After upgrading from Magento 2.3.4 to 2.4.3-p3, when I ask Magento to send the "Forgot password" email, I get instead of the expected template: Malformed UTF-8 characters, possibly incorrectly encoded.

After investigations, I observed that the rp_token retrieved in the method : \Magento\Customer\Model\CustomerRegistry::retrieveSecureData does not look like what was generated here: vendor/magento/module-customer/Model/AccountManagement.php:666 but more like a string of badly encoded characters.


getUniqueHash generated: kVbfH1PAMkAs1drINkJ60zoy8yBHh5aw

Returned from retrieveSecureData method : .�Q��p~U%��<�A�D���H�6�

Despite my research I have not been able to find a valid solution. Has anyone encountered or seen a similar problem?

  • I think that isn't mate, because after magento update rpToken after get response from retrieveSecureData
    – HoangHieu
    Nov 28, 2022 at 15:35
  • When Magento saves the token, it is the one generated previously but, after saving, Magento will re-fetch the customer's information from the database and it is at the time of this retrieval that it is not decrypted correctly and returns me .�Q��p~U%��<�A�D���H�6�
    – Kallard
    Nov 28, 2022 at 15:44
  • after reading the code, I confusing now, How can they save the token :(
    – HoangHieu
    Nov 28, 2022 at 15:53
  • I think this is similar your issue github.com/magento/magento2/issues/35663
    – HoangHieu
    Nov 28, 2022 at 15:58
  • Yup, but I try this solution not working because I encrypt my encrypted string
    – Kallard
    Nov 28, 2022 at 16:03

1 Answer 1


I tried with a blank magento 2.4.3-p3 and understood and solved my problem.

The encrypted rp_token is added in the customer_entity table AND the old (maybe) unencrypted token was stored in customer_entity_varchar.

When Magento retrieved the customer data, it found an encrypted token BUT, when it retrieved in the same action the model attributes in MagentoEav\ModelEntity\AbstractEntity::_loadModelAttributes on line 1062, Magento found the unencrypted token in the customer_entity_varchar table which caused problems because it was trying to decrypt a cleartext value which caused my problem.

To fix this problem, I removed the rp_token from the customer_entity_varchar table and it works again. I did the test by creating a dummy token and performed the password reset request action again and I was getting the error again.

Thank you @HoangHieu for the time you spent to help me

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