Recover password: unknown email

hwinston
Tourist
6 0 0

Hi everyone,

My customers cannot change their password. When you fill in the email on the password recovery page, you get an error message saying that the email is not associated with any account. I'm using the Debut theme. I never changed this part of the code. This is what the concerned code snippet looks like:

<div id="RecoverPasswordForm" class="hide">

        <div class="text-center">
          <h2 id="RecoverHeading">{{ 'customer.recover_password.title' | t }}</h2>
          <p>{{ 'customer.recover_password.subtext' | t }}</p>
        </div>

        <div class="form-vertical">
          {% form 'recover_customer_password' %}

            {% comment %}
              Add a hidden span to indicate the form was submitted succesfully.
            {% endcomment %}
            {% if form.posted_successfully? %}
              <span class="hide reset-password-success"></span>
            {% endif %}

            <label for="RecoverEmail">{{ 'customer.recover_password.email' | t }}</label>
            <input
              type="email"
              value=""
              name="email"
              id="RecoverEmail"
              class="input-full{% if form.errors %} input--error{% endif %}"
              autocorrect="off"
              autocapitalize="off"
              {% if form.errors %}
                aria-invalid="true"
                aria-describedby="RecoverEmail-email-error"
              {%- endif -%}
              >
            {%- if form.errors -%}
              <span id="RecoverEmail-email-error" class="input-error-message">
                <span class="visually-hidden">{{ 'general.accessibility.error' | t }} </span>
                {% include 'icon-error' %}
                <span>{{ form.errors.messages['form'] }}</span>
              </span>
            {%- endif -%}

            <div class="text-center">
              <p>
                <input type="submit" class="btn" value="{{ 'customer.recover_password.submit' | t }}">
              </p>

              <a href="#LoginHeading" id="HideRecoverPasswordLink">{{ 'customer.recover_password.cancel' | t }}</a>
            </div>
          {% endform %}
        </div>

      </div>

 

If anyone has a solution for this problem, thank you in advance!

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gina-gregory
Shopify Expert
710 48 176

Are you sure the customers trying to reset their password actually have an account? Customers that place orders will have a customer record, but not an account. An account needs to be created by the customer on the registration page (/accounts/register).

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hwinston
Tourist
6 0 0

Thank you for the answer. Yes I'm sure, because I tried to create an account myself and reset the password afterwards. For the moment, I have deactivated the possibility to create an account, but it must remain a temporary solution.. 

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