In Progress [CPANEL-21848] Reset email password not working

Samanosuke

Registered
Jul 19, 2018
3
0
1
world
cPanel Access Level
Root Administrator
I'm trying to use the reset password feature from the webmail login page but the email with the security code is never sent, if I click send code again I get this error
The system could not complete your request
also in /usr/local/cpanel/logs/error_log I get this
info [resetpass] Attempt to reset password for a non-existent Subaccount via cPanel password reset detected from IP
not sure if it's just a warning or the reason why it doesn't work, I've tried on 2 different 72.0.10 servers and it doesn't work on either of them, I've also checked the exim logs and there's no trace of such email
 

rpvw

Well-Known Member
Jul 18, 2013
1,101
462
113
UK
cPanel Access Level
Root Administrator
v72.0.10

Remember you are changing the cPanel account password from the password reset on the webmail screen ... NOT... an email password.

I tried it and the first page asks for the cPanel account username followed by the associated contact address (which it even gives you a redacted hint as to what email address it should be)

I then got an email to the address I had just input; with a security code that I then input when prompted.

The next screen gave me the password reset and generator dialogue, and when I had completed that, I got another email stating that the password for the :
  • ftp
  • mail
  • MySQL
  • system
had been successfully changed.

I wonder if you had mistakenly input an email address instead of the cPanel username ?

To change an email address password, you must first log into the webmail using an email address and its associated existing password, and then call the Contact Information from the drop-down (top right on the account name)
 
Last edited:

rpvw

Well-Known Member
Jul 18, 2013
1,101
462
113
UK
cPanel Access Level
Root Administrator
I read what it said in the blog, and I agree that it does look like one should be able to reset a mail account password

BUT

It does state sub accounts - and you must enter the contact email address to allow Subaccount users to use the Reset Password feature or to allow the user to set their own password ...... and the Reset Password for Subaccount option in WHM's Tweak Settings interface (WHM >> Home >> Server Configuration >> Tweak Settings) must be enabled.

I find the whole interface unintuitive in the extreme, and there ought to be a link in the page of existing email accounts to convert them to a sub account, as it does not seem possible to convert an existing email account into a sub account using the add account dialogue.

So YES - it does work, but only if the email account was set up as a sub account in the user manager in the first place !

UPDATE

OK so my apologies cPanel - it does seem to be possible to convert the email account into a sub account from the User Manager Page and add a contact email address - after which the password reset (for the sub account) works as advertised :-D
 
Last edited:

Samanosuke

Registered
Jul 19, 2018
3
0
1
world
cPanel Access Level
Root Administrator
ok so I took a look at user manager and it does work if I put an email as contact email address but I'm pretty sure it worked before without that, also it doesn't match the one in the user contact information page which clearly state that it's the one used for password reset
Enter an email address to receive account notifications and password reset confirmations.
 

rpvw

Well-Known Member
Jul 18, 2013
1,101
462
113
UK
cPanel Access Level
Root Administrator
ok so I took a look at user manager and it does work if I put an email as contact email address but I'm pretty sure it worked before without that, also it doesn't match the one in the user contact information page which clearly state that it's the one used for password reset
I have no idea if, or how, it used to work. To be honest it is the first time I have looked at it.

How an end user is supposed to work out how to use this facility is a mystery !

I think that cPanel had a great idea here, but the implementation somehow lost its way and ended up being terribly wrong, and the whole interface(s) presentation and end user logic now needs some considerable overhaul.

Personally I would start by taking the email addresses out of the user manager until they have been converted to a sub account - and the conversion process should start at the email list page (it might be useful to have some dialogue at the create email stage about converting to a sub account as well) rather than at the user management page.

Only after an email address has been converted to a sub account would it be listed in the user management page with the options to add ftp and webdisk etc.

I also think some attention should be made to clearly define and somehow distance the contact address for the cPanel account holder and a contact address for a sub account - as @Samanosuke pointed out - I am sure this will confuse end users as it stands. (It sure confused both of my brain cells :( )

I would like to think that cPanel developers would be grateful for any other ideas or points of view on how this feature could be better presented to the end user.
 
  • Like
Reactions: cPanelLauren

cPanelLauren

Product Owner
Staff member
Nov 14, 2017
13,296
1,272
313
Houston
Hi @Samanosuke

We have a case open for this right now CPANEL-21848 (there are a couple of others that are linked to this as well but this one being directly related).

Basically, the issue is that until you modify the account in the User Manager to make it a "subaccount" you will not be able to change the password this way. Once you modify the account (by changing any data) in the user manager this should function normally.
 

aUserName

Member
Sep 15, 2016
14
3
3
Tubes
cPanel Access Level
Root Administrator
This appears to still be an issue...
Why display the "Contact Information" section within webmail accounts at all if NONE of the information will be used?

Even after you do this manual fiddling with the User Manager NONE of the addresses entered by the email account user are regarded as valid.
Only the cPanel account owner can make changes to the contact addresses, and ONLY through the User Manager.

I can't be the only admin that finds this lack of QA for a paid product a bit frustrating. Is there perhaps a source repository I can open PRs against?
 

hiredgeek

Member
Jul 9, 2014
12
1
53
cPanel Access Level
Root Administrator
I have this problem as well.

1) WHM > Tweak Settings > 'Reset Password for cPanel accounts' - is set to On.
2) I made an email account on a regular cPanel account with the default package.
3) I change the email address under Webmail > Contact Infomation.
4) I test the Reset Password and get an error that says "This feature is Disabled".
5) I try turning on 'Reset Password for Subaccounts' in Tweak settings, and the error goes away.
6) However, the server doesn't send any email at all.
7) I read this forum and went to cPanel > User Manager, entered a Contact Email Address, and the email sending now works.
8) I log back in as the Webmail user and try changing my Contact Information again.
9) I test the password reset with the new email address and get this error: "The email address you provided does not match our records. "

Is there a way for a webmail end-user to change their Contact Information under Webmail > Contact Information?
 
Last edited:

cPanelLauren

Product Owner
Staff member
Nov 14, 2017
13,296
1,272
313
Houston
5) I try turning on 'Reset Password for Subaccounts' in Tweak settings, and the error goes away.
6) However, the server doesn't send any email at all.
What do you mean the server doesn't send any email at all? If you read this setting it's specific to allowing subaccounts (which a webmail user would qualify as) to reset their passwords via email - are you saying that the reset password email isn't being sent? If so the next step you took to update the contact information in webmail would allow for the email to be sent (this can also be set in cPanel>>Preferences>>User Manager as you found)


The only issue I'm seeing here as I'm reading it is
9) I test the password reset with the new email address and get this error: "The email address you provided does not match our records. "
I've tested this with the following:

  • Tweak Settings -> Reset Password for Subaccounts - enabled

  • I created a new email address as the cPanel user

  • I updated the email contact information in cPanel>>Preferences>>User Manager to my gmail address

  • I logged into webmail as the email user and changed the contact information to something else unrelated and got no errors:
Success: Your contact information and preferences have been updated.
OptionNew Setting
Enter an email address to receive account notifications and password reset confirmations.[email protected]
Enter a second email address to receive account notifications and password reset confirmations.[email protected]
An access token for Pushbullet.
Someone logs in to my account.on
Send login notifications, even when the user logs in from an IP address range or netblock that contains an IP address from which a user successfully logged in previously.on
My preference for successful login notifications is disabled.on
So I'm not able to replicate your issue @hiredgeek - did I miss a step by chance?
 

hiredgeek

Member
Jul 9, 2014
12
1
53
cPanel Access Level
Root Administrator
are you saying that the reset password email isn't being sent? If so the next step you took to update the contact information in webmail would allow for the email to be sent (this can also be set in cPanel>>Preferences>>User Manager as you found)
Correct, the reset password email doesn't send until you set it in the User Manager. The other posters here were having the same problem.

We have a case open for this right now CPANEL-21848
This was posted in July 2018. If it was resolved, aUserName and I were reporting that we're still having trouble. If not, I can be patient. Or perhaps there's an update on it's status?

8) I log back in as the Webmail user and try changing my Contact Information again.
9) I test the password reset with the new email address and get this error: "The email address you provided does not match our records. "
Step #9 is what I believe you missed. It's true that I can log into webmail as the email user and change the contact information, and it's successful as your screenshot shows. However, the error is when I test the password reset again. That's when it says "The email address you provided does not match our records."
So I was just confirming what aUserName said: "Only the cPanel account owner can make changes to the contact addresses, and ONLY through the User Manager."
I hope soon that a webmail user will be able to update their own password reset email address.