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Why The Accounts Reset mail is not sent to the recipient Email

This topic has 8 replies, 2 voices, and was last updated 8 months, 3 weeks ago ago by Rose Tyler

zjulie1

Participant

August 13, 2023 at 20:55

If you try to log in and reset your password from here https://prnt.sc/T6txkKXMF8Yx you will not get the email for that. Will you mind fixing it for me?

Please, contact administrator
for this information.

#364423 Copied Theme version: 1.0 WooCommerce version: Updated

7 Answers

Rose Tyler

Support staff

August 14, 2023 at 06:34

Hello, Zjulie1,

Thank you for contacting us and for using XStore.

Please check if The Accounts Reset mail can be sent with the default WooCommerce theme – Storefront activated.
Go to Appearance > Themes > Install and activate the official WooCommerce theme Storefront for a few mins and check if your issue appears with our theme only or with the default WooCommerce theme too.

Let us know the results, it is possible that the problem is independent of our theme.

Kind Regards,
8theme team

#364437 Copied

zjulie1

Participant

August 14, 2023 at 14:11

I tried and it’s working with the storefront theme. Why not just try from your end and fix the issue? I believe this is the last issue which I want help from you guys. Just make sure whenever someone send reset password or registers a password it should directly hit their inbox as soon as possible.
if you suggest me to Contact woo-commerce support for this issue because I got this option whenever I bought your theme and hope you should better check from your end Sir.

Please help me out

#364510 Copied

Rose Tyler

Support staff

August 14, 2023 at 14:54

Hello, Zjulie1,

Thank you for the response.

Your test confirmed that the problem is independent of our theme, it is independent of any theme you are using, so it can’t be fixed from the theme side, because the issue is not affected by the theme. We hope it is clear now.

About the solution: yes, you need to contact WooCommerce support, but at the same time, you need to contact your hosting provider, sometimes such problems can be caused by something from the server side.
Verify with your hosting provider if there are any specific requirements or restrictions for sending emails from your server. They might have certain limitations or configurations that need to be addressed.
Make sure that Mail function is enabled on your server, check mail logs, and make sure that the mail function works fine from the server side.

We trust that the information provided will be of significant assistance to you.

Kind Regards,
8theme team

#364519 Copied

zjulie1

Participant

August 15, 2023 at 04:02

This is really Ridiculous that every time you just leave the solution part to me. It’s not Good. Because I believe this is the best theme over themeforest and your support should be number 1. I told you that whenever I switched the theme to the storefront theme the login option is working fine only the problem happens when I am using Xstore theme. So it’s the problem with your theme. and my server had any issues it would never work with the storefront theme as well. So please bring your expert and please fix the issue because we are stacked only here now. i don’t how you have configured woocommerce login feature within your theme and it should work dynamically without any issues. so I beg you please fix this issue for me. whatever action it needs to fix please take it. I have the backup of the website but please don’t say no this time. i know you are the expert of your theme

#364546 Copied

Rose Tyler

Support staff

August 15, 2023 at 05:27

Hello, Zjulie1,

Thank you for your response!

We apologize for any misunderstanding in our initial communication. If the issue continues to persist exclusively with our theme, we assure you that we will conduct a thorough investigation to resolve the problem. Your patience and understanding are greatly appreciated.

Please provide FTP access. To create FTP access (FTP host, FTP username, FTP password, FTP port, FTP encryption) , please contact your hosting provider for assistance.

Also, please be so kind and do 2 more tests:
– check how it works when the parent theme is activated (to be sure that changes in child theme files don’t affect the mail);
– disable all 3rd party plugins and test how it works then, to be sure there is no conflict with a plugin.

Thank you for your cooperation! We look forward to hearing from you.

Kind Regards,
8theme team

#364550 Copied

zjulie1

Participant

August 15, 2023 at 17:21

Please fix me this time without any confusion. I know you are the best

Please contact administrator
for this information.

#364648 Copied

Rose Tyler

Support staff

August 16, 2023 at 15:18

Hello, Zjulie1,

Thank you for your response!

Please check the next screenshots:
1/ Off-canvas lost password -> https://prnt.sc/Nf7C-Fa_RTWl
2/ On clicking “lost password” you will be redirected to a separated page -> https://prnt.sc/OGAvzZ9XtDbD
3/ After putting the email address and pressing the Reset Password button -> https://prnt.sc/jc4yWzILR4Gf
3/ Email that customers get on “Resetting password” action -> https://prnt.sc/kyL-kJFE6uBw
Everything works as expected so in case you meant smth else, please provide us with more information with a video of the problem.

Kind Regards,
8theme team

#364720 Copied
Tagged: accounts reset mail, email delivery issues, recipient email problems, troubleshooting wordpress, woocommerce email notifications, wordpress woocommerce templates
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