Did you ever get a reply from Shopify or anyone in this forum?
Topic summary
Multiple Shopify store owners report a persistent issue where customers cannot receive password reset emails through the standard forgot password link. The problem has existed for some users since at least 2019 and continues to affect stores regularly.
Key symptoms:
- Password reset emails fail to arrive (not in spam/junk folders)
- reCAPTCHA gets stuck in an infinite loop during reset attempts
- Issues occur across multiple browsers (Chrome, Firefox, Safari) and email clients
- Some stores have disabled reCAPTCHA entirely, but this doesn’t resolve the email delivery problem
Current workaround:
Manually sending password reset links through Shopify Admin (Customers > select email > ‘reset password’) successfully delivers emails to customers.
Status:
The discussion remains unresolved with no official Shopify response. One participant notes the issue is “mission critical” as customers cannot access purchased products when locked out. Users request alternative authentication methods like one-time passwords (OTP) to bypass email dependency. The problem occurs multiple times per week for affected stores, requiring ongoing manual intervention.