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  • Reset Password

    Everyday we have people call/email that can not reset their password. Many say they get an "invalid verification word" error, which is odd cause we use invisible recaptcha - doesn't use verification words. I can't replicate it, but there is definitely an issue since its a repeat complaint. Doesn't seem to be any specific browser issue.

    Email from customer today: "I tried to do it online but no matter what I did, I couldn’t make my password work and it would not reset it. It kept telling me I had a wrong verification code, but I never got a code!"

    Anyone else getting a ton of complaints?

  • #2
    We get this regularly. Customers cannot reset their own password and call frustrated. We do it for them. This has been an issue for a LONG time......

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    • #3
      Sorry you are getting reports regarding this happen with your customer. I can get this looked into further, if you currently have a ticket opened please provide the id. Thanks!

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      • #4
        I just checked and some of our customers have also reported the issue. It doesn't look like it has been going on for long (I need to verify that however) but for the last few weeks we have had customers reporting the exact same problem.

        3dcart updated our site around that time and we assumed it was related to that. We have told our customers to reset their browser cache and that works for some, but not all of our customers.

        That isn't an acceptable solution even if it did always work of course. But it looks like around half of our customers were able to resolve the issue that way.

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        • #5
          If it helps any we've gotten reports from Mac and Windows PCs, Safari, Chrome, and Edge, as well as Android and iOS devices. A couple of our customers tried on more than one device.

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          • #6
            I have also gotten irritated customers about this regularly - many send for the password reset and it says it has expired already. The entire password system needs to be revamped somehow
            Joe Arbogast
            http://www.birdsafestore.com

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            • #7
              Just want to chime in. We have experienced this problem for years. I can not replicate it under any circumstances, but it happens so frequently that a problem does exist.

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              • #8
                I like the whole passcode reset used on many sites. Emails a passcode, enter passcode (confirms ownership) on the page you initiated the reset, then allows the password reset. No bouncing around on different pages.

                3dcart-William Replied to my TAM this morning. Can you please make sure he received it? There tends to be email issues between us...

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                • #9
                  we to have this issue since store was opened .... entire process is sham ..

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                  • #10
                    This now explains why customers will state from time to time they can't reset their password - I passed if off that they for some reason had issues with whatever device they were using - I would then reset password on my end.

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                    • #11
                      Originally posted by ebeegirl View Post
                      This now explains why customers will state from time to time they can't reset their password - I passed if off that they for some reason had issues with whatever device they were using - I would then reset password on my end.
                      That has been my solution as much as possible. My concern has always been how many people give up before contacting.

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                      • #12
                        it's look like they finally addressed issue in latest update....

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                        • #13
                          Hello everyone! The developers released an update and this has been corrected.

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                          • #14
                            That is great news!
                            http://www.pack-secure.com

                            Packaging and Shipping Supply Specialists

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                            • #15
                              Great, what version do we need to be on to get this fix as we had another call this morning from pissed customer.....

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