Forgotten passwords

Service: Hoop.la

Forgotten passwords

Service: Hoop.la

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Hi Emma-

We have no reports of any issues with the "lost password" functionality. Can you provide more details about what is going wrong for your users?  Are they failing to get the password reset email? Are they getting the email but the link in the email is not working?

The more details the better. Thanks!

Hi Emma,
Can you give us an example of an email address or two that have requested but not received a lost password, please?  We can check the logs and see if there is any help there.

Hi Emma,

I checked our mail logs and found the following:

  • ljohnson@cmhamps.ca: May 7th 11:15 PT - A password reset request was successfully sent. There were confirmation messages sent one minute later and then again the next day.
  • shelly@nas.net: May 10th 13:14 PT - A password change confirmation email was successfully sent (from the profile page)
  • SHwang@schizophrenia.on.ca, rosalyn.larochelle@wdgpublichealth.ca, mluukkonen@nshn.care: No messages found about password resets or changes since April 15th

I checked our application logs and found the following:


According to our records, for the email addresses you mention, everything seems to be working as expected.

Do you have any further information (maybe other email addresses?) that we can check?

Thanks!

Regards,
Paulo

Hi Emma,

I wonder if users are getting confused on how to use the "Forgot your password" option? Because from the logs (since April 15th) it seems like only one user actually used the form to reset their password. 

Would it be possible to get one of these users to detail what steps they took and what issues they are facing? 

Hi Emma,

Yes, that would be great. If possible, could you take note of the local time and date of when you run these tests so I can cross-reference with our logs if any issues arise?

Thanks!

Regards,
Paulo

Topic Assigned

This topic has been assigned to Paulo Jacob by Paulo Jacob.

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