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Daniele Cmty
Helper ⭐️⭐️
March 13, 2023

Login: Let end users know if they have no account with that email address.

  • March 13, 2023
  • 14 replies
  • 123 views

Hi there, lots of our end users have the following issue:

If a user clicks on “reset password”, they will be told that “we emailed you password reset instructions” even if they inserted an email that is not registered. 
Instead, I would expect the message: “you are not registered to this community with this email address.”

Why does it matter?

We have 2 separate communities that look almost exactly the same (different language). On a daily basis, users will try to log in to the “wrong” community to which they have no account to. They login fails, and the error message says “wrong email and/or password”. So they assume their password is wrong, because they obviously think they are registered (but they are registered in the other community).

So they click on “forgot password”, enter their email, and get the following message

 

 

But that’s a lie, because they did not get any reset instructions; they got no email at all.

So then they try again and again and end up frustrated.

So they write us an email trying to get help, (which we have to answer every time), or even worse, they give up and stop trying to use the community altogether.

Instead, it would be good if they were told the truth: that they are not registered to this community. 

 

 

14 replies

Daniele Cmty
Helper ⭐️⭐️
July 10, 2023

 

Any clue how i can change the phrase? i haven’t been able to find it on the frontend or backend.

olimarrio
Gainsight Employee ⭐️
Gainsight Employee ⭐️
July 10, 2023

Hey @Daniele Cmty 👋,

For this:

You can add the following phrase:

Module: Forum

Key: An e-mail has been sent to you containing an URL where you can reset your password. If you click on the link in the e-mail, you can change your password.

 

Let me know if there were any other hidden phrases you were still looking for here.

Daniele Cmty
Helper ⭐️⭐️
July 11, 2023

That did the job @olimarrio, thank you!!

btw: I did not know that I can add my own phrases! 🤯 I thought only what’s available on the list can be changed.



 

Daniele Cmty
Helper ⭐️⭐️
July 11, 2023

@olimarrio now I wonder if there are more phrases that I want to change (and can add), but didn’t know I could 🤔

 

Is there anywhere I can find a list of all available phrases?