Password Resets

Shannon Conner

Hi All!

We are a small museum and having lots of issues with patrons registering/resetting passwords. It seems like every time we host an event that we ask people to sign up for, paid or free, we get a lot calls and emails from people who are struggling. We have even had high level donors telling us they struggled and this is going to cost us donors.

Anyone else having similar issue? Or have any ideas?

Currently, I removed the registration option so that we don't loose donors over this event, but I will need to put it back on there soon as we have programs coming up with automatic member discounts.

Katherine Fallon

@Shannon Conner We are also having this issue! It seemed to get better for a few days and is now worse again. Many people are calling with difficulties. Have you found any solutions?

Anna Kane

@Shannon Conner We are encountering this too. Are they getting an error message when they try to reset their password?

It seems to come and go, as well for us.

Ray Bergman

Hi everyone, the Altru team is aware of the issue and have a defect open with our product development team, which will be resolved in our next release during Q1; however, we do have some workarounds available as well. This KB can help, and of course, if you have any questions or need help with either of these options, please reach out to customer support and we would be happy to assist further!

Deborah Ruzicka

@Shannon Conner
We have been working with Altru trying to resolve the issue with sign-ins since October. No fixes yet.

Marissa Tucker

@Shannon Conner
Same here! Following this thread to stay in the loop

Liz Broughton

@Ray Bergman
@Shannon Conner Just wanted to add that we are having the same issue. We have a members-only event which means people have to login and several people have complained of being locked out of their accounts after receiving error messages about their emails and/or passwords. The solution you've linked to doesn't seem particularly helpful either as MFA hasn't been enabled yet.

Ellyn Giordano

@Ray Bergman
Our patrons also have issues especially with member only events. They ask for a password reset and don't receive the email to reset their passwords.

Ray Bergman

@Ellyn Giordano, ok as i mentioned in my original post - please reach out to Customer Support if the issue is still persisting.

Lydia Lingerfelt

@Shannon Conner

Has this improved for you?

We occasionally have issues with people getting locked out or resetting their passwords and never receiving the email, but most seem to be able to make it work.

Shannon Conner

Hi everyone! Thanks for your support.

I was informed by Altru support that the update a few weeks ago should help with this problem. However all of our member programs we still have issues with people signing up and use the honor system for patrons so they do not have to sign in.

However our camp programs seem to be fine. I think for us it is the demographics of the people signing up for events. Those with young children seem to have no problem with the technology to sign in to get their automatic member discount. However, the retired community here can't figure it out.

I wish it was an easier process, we have had donors call us and tell us we are loosing money because of the difficulties signing in.

Dave Judy

@Katherine Fallon
Our biggest problem is that when members use the “forgot password” link to update their password, it returns them to the same “forgot password” page - EVEN THOUGH it has successfully updated the password. This causes them to re-reset (and even re-re-reset) their passwords, and eventually get locked out. I would love it to go to a new page that says “password successfully updated” or even say on the page “Reset your password only once and then try to purchase” but there is no way to update the language on those admin pages!