Hello Kavaitri,

Thank you for reaching out ot us.

Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we can log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue. 

We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties. 

You can write credentials here; just check PRIVATE Reply so nobody can see them except us.

Hello Kavaitri,

Thank you for the update on this.

Please test it out now and let me know if it works or not.

Looking forward to your reply.

Hello Kavaitri,

Thank you for the detailed explanation. To investigate this further, could you please check the console for any errors when you try to reset the password? This will help us identify the cause of the issue.

Once you provide the error details, I'll be able to assist you further.

Looking forward to your response!

Hello Remi444,

Thank you for helping with this case.

Kavaitri, 

I have passed this issue to our developers and will let you know as soon as possible.

I appreciate your patience!

Hello,

Do you recall adding any of these plugins for login redirections or 2FA verification since this issue started happening? It might be a conflict.

Also, some of your customers have the "Customer" and "Amelia Customer" roles. Is this issue happening for all your customers or only for specific ones?

You can try deactivating some of these plugins and check if the issue is resolved.

If that did not help you, could you please provide a staging website where we can test the issue? This will help us troubleshoot and find a solution more efficiently.

Looking forward to your response.

Hi Kavaitri,

Thanks for your update! I’m looking forward to hearing what you find after checking the roles and deactivating those plugins.

Regarding the staging website, you can provide one by setting up a copy of your live site on a subdomain or a separate server. Most hosting providers offer staging environments, or you can use a plugin like WP Staging or Duplicator to create one. Once it's set up, please share the login details so I can check further.

Let me know how it goes!

Hello,

I wanted to let you know that we have noted this as a bug, and it will be addressed in one of the future updates.

This issue arises when the Employee Panel is not activated. To resolve this, please follow these steps:

1. Go to the Settings menu in your Amelia dashboard.

2. Navigate to the Roles Settings section.

3. Look for the option to Enable Employee Panel and make sure it is turned on.

Enabling the Employee Panel will ensure that customers can successfully change their customer panel password until we fix this issue. 

Please let us know if this resolves the issue or if you need further assistance.

Hello Kav,

Thank you for the update! Glad to hear it's working now. Also, a big thank you to Remi444 for helping our users! Let me know if you need any further assistance.