A user is having problems logging in. When he attempts resets his password via “I forgot my password” he gets this when he clicks:
Notice: no “email sent” message appears!
Just the “no entry” icon (which for some reason isn’t captured by the GIF). And, indeed he is getting no email with a link to click.
I’ve tried too using his email address (copied and pasted from my Admin view of his user account!) and I see the same behaviour.
Furthermore, from the Data Explorer I see that the last email sent to this user was yesterday (when I sent him a re-activation email, which he acted upon and reactivated). So the email isn’t leaving the server at all. (This is also confirmed in my Sparkpost reports.)
When I test the same process with a different test-account, I get “email sent” and everything is working. I get the email.
Could anyone guide me as to what might be wrong with this user’s account?
This shouldn’t be relevant because the email isn’t sending as far as I can tell, but my score on mail-tester is a respectable 8.5/10.