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Members not receiving password reset emails?

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Hi!

A former web design client of mine has asked me to resolve an issue with members not being able to reset their member areas passwords. Multiple members have complained that they are not receiving the password reset link emails. Aside from asking them to check spam folders for missed emails, is there any backend way I can help ensure that they receive the reset links, or any ideas as to what might be the issue? If anyone has navigated this issue before, I’d love to hear your advice. Thanks! 

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18 hours ago, ZoeyJane said:

I am having issues with members having forgotten their password and are unable to reset or find a "forgot my password" link on their sign in page.

Where are they signing in? Please provide a link.

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On 4/14/2022 at 12:40 PM, augustabelle said:

Multiple members have complained that they are not receiving the password reset link emails. Aside from asking them to check spam folders for missed emails, is there any backend way I can help ensure that they receive the reset links, or any ideas as to what might be the issue? If anyone has navigated this issue before, I’d love to hear your advice.

I always recommend setting up a member account that you (or your client) can use for test purposes. You can then log on to this account using a private/incognito browser window whenever you want to view the website from a member's perspective. 

Once you have a test member account configured, you can try the "forgot my password" link to see if you receive the reset email. Although any platform can experience intermittent failures, if you receive the email correctly then there's a good chance that other members would receive it correctly too, suggesting that any issues relates to them and their email account. For example, the email may have been marked as spam by their mail provider.

On the other hand, if you don't receive the reset email either then that's more concerning! You can carry out some basic troubleshooting (checking your own spam folder and your own email settings) before potentially contacting Squarespace Customer Care. Although you don't have access to their backend systems to check if the emails were sent correctly, they do.

I hope this helps.

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Improve your online store with our extensions.
About: Squarespace Circle Leader since 2017. I value honesty, transparency, appreciation and great design ♥.
Work: Squarespace Developer and founder of SF Digital, building the features Squarespace didn't include™.
Content: Links in my posts may refer to SF Digital products or may be affiliate links.

Buy me a coffee

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