A customer cannot sign in and never gets the reset email

When a customer clicks Forgot your password? and the email never arrives, the usual cause is their own email provider refusing mail from the service your store sends through. Small and local providers (often an internet company's own mail, such as a business domain hosted by a regional ISP) do this most. When it happens, none of your store's emails reach them: not the reset link, not order confirmations, not tracking.

What to tell the customer

• Ask their email provider to accept mail from Postmark (postmarkapp.com), the service your store sends through.
• Or give you another email address, such as Gmail.

Change the customer's email address

1. Open Customers and click the customer's name.
2. Change the Email box and click Save Changes.

Their order and account emails go to the new address from then on, and they sign in with it.

Note: If a customer needs to get in right away, email us and we can set a temporary password on their account and tell you the exact reply their email provider gave. They choose their own password the next time they sign in.

More help

• Logins and passwords