Reset Email Doesn’t Send

  • Resolved pcantos

    (@pcantos)


    1 month, 2 weeks ago

    I have executed the password reset function to all users on our site and it says it was successfully sent, but no one has received the email. I have had folks check spam and even set up a dummy account for myself and also didn’t receive the email.

    I receive the test email successfully, but not the actual reset email.

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Author Girish Panchal

    (@girishpanchal)

    1 month, 2 weeks ago

    @pcantos ,

    Thank you for reporting this issue and for providing the details.

    We will investigate the issue on our end to determine why the password reset emails are not being sent, even though the test email is working correctly. Once we identify the cause, we’ll get back to you with an update as soon as possible.

    Thank you for your patience and for bringing this to our attention.

    Plugin Author Girish Panchal

    (@girishpanchal)

    1 month, 2 weeks ago

    Hi @pcantos ,

    Thank you for your patience while we investigated the issue.

    We were able to identify the likely cause. If you see the following notice when attempting to send password reset emails:

    “You’ve reached the maximum number of password reset attempts under the free plan. Upgrade to Pro for unlimited usage and access to additional features.”

    then the plugin has reached the usage limit of the free version. Once this limit is reached, additional password reset emails will not be sent.

    We tested the password reset functionality, and it is working as expected. Password reset emails are delivered successfully as long as the free-plan limit has not been reached.

    Since you’re able to receive the Test Email, it also confirms that your website’s email configuration is working correctly.

    Could you please check whether you see the above notice? If so, upgrading to the Pro version will remove this limitation and allow you to send unlimited password reset emails.

    If you don’t see this message or continue to experience the issue, please let us know. We’ll be happy to investigate further and assist you.

    Thank you

    Thread Starter pcantos

    (@pcantos)

    1 month, 2 weeks ago

    Thank you for looking into this. We don’t think this would be the case for us because this is the first time ever downloading and using the plugin and it was only for about 28 users. We have since manually reset emails, but if there is something we can do to make this work, great. We have since removed the plugin from the site, for the time being.

    Plugin Author Girish Panchal

    (@girishpanchal)

    1 month, 2 weeks ago

    Hello @pcantos ,

    Thank you for the update.

    Based on your feedback, we agree that the free-plan limit is unlikely to be the cause since this was your first time using the plugin for only 28 users.

    If you’re willing to install the plugin again, we’d be happy to investigate the issue further and identify the root cause. If you plan to use the plugin regularly, our Pro version also offers unlimited password resets and additional features.

    Please let us know if you’d like to test it again – we’ll be happy to assist.

    Thank you

Viewing 4 replies - 1 through 4 (of 4 total)

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