Resetting email password is not working

ImperialTrader

• October 27, 2021 10:01

Hello, When I open mydomain.com/webmail and try to reset the password, I have to enter my username, which is ok and functioning, but when I see another step of the reset password procedure, I get confused: Complete your contact email address below to receive your security code. Contact Email Address: Hint: x--m@p--a.com This is absolutely not part of my contact address. And when I try to enter my real contact email address, it says: "The email address you provided does not match our records.". But it is correct, it's the same as "Preferences >> Contact Information" exactly. I have also checked "Tweak settings" in WHM: "Allow cPanel users to reset their password via email." is set to "on". How can I solve this issue?

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  cPanelAnthony

  • October 27, 2021 17:27

  Hello! To confirm, your email doesn't start with x and end with m before the @, and it doesn't start with p and end with a after the @? Also, if you navigate to "list accounts" in WHM, you can verify that the correct contact email is displayed? Thanks!

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  ImperialTrader

  • October 27, 2021 18:41

  Hello! To confirm, your email doesn't start with x and end with m before the @, and it doesn't start with p and end with a after the @? Also, if you navigate to "list accounts" in WHM, you can verify that the correct contact email is displayed? Thanks!

  
  Yes sure, my email is correct at "list accounts" in WHM and same as in "Preferences >> Contact Information" exactly.

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  cPanelAnthony

  • October 27, 2021 19:09

  Hello again! My apologies, I was thinking of the wrong contact email. The contact email for email addresses is actually different than the contact email for the cPanel account. If you open the cPanel interface for the cPanel user, then click on 'User Manager' under 'Preferences', you should be able to click 'Edit' under the email accounts listed there. On that page, you can specify the 'Contact Email Address' that can be used for password resets.

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  ImperialTrader

  • October 27, 2021 19:22

  Hello again! My apologies, I was thinking of the wrong contact email. The contact email for email addresses is actually different than the contact email for the cPanel account. If you open the cPanel interface for the cPanel user, then click on 'User Manager' under 'Preferences', you should be able to click 'Edit' under the email accounts listed there. On that page, you can specify the 'Contact Email Address' that can be used for password resets.

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  cPanelAnthony

  • October 27, 2021 19:23

  You're quite welcome! I am glad I could help.

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  Rusdi1437

  • July 20, 2023 06:09

  I'M FACING ISSUE WHILE RESETTING MY CPANEL PASSWORD, AS MY RECOVERY EMAIL ACCOUNT IS CORRECT, BUT I'M NOT GETTING RESET MAIL. HELP...

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  cPRex Jurassic Moderator

  • July 20, 2023 17:09

  @Rusdi1437 - if you don't have root access to the server, you'll need to contact your hosting provider or datacenter as there won't be much we can do on our side to help. Someone with access to WHM will likely have to help change those settings and see why the password reset emails aren't working.

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