my customer is asked to reset password - they do but then it doesnt work.
Hi, @afenos .
To confirm, was the customer able to successfully reset their password, but when they attempt to use the new password it doesn’t seem to be working? Or are they not able to reset their password at all via the reset password email?
You could firstly try to get the customer to troubleshoot this issue on their end, so that we can rule out any browser caching issues on their end. Feel free to send them the following steps:
- Try to reset your password or to login to your account using the new password via an incognito window
- Or, you can use your usual browser but to clear the browser’s cookies and cache
- You can also try another browser. For example, if you’re using Safari, you can try using Chrome or Firefox
- You can also try to use another device, such as your mobile or a tablet
If the above steps still don’t work, do you know if you’re using a third-party app that is controlling your store’s customer password reset email notification? If this is the case, you can try to disable the app’s features if it’s available to do so within the app, to see if the issue will be fixed. You can also try to revert the customer password reset email notification on your end. You can follow the steps below to do this:
- On your Shopify admin, go to Settings > Notifications > Scroll down to Customers > Click Customer account password reset.
- On the Email body / HTML section, cut and paste all of the current HTML content into a separate text document (a Google document or Microsoft Word, for example).
- Once saved, click on the Revert to default button.
- Save your page and send the customer another password reset email.
If the customer is still having issues after all of the above, you can contact our Live Support team so that we can take a closer look at the situation from our end. To get in touch with our team, you’ll need to login to your store via our help centre here. Once logged in, select a topic that best fits your query or situation. From there, you’ll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team.
It’s nice to see that you have customer accounts enabled on your store though! This is a great first step and strategy to improve customer retention and brand loyalty. For more best practices on customer retention and how you can drive customer loyalty on your store, check out our Shopify blogs below that dives into this topic in more detail:
Original response from customer about password:
"I’ve been having some issues signing into the new idesignsol.ca site. I can’t sign in with my password. It allows me to reset the password and sign me in, but then afterwards, the new password doesn’t work again. "
I sent instruction to try:
Try to reset your password or to login to your account using the new password via an incognito window<> Or, you can use your usual browser but to clear the browser’s cookies and cache<> You can also try another browser. For example, if you’re using Safari, you can try using Chrome or Firefox You can also try to use another device, such as your mobile or a tablet
…waiting on response from customer
Thanks for the update, @afenos .
Is the issue only happening for one customer so far?
From the customer’s response, it sounds like it might be a browser caching issue on their end. So if this is the case, following the steps you sent to them should be able to resolve their issues.
Let me know how the customer gets on with the troubleshooting steps though, once they’ve replied back to you.
Still an issue after clearing cache, history, etc.
Hi Andy,
I tried clearing cookies and using the incognito window, still didn’t work. Weird. I might just continue using my .com account then.
Ah I see, thanks for confirming @afenos .
In this case, if you’d like further eyes on the issue you can contact our Live Support team by following the instructions I sent through in my first reply. From there, our team can take a closer look at the situation from our end.
Hi Kimi,
I followed your steps on the customer password notification email but when I delete the html and then save, the ‘revert to default’ button is greyed out and I cannot select it. When I leave and return to notification email the html appears (never deleted).
If you’re unable to click on the Revert to default button using the initial instructions I sent through, you can follow these steps instead:
-
On the Customer password reset notification page, type in a letter into the email body / HTML. Once that’s done, click Save.
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The Revert to default button should now be clickable, as seen below.
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Once the email body / HTML has been reverted to default, you can now resend your customer another password reset email.
