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Customers Getting No Response When Requesting To Reset Their Account Password

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Carol Chaplin
Sat Oct 21, 17
10:20 PM
I have had several customers request a reset of their current password as their original password is not working or they forgot their existing account password. They are receiving no emails in response and are contacting me for help accessing their current account so that they can place an order. Please help.

Tim - PicturesPro.com
Sun Oct 22, 17
10:47 AM
That email is sent like all other emails. See the troubleshoot steps here:
Tim Grissett, DIA - PicturesPro.com || My Email Address: info@picturespro.com
Carol Chaplin
Mon Oct 23, 17
8:39 PM
Current customers report that they are receiving a message that says that they have an account but it will not accept their password nor let them make a new account using the same email address. Very frustrating as I really do want people to register an account if ordering. As a result, they cannot order through the site.

Also, the body of the default email for password reset is completely empty. So some customers are getting an empty email sent and others receive nothing. The empty spot is my error as I deleted data by accident but I don't know how to fix this or reset this to the original default. (I did send you a screenshot of this via email.)

Tim - PicturesPro.com
Tue Oct 24, 17
6:30 AM
Here is the default content of the Forgot Password email which you can add in Settings -> Default Emails. I did not receive a screenshot from you.




You have requested to have your password reset at [WEBSITE_NAME]. Here is your new log information.


Password: [PASSWORD]

Once you log in you should change your password to something you can remember. You can do this in your My Account section.

Thank you for visiting!


Tim Grissett, DIA - PicturesPro.com || My Email Address: info@picturespro.com
Carol Chaplin
Tue Oct 24, 17
8:48 AM
Thanks Tim,

I did refill the body of the email and saved it. However, I am still confused about how this is sent. If it is generated automatically by the customer requesting a reset, then there is no way for me to add the customer’s name & email address as suggested in the content of the reset email. Does that get populated by their request?

Also, if a customer contacts me directly asking for a password reset because they have not heard back from their prior forgot password reset form request; is there any way I can send this email to them?


PS: I did just resend you the screenshot with populated fields to: notifications@picturespro.com
Tim - PicturesPro.com
Tue Oct 24, 17
12:13 PM
The email address is automatically added to the email that is sent. When someone requests the reset password option, it gets sent to their email address.

You can change their password for them by going to the People section, find and view their account and click the edit option.
Tim Grissett, DIA - PicturesPro.com || My Email Address: info@picturespro.com

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