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"Reset and Send Password" Not sending email.


netnow

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Good Morning,

     When in the Client Summary or Profile area(s), and click on the "Reset & Send Password" link, it appears a password us being generated, and being set for that client, but no email is being sent.
- The "System Activity Log" says the password was reset, and an email has been sent,
- The "System Email Message Log" does not show a message being sent.
- Using the SIX theme. 
- WHMCS 7.10.2

Is there a checkbox or other knob somewhere in WHMCS config that might prevent/cause this?
Any suggestions to further troubleshoot this?

-T
 

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Hello,

It sounds like the email is being sent as you mentioned an entry in the activity log to this effect.

Password Reset emails are not logged in the email log for security reasons, we have this noted on our docs article here: https://docs.whmcs.com/Email_Sending_Issues

I would suggest checking the docs article for sending issues, and of course don't forget to check spam/junk folders! If you're still stuck please raise a support ticket and one of the team can take a closer look and best advise.

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2 hours ago, netnow said:

Is there a checkbox or other knob somewhere in WHMCS config that might prevent/cause this?

if you were to disable the relevant email template for these passwords resets, then the client summary alert would still tell you that the password reset has been sent - even if it hasn't actually been sent...

however, I don't think that is occurring in your case because if the template was disabled, then the email wouldn't be logged as being sent (as yours was).

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  • 2 months later...
  • 2 years later...

We sometimes have clients that dont receive the password reset email as well, happens with gaymail once in a while.

Our trick for this is to enable BCC on emails we send out, then we login to the BCC account and get the link that way, and either send it normally to them, or we just set a password for their account and tell them

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