Can't reset password

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  fjones101 · Member · Jan 4, 2018 at 9:03 am

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  Trying to reset my password via the email link – when I type in a new password and press reset it just shakes and prompts me for another password – tried using a computer generated one to no avail – any ideas?? Support is pretty poor

  The blog I need help with is: (visible only to logged in users)

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  gemmacevans · Member · Jan 4, 2018 at 9:14 am

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  Hi there,

  when I type in a new password and press reset it just shakes and prompts me for another password

  Are you seeing any error messages when adding a new password? If so, please paste the error into your reply so I can take a look.

  Just let me know and we can go from there.

  Thanks!

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  fjones101 · Member · Jan 4, 2018 at 9:26 am

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  Hi there,

  Thanks for the quick reply – I’m not getting an error message but there is a box above the password box which is empty but the left end of it is red….is there a way I can send a screenshot?

  Thanks

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  fjones101 · Member · Jan 4, 2018 at 9:26 am

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  This is to log on to my website

  http://www.francesca-jones.co.uk/wp-admin

  not the blog btw

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  fjones101 · Member · Jan 4, 2018 at 11:07 am

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  Hi there, are you able to assist me further? Many thanks

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  pauljacobson · Staff · Jan 4, 2018 at 11:26 am

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  Have you tried to click on the “Lost your password?” link on the http://francesca-jones.co.uk/wp-login.php page again to start the password recovery process again?

  What was the process you followed to reach the point where you clicked on the email link and found it wasn’t working for you?

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  fjones101 · Member · Jan 4, 2018 at 11:32 am

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  Hi yes I’ve done this several times across 3 browsers…..

  I clicked reset on the email, went through the process , it won’t save the new password. It’s really frustrating as wordpress are being really unhelpful and telling me to contact my host when the reset emails are from wordpress!!

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  fjones101 · Member · Jan 4, 2018 at 12:18 pm

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  Any other suggestions? Don’t understand why it’s so difficult to get any help with this

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  gemmacevans · Member · Jan 4, 2018 at 12:34 pm

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  Hi fjones101,

  Thanks for the link.

  wordpress are being really unhelpful and telling me to contact my host when the reset emails are from wordpress!!

  There are two types of WordPress (each are a separate entity):

  1. WordPress.com: where we host the site for you
  2. WordPress.org: where you install WordPress on your own hosting

  francesca-jones.co.uk is a WordPress.org sited by One.com, rather than WordPress.com. We have some information about the differences between the two here:

  WordPress.com vs. WordPress.org

  The account you have on francesca-jones.co.uk is separate from the one you have on WordPress.com, and the username and password are stored on One.com’s servers.

  For this reason, we are only able to help with WordPress.com sites, which are hosted on our own servers. There are couple of things you could try though:

  I recommend checking you are looking in the correct inbox for the password reset email — it needs to be email address you are using for francesca-jones.co.uk.

  If you are still unable to reset your password, please contact One.com for help — they should be able to give you some advice about the next steps.

  Come back to me if anything in unclear.

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  fjones101 · Member · Jan 4, 2018 at 12:43 pm

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  Hi thanks for your reply

  I’ve gone through all this with one. I’m receiving the reset email from wordpress. I click on the email which takes me to a new window with a box where I am prompted to do put it a new password. I do this and press reset. Nothing happens.

  Who/what/where does the issue lie please? I’ve been trying to resolve this for 4 hours- I’ve spoken to one.com and they say it’s your side..

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  pauljacobson · Staff · Jan 4, 2018 at 2:14 pm

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  Hi

  I’ve tagged the thread for follow-up by a Happiness Engineer. This issue may require their further involvement.

  In the meantime, perhaps try the process with a different browser (or even your same browser in a “Private” window). There may be an issue with your browser that interferes with the password reset process.

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  pauljacobson · Staff · Jan 4, 2018 at 2:17 pm

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  Just a quick follow-up: I didn’t notice that you had already tried a different browser and that Gemma had followed up with you. Apologies for the clutter in the thread.

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  fjones101 · Member · Jan 4, 2018 at 2:17 pm

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  Hi there, thank you so much. I have tried in all browsers. One.com are advising me to change it via their control panel if the email option doesn’t work (which it clearly isn’t) but this runs the risk of messing up the whole website?!

  I was thinking of moving platforms this year and this has made the decision for me!

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  fjones101 · Member · Jan 4, 2018 at 2:23 pm

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  There’s no support for wordpress.org it’s useless. It’s clearly an issue with them and they keep palming it off on my host. Any other advice from the staff??

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  gemmacevans · Member · Jan 4, 2018 at 3:10 pm

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  Hi fjones101,

  There’s no support for wordpress.org it’s useless. It’s clearly an issue with them and they keep palming it off on my host.

  As much as I’d like to help you, we have no control overfrancesca-jones.co.uk or your account there. In case you haven’t already seen them, the WordPress.org support forums are the best place to ask for advice with self hosted sites:

  https://wordpress.org/support/

  If you don’t already see an answer to your question there, you can start a new topic.