I may be misunderstanding the situation, but it appears to me that when customers submit a request for a forgot password email it gives them a success message regardless of if the provided email exists in the system as either a login or eaddress. I looked through the documentation and there is no mention of "error messaging", just the message for when the submission goes through. It doesn't happen often but every once in awhile we get customers who complain they they're not getting their password reset emails, but its simply because the eaddress isn't associated to a login, but TNEW does not give them any indication of this issue. We primarily do not create logins when adding eaddresses to new records for regular phone/window sales. We did do that once, but it just caused more issues since people weren't aware of that fact and got frustrated when it would not let them register a new account, so we figured its easier to just merge accounts later.
Does anyone experience this issue often? I was thinking perhaps we could update the success message to explain this, but I can't think of a way to word it that wouldn't be too confusing to the customer?
Indeed, functioning as intended.When this finally clicked for me, I reworked our phrasing. Feel free to borrow if you like it: https://tickets.newvictory.org/account/login
Thanks Jamie, this is a great example. Do you know if your success message has anything special, like an invitation to reach out if they don't receive the email, or something similar?
From my Admin portal:
If we find a match to the address submitted, you will immediately receive an email with a link and instructions to reset your password. For further assistance, please contact Ticket Services.
To see it in action, try the actual process. I have enough trouble typing my password correctly without doing a reset!
Here is what we use:
Neil
MN Zoo