This occurs when a customer clicks the forgotten password link on the front end; they are sent an email with a link to click and when they click the link in the email, a blank white page is shown in the browser or an internal server error such as the following:

Server error The website encountered an error while retrieving https://www.example.co.nz/customer/account/resetpassword/?id=1271&token=b0e401762edadb425d4cdf65dd412bf9. It may be down for maintenance or configured incorrectly. Here are some suggestions: Reload this web page later. HTTP Error 500 (Internal Server Error): An unexpected condition was encountered while the server was attempting to fulfill the request.

1 Answer 1


The solution of above error is very simple. Just remove the customer.xml file used by your theme from /app/design/frontend///layout/. By doing this Magento will use the customer.xml file from the base/default theme.

If you have did some useful changes in customer.xml file according to your theme and not able to remove that file then update your customer.xml file by putting the under given section in it.

<customer_account_resetpassword translate="label">
    <label>Reset a Password</label>
    <remove name="right"/>
    <remove name="left"/>

    <reference name="head">
        <action method="setTitle" translate="title" module="customer">
            <title>Reset a Password</title>
    <reference name="root">
        <action method="setTemplate">
        <action method="setHeaderTitle" translate="title" module="customer">
            <title>Reset a Password</title>
    <reference name="content">
        <block type="customer/account_resetpassword" name="resetPassword" template="customer/form/resetforgottenpassword.phtml"/>

That’s it.Now see the result, the error will go away.

  • Thank you but it's not working from my end @Umesh Kumar
    – Randhir
    Aug 3, 2017 at 10:19
  • You must make sure that you clear all of your cache for this change to take effect @Randhir Aug 3, 2017 at 10:20
  • Yes, Now working fine, thank you once again @Umesh
    – Randhir
    Aug 3, 2017 at 10:22

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