Reset password not working

[marianogi]

Hi!
I have a very important and urgent problem: the reset password system is not working!! Users can click in the link, they receive the email, set their password but when they try to log in with their new credentials the system does not let them in. It says (in Spanish) something like “Access data not valid”, as you can see in the screenshot attached.

This is urgent because some of my clients can’t log in!

Thank you in advance.

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[Aizaz Awan]

Hello, @marianogi,

Thank you for reaching out to us regarding the issue you are facing with resetting your account password on our website. We apologize for any inconvenience this may have caused you. We understand the frustration that comes with being unable to access your account despite successfully resetting your password.

We have thoroughly investigated the matter, and we can confirm that the Porto WordPress theme and all relevant plugins on our site are up to date. While we strive to ensure seamless functionality, occasionally, unforeseen conflicts or issues may arise in live environments. Rest assured, we are committed to resolving this matter for you.

Given that your site is live and we are unable to directly debug or modify plugins at this time, we kindly request your patience and cooperation in helping us troubleshoot the issue. We have identified a few potential causes for the problem and suggest the following steps for you to try:

1. Clear your browser cache and cookies: Sometimes, outdated or conflicting information stored in your browser’s cache can cause login issues. Clearing the cache and cookies will ensure you have a fresh start.

2. Disable third-party plugins: Third-party plugins, even if they are updated, can sometimes conflict with the login process. Temporarily disable any third-party plugins you have installed and try logging in again. If the issue is resolved, you can gradually re-enable the plugins to identify the specific one causing the conflict.

3. Switch to the default WordPress theme: Temporarily switch your website to the default WordPress theme (such as Twenty Twenty-Three) and attempt to log in again. If the login is successful with the default theme, it indicates that there may be a compatibility issue between the Porto theme and another element of your site. This information will help us pinpoint the cause of the problem.

Once again, we apologize for any inconvenience caused and appreciate your cooperation in helping us resolve this issue.

Thank you for your patience and understanding.

Best Regards,
PThemes Team.

[Author]

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