Unable to reset passwords

Support
#1

Our “reset password” links aren’t working. The customer is sent the reset password email, clicks on it, is taken to a page for resetting passwords, is asked to enter their email again and click a “change password” button, and is then send another email for resetting the password and the whole process begins again.

I have set up a staging site, removed all plugins except WooCommerce, and I’ve updated to the latest version of X (not a child theme). If I switch to the generic 2017 WordPress theme, it works fine.

It appears to be failing when it generates the link that is emailed to the user. For example, if I activate the 2017 theme, request the password reset email, then re-activate X, and click the link in the email it works fine.

BTW, I’ve read this may be a caching issue for WPEngine users, but we are not WPEngine customers.

#2

Hi there,

Thanks for writing in! This could be related to your permalinks. Reset your htaccess file by renaming it to .htaccess-bak. Then in WP Admin Menu, go to Settings > Permalinks and just click the Save Changes button and see if this works. If this doesn’t help then please test for the following first:

  1. Ensure everything is up to date according to our version compatibility list at https://theme.co/apex/forum/t/troubleshooting-version-compatibility/195. Please follow the best practices when updating your theme and plugins. See https://theme.co/apex/forum/t/setup-updating-your-themes-and-plugins/62 for more details.

  2. Clear all caches including browser cache then deactivate your caching plugin and other optimization plugins. If you’re using a CDN, please clear the CDN’s cache and disable optimization services.

  3. Test for a plugin conflict. You can do this by deactivating all third party plugins, and seeing if the problem remains. If it’s fixed, you’ll know a plugin caused the problem, and you can narrow down which one by reactivating them one at a time.

  4. Remove custom CSS, JavaScript and deactivate your child theme and switch to parent theme (take a complete backup first).

Let us know how this goes!

#3

None of that works. When I have WooCommerce active it sends this password reset link:

https://mightysparkfood.wpstagecoach.com/my-account/lost-password/?key=m0000000000000000000&id=1

(I’m not showing the real key).

Notice the extra “amp;” toward the end? If I remove that it works fine. Without WooCommerce it works fine. Unfortunately I need WooCommerce. I guess I’ll pursue this with them.

#4

Hi @kb0wwp

Please share your WordPress Dashboard login details in a Secure Note and let us know how exactly we can reproduce this issue in steps, so we can investigate it in details.

Thanks.

#5

I found the problem. Our mailer was overwriting the link to add tracking and that was breaking it. I turned that off and it’s working now. Thanks.

#6

Glad to hear you got it sorted.

#7

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