Issue with Customers Not Receiving Password Reset Emails

Hi Alex @alexprs7

I’m sorry to hear that your customers are having trouble receiving emails when they click on ‘Forgot Password’.

As a first step, check the email settings in your WooCommerce. Please go to WooCommerce > Settings > Emails > Reset Password > Manage to ensure that the “Reset password” email is enabled.

If it’s already enabled but still not working, it could be a problem with your mail server or a conflict with another plugin.

In that case, please share your?System Status Report?that you can find via?WooCommerce > Status. Select?Get system report?and then?Copy for support. Once you’ve done that, you can paste it via?https://gist.github.com/?and send the link 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.

Looking forward to your response.

Hi

I confirm that the notification is active for the path “to WooCommerce > Settings > Emails > Reset password > Manage

Please find the link with System report and logs on the end of page

Link

You can click on “View secret” and “Remov secret” when this ticket is close

Best Regards, Alex

Hi again @alexprs7,

Thanks for sharing more details on this.

As a next step, could you please confirm with your customers to double-check that the emails are not landing in the spam folders?

On the other hand, while checking out your SSR, I was able to notice that you are using an outdated version of the WooCommerce database. Please update that by heading over to System > Status > Tools > Update Database.

Looking forward to your reply.

Hi,

Thank you for your feedback

I can confirm that customers do not receive anything in the inbox or in spam.
What should I do to resolve this problem?

I also confirm that I have updated the database.

Best regards, Alex

Hi again @alexprs7,

This seems a little bit puzzling.

I recommend running a conflict test?following these steps –

1. Switch to a default theme i.e. Storefront
2. Deactivate all plugins except WooCommerce and then activate them one at a time to figure out the faulty one while testing the password reset functionality.
3. Also, make sure that the lost-password endpoint is set properly –https://snipboard.io/dWbO1P.jpg

Test your feature after each activation/deactivation. More details on the?conflict test can be found here.

Hi,

I have completed all conflict tests. I first carried out the test with the Hello theme from Elementor and tested all the plugins, no conflicts were detected. I still can’t find the cause of this problem, can you help me please?

Best regards, Alex

I had a similar issue with Gmail users not receiving pw reset emails. This has to do with Gmail / Yahoo changing requirements to help fight spam abuse, etc. The fix will require you to update your DNS records, specifically including: SPF with IP, DMARC and DKIM TXT records. Your hosting provider support should be able to help you with that. After fixing gmail users were receiving website emails again. Hope this helps.

This is an increasingly common issue in my experience. Try setting up SMTP authentication on the site with something like Easy WP SMTP or WP Mail SMTP.

Hi,

Thank you for your feedback.

I have updated your DNS records, including: SPF with IP, DMARC and DKIM TXT records.
I also switched to WP Mail SMTP for sending mail with Brevo.

Customers receive all emails except password reset emails.

Best regards, Alex

Hello again ,

I have completed all conflict tests. I first carried out the test with the Hello theme from Elementor and tested all the plugins, no conflicts were detected.

Could you please try running the conflict tests with a default theme like Storefront and Twenty Twenty Four, to see if there’ll be any noticeable changes?

Hi,

I just tested with the Twenty Twenty Four theme and it doesn’t work. All emails arrive in customers’ email boxes except the reset one.

is there another alternative?

Best Regards, Alex

Hi @alexprs7,

You may consider installing a plugin such as WP Mail Logging. This will allow you to access all outgoing email logs from your site. If you observe that mail is being sent, it’s worth inspecting your SMTP settings.

You can also follow our email sending FAQ for help, troubleshooting steps and solutions here: https://woo.com/document/email-faq/

I hope this helps! Please let us know how it goes or if you need further assistance.

Hi,

After downloading the plugin, I notice that no emails are being sent, which means it’s not an SMTP issue.

The function does not work at all.

Do you have another solution to solve the problem at the technical level of the function?
Do you please have support to access the back office?

Best regards, Alex

Hi,

In Woocommerce fatal error log file.

I encounter a problem at this location File class-woocommerce.php

$logger = wc_get_logger();
			$logger->critical(
				$message,
				$context
			);

Please can you help me ?

Best Regards Alex,

Hello alexprs7

Thank you for your reply.

As the next step, please conduct the following test.
1- Disable all plugins including WooCommerce but leave WP Mail Logging active.
2- Install the WP Mail SMTP plugin
3- Send a test email to your email address.

After this share a screenshot of the WP Mail Logging with me.
I want to verify if the problem is only specific to WooCommerce or if it is happening at the WordPress level.

Let me know about the outcome of this test. ??

Best regards.