Password Reset email not received

[spotyourcolors]

Hi,

I have a customer who says they have tried multiple times to reset their password and are not receiving the reset email.  I tried on my end as well and she still did not receive an email.  I Don't know if this is a shopify issue or email issue...

[Nick_Marketing · Accepted solution]

Are emails landing in the junk/spam box? Are they using a common email provider such as Gmail, yahoo, outlook?

Possibly, consider sending an email to merchant support, maybe they can look into the logs.
Contact page link: https://help.shopify.com/en/questions#/contact/

[spotyourcolors]

I had asked her all that and if she had a different email (she is using an att.net).  Took her a while to get back to me then was embarrassed because the emails had went into her spam.  I assumed she had checked that but I guess I shouldn't assume!  thanks for the tips

[Nick_Marketing]

@spotyourcolors 

Thanks for the follow-up!

[Wellness2022]

I just wanted to chime in and say thank you. I was going crazy trying to figure out why customers weren't receiving password reset emails, and I was literally on live chat with support for almost an hour troubleshooting until I came across this thread.