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Thread tagged as: Question, Members

Members password reset email

I am having some trouble where on random occasions the reset password email is failing to send to the account email on the members app. I can't find any similarity between the members having trouble, they are using different email address and created accounts at different times. I have tested it myself and never seem to manage to recreate the problem, I have asked them to check their junk/spam and they still report it not receiving the email.

Timothy Rackham

Timothy Rackham 0 points

  • 4 years ago
Drew McLellan

Drew McLellan 2638 points
Perch Support

You mean the reset email? Is it failing to send, or just not being received?

Yeah the reset email sorry ! I'm not sure cause I test it and it's fine but then multiple people have emailed about having the problem. Their email address differ so it's not one email service blocking the email either.

Drew McLellan

Drew McLellan 2638 points
Perch Support

Is the 'from' address you're sending from associated with the server?

Drew McLellan said:

Is the 'from' address you're sending from associated with the server?

Yes

Drew McLellan

Drew McLellan 2638 points
Perch Support

You could try testing with Mailtrap.io - that has a spam checker that analyses the message to see how likely it is to be marked as spam.

But the email is not going into spam, they are reporting not finding it at all.

Would the diagnostics from perch help ?

Drew McLellan

Drew McLellan 2638 points
Perch Support

It might be rejected as spam before it reaches the recipient.

It sounds like the email is being sent correctly.

I know its been a while, I have tested this and the email never turns up on mailtrap...

Rachel Andrew

Rachel Andrew 394 points
Perch Support

If it i happening "randomly" then it is unlikely to be Perch, but there is something that is changing about the environment that causes this.

We'd need more information to be able to help.

what sort of information can I provide ?

Drew McLellan

Drew McLellan 2638 points
Perch Support

How is your mail configured in Perch? Are you using an SMTP server?

PERCH INFORMATION

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Production mode: Production (100)
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HOSTING SETTINGS

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Drew McLellan

Drew McLellan 2638 points
Perch Support

From what I've can see that looks like a no, so that would be my suggestion.