Password reset issue

  • Recently, I’ve experienced a number of issues with the password reset tool. It appears to work as expected about only 50% of the time – as follows:

    User story: user requests to reset her password —> email with a password reset link sent and received —> user clicks the link, is taken to a password reset page, and is asked to provide a new password —> then one of the following happens:

    (a) password is reset successfully (about 50% of the time) OR
    (b) “invalid password reset link” message is shown (also about 50%).

    I’ve run multiple tests to confirm the above using a number of accounts, different machines and IP addresses. I’ve also tried deactivating the remaining plugins one by one and all together. The issue persists.

    Another major problem is that some users do not even receive the account activation email in the first place. This latter peculiarity seems to be even less predictable as some previously registered users (who had once received an account activation email) do not receive another one when they reregister. However, others in the same situation do.

    Any insight would be much appreciated.

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  • Plugin Support Ultimate Member Support

    (@ultimatemembersupport)

    Hi @mscouse,

    Do you have a server side caching active or caching plugin installed on your website?
    Please try to exclude Ultimate member pages from the cache and see if it helps.
    If you have any optimization plugin try to disable them as well.

    You can also do a quick conflict test so we can rule out conflicts with your theme or other plugins. Here is the doc on how to do a conflict test if you are not sure how to do it.

    Regards.

Viewing 1 replies (of 1 total)
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