[Resolved] Forgot Password is not working

[Author]

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[himanshuS]

Dear Support Team,

I am encountering an issue with the forgot password functionality on my website. I have implemented the following shortcode to render the password reset form:

[wpv-forgot-password-form redirect_url='hidden link' redirect_url_fail='/forgot-password/?reset_fail=true' reset_password_url='hidden link;

However, when a user attempts to submit the form, it consistently returns an error message stating: "Username not found."

The live form can be accessed here:
hidden link

Despite entering valid email addresses or usernames, the error persists. I would appreciate it if you could help identify the root cause and suggest a resolution. Please let me know if any additional configuration is required for this shortcode to work as intended, or if the form supports both usernames and email addresses for password reset.

[Minesh]

Hello. Thank you for contacting the Toolset support.

As per the Doc:
- https://toolset.com/documentation/programmer-reference/views/views-shortcodes/#vf-428134

Attributes "redirect_url", "redirect_url_fail" and "reset_password_url" should have the absolute URLs.

attributes:
redirect_url (opt):An absolute URL |

URL that defines where the user is redirected to when the submission is successful. By default, that is the current page.  The URL used must be an absolute URL within the same website or within the allowed redirect hosts.

redirect_url_fail (opt):An absolute URL

This URL defines where the user is redirected to when the submission fails. By default, that is the current page. The URL used must be an absolute URL within the same website or within the allowed redirect hosts. When submission fails, some messages can be displayed, depending on the error type. These messages can be customized using the wpv_filter_override_auth_errors filter.

reset_password_url (opt):An absolute URL

This link is displayed in an email sent to a user requesting a password reset. This is particularly useful if you want to provide a custom "Reset Password" page. You can use the [wpv-reset-password-form] shortcode, to display a custom reset password form.

What if you try to use the following:

[wpv-forgot-password-form redirect_url='<em><u>hidden link</u></em>' redirect_url_fail='<em><u>hidden link</u></em>' reset_password_url='<em><u>hidden link</u></em>;

[himanshuS]

Dear Support Team,

Thank you for your earlier response.

I’ve tested the shortcode again, and while the redirect URLs are working correctly, the form still returns the error "Username not found" — even when using a valid, existing user account.

For example, the following email exists in the system:
krishnashah972@gmail.com

It appears the issue may be related to how the form is validating user credentials rather than the shortcode parameters.

I’d appreciate your help in resolving this.

[Minesh]

Can you please check for any possible plugin conflict and see if you able to see it working.

Could you please try to resolve your issue by deactivating all third-party plugins as well as the default theme to check for any possible conflicts with any of the plugins or themes?
- Do you see any difference? if no:

Otherwise, please send problem URL and admin access details.

*** Please make a FULL BACKUP of your database and website.***
I would also eventually need to request temporary access (WP-Admin) to your site. Preferably to a test site where the problem has been replicated if possible in order to be of better help and check if some configurations might need to be changed.

I have set the next reply to private which means only you and I have access to it.

[Christopher Amirian]

Hi,

Thank you for the login information. Minesh is not available today but he will be online on Monday to resume the ticket.

I tried to login to your website and found out that there is a 2 factor authentication which prevents me to login. Please deactivate that so my colleague will be able to login on Monday.

Thank you.

[himanshuS]

Dear Support Team,

Two-factor authentication was enabled on the staging site — I’ve now disabled it so you can access it without issues.

Please feel free to proceed.

[Minesh]

I'm not sure why its not working for you.

For me its working. Please check the following screenshot:
- hidden link

[himanshuS]

I’ve checked this several times earlier and the issue consistently persisted. However, it now appears to be working as expected.

That said, the issue still appears to persist on the live link. Could you please review it on your end and help resolve it?

You can review the live form here:
👉 hidden link

[Minesh]

Can you please send me admin access details for the live site.

*** Please make a FULL BACKUP of your database and website.***
I would also eventually need to request temporary access (WP-Admin) to your site. Preferably to a test site where the problem has been replicated if possible in order to be of better help and check if some configurations might need to be changed.

I have set the next reply to private which means only you and I have access to it.

[Minesh]

Well - when I submit the forgot password form there is something happens some code/script/html shown for a moment and gone away.

I suggest you should try to minimize the cause of the issue on your production site and check if that help you to spot the issue.

Maybe you can try to deactivate all custom code snippets/plugins and switch to default theme in order to find the root cause of the issue.

[himanshuS]

I’m currently not able to see any code or script on that page, and I’ve also cleared the site cache, so the issue may no longer be visible on your end either.

As mentioned earlier, I had already attempted disabling plugins during troubleshooting, but that did not resolve the issue.

Could you please review the site again and help identify any remaining problems?

Thank you for your continued support.

[Minesh]

Can you please create a staging site based on your current live/production site and then check if you able to see the issue with this newly stating site created based on your 1:1 copy of your live/production site.

Do you see any difference?

[himanshuS]

I’ve created a fresh backup of the staging environment, and the issue should now be visible for your review. You may proceed with any necessary checks or debugging steps as needed.

You can access the staging site here:
👉 hidden link

The server protection password remains the same as previously shared, and the admin credentials are the same as those provided for the live environment.

Please let me know if you require anything further.

[Minesh]

With this fresh copy of your live site which you moved to stating - can you please deactivate all plugins and check with default theme and see if you able to see it working?

[himanshuS]

Dear Support Team,

It appears that the functionality on the page is conflicting with the WP Armour plugin. Unfortunately, I am unable to disable WP Armour for this specific page without affecting broader site functionality.

Could you please assist in identifying the exact cause of the conflict and suggest a potential solution that would allow both the page functionality and WP Armour to operate without interference?

Thank you for your support.