Password Reset problem

  • Resolved lynnhcm17

    (@lynnhcm17)


    2 years, 6 months ago

    Hi guys, I’m working as the web-admin for a very busy woocommerce online store and discovered yesterday that the password reset functionality just doesn’t work anymore – Can you help ?

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

Viewing 6 replies - 1 through 6 (of 6 total)
  • hrn1995 (woo-hc)

    (@aguinaldodarla)

    2 years, 6 months ago

    Hi there,

    I understand that you’re experiencing issues with the password reset functionality on your WooCommerce online store.

    Firstly, it would be helpful to know what exactly happens when you or your customers try to reset the password. Are there any error messages displayed? If yes, could you please provide the exact text or a screenshot of the error message? This will help us to better understand the issue. You may use https://snipboard.io when sharing screenshots. Please follow the instructions on the page, then paste the URL in your reply.

    Thread Starter lynnhcm17

    (@lynnhcm17)

    2 years, 6 months ago

    HI @aguinaldodarla – the issue is the lost-password reroutes to the login/register page for woo. So when clients click to recover their passwords (often they don’t change it after they created an account on checkout) it just takes them to the default login/register page. No option to password reset at all! And i’ve been looking into this all morning today. I’ve de-activated recently installed plugins, removed the security and cache plugins, tested it in various browsers and from a mobile device. Nothing works at all! It’s as if the lost password recovery process hook is gone and i’m still a noob with regards to stuff like that.

    I have tested this password reset on my other ecommerce websites im’ managing and they seem to have the same problem – the login/register screen shows up.

    What is happening?

    Beauty of Code (woo-hc)

    (@beautyofcode)

    2 years, 6 months ago

    Hey @lynnhcm17,

    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.

    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.

    Cheers!

    Thread Starter lynnhcm17

    (@lynnhcm17)

    2 years, 6 months ago

    Hi there , @beautyofcode, thanks for the reply.

    As i have stated before – i have done woocommerce pages recreate, i looked for the shortcode online (which appears to be redundant/legacy now). Installed an set-up a profile plugin – which didn’t work, took the website into troubleshoot mode and which i couldn’t test properly, i’ve deactived all the plugins one-by-one and still no change. I’ve de-actived wordfence, removed wp-clean and switched off caching.

    Screenshot of the endpoints (which i have checked, recreated using the tools in woocommerce) – https://snipboard.io/F0ErHx.jpg

    A fatal error log can be seen here: https://snipboard.io/ZbcOJB.jpg

    Please see below the system report: 

    ` WordPress Environment

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Generated at: 2023-11-13 08:28:07 +02:00<br>`
    Thread Starter lynnhcm17

    (@lynnhcm17)

    2 years, 6 months ago

    Ok – so:

    I actually found the solution for this – even if just temporary. Go to WooCommerce and remove the lost-password endpoint. It will force Woocommerce to use the default WordPress core password reset functionality. Just go customize your default login page to look like your website and not the back-end.

    This was the advice from a colleague of mine – and it worked. It appears the issue is either with the Divi + WooCommerce combination or it’s a Woocommerce problem because i have gone through the whole disable plugins etc drama and that didn’t fix anything.

    Beauty of Code (woo-hc)

    (@beautyofcode)

    2 years, 6 months ago

    Hey @lynnhcm17 ,

    Thanks for sharing what has worked for you, this may be helpful for others experiencing this same issue.

    It appears the issue is either with the Divi + WooCommerce combination or it’s a Woocommerce problem because i have gone through the whole disable plugins etc drama and that didn’t fix anything

    If the issue is no longer present when all plugins, except for WooCommerce, are deactivated and your theme temporarily switched to a default theme, such as Storefront, then it could indicate a conflict between WooCommerce and Divi.

    Since this is now working as expected on your end, I’ll go ahead and mark this as resolved, however, feel free to let us know if the issue pops up again so that we can further investigate.

    Have a great weekend!

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

The topic ‘Password Reset problem’ is closed to new replies.