How do I help a member who has forgotten her password and has no access to the email address of record?

Product: Eve Community
How do I help a member who has forgotten her password and can't access the email address she used when she registered?
Original Post

Marked As Best Answer

First, you should attempt to verify that the user is who they say they are. Ask the user to provide you with some of the more obscure information found in their private profile. As an admin, you have the power to create custom fields for the profile, and make them required (or optional). It's a good idea to take advantage of a custom field for security use. If you're still not sure, send an email to the email address on the account to confirm that they would like to change the email address on the account. If the email isn't bounced back (indicating it's not being used), you may want to wait a few days (just to be sure you don't get a reply from a panicked user wondering who is trying to hijack their account).
Once you are assured that this is a valid request, go to your Eve control panel, to Eve>>Members>>Member Management and search for the user's current username or original e-mail address.
In the search results, click on the user's name to go to that person's Personal Zone.
Click on "Profile", then click the link for "View/Edit Complete Profile".
Check the box next to "Change Account Email?", and enter the new email address. You'll need to confirm it by typing it a second time. Scroll to the bottom of the page and click "Submit".
Contact the user to let him/her know that he/she should be able to access your site with the new email address, although they may need to verify the email address first.
If there are any problems, be sure to put in a support topic and we'll help you through the problem.

Best Answer

Activity Stream

First, you should attempt to verify that the user is who they say they are. Ask the user to provide you with some of the more obscure information found in their private profile. As an admin, you have the power to create custom fields for the profile, and make them required (or optional). It's a good idea to take advantage of a custom field for security use. If you're still not sure, send an email to the email address on the account to confirm that they would like to change the email address on the account. If the email isn't bounced back (indicating it's not being used), you may want to wait a few days (just to be sure you don't get a reply from a panicked user wondering who is trying to hijack their account).
Once you are assured that this is a valid request, go to your Eve control panel, to Eve>>Members>>Member Management and search for the user's current username or original e-mail address.
In the search results, click on the user's name to go to that person's Personal Zone.
Click on "Profile", then click the link for "View/Edit Complete Profile".
Check the box next to "Change Account Email?", and enter the new email address. You'll need to confirm it by typing it a second time. Scroll to the bottom of the page and click "Submit".
Contact the user to let him/her know that he/she should be able to access your site with the new email address, although they may need to verify the email address first.
If there are any problems, be sure to put in a support topic and we'll help you through the problem.

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