your System Status Report, that will help us further troubleshoot.

    You can find it via WooCommerce > Status. Select Get system report and then Copy for support. Once you’ve done that, you can paste it into your reply here.

    If you could also provide the fatal error logs (if any) under WooCommerce > Status > Logs.

    You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

    Or, if you’d like someone else to do this work for you, our trusted partner, Codeable, has an offering where they will run this test for $150 USD. If there is time left, they will also fix the problems they found.

    Let us know how it goes!

Viewing 1 replies (of 1 total)

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