I have been sent an email from a customer this morning. The password reset email has a link which doesn't work. The hyperlink to the page is not there. Where do I find this in Magento 1.9 to rectify the issue?

  • Is the link not in the email, or does the link lead to a blank page, or does it lead to a 404?
    – andyjv
    Commented Jan 13, 2016 at 13:53
  • There is a button on the email which should link to the webpage to reset the password. However, the button hasn't been hyperlinked. Meaning customers are unable to click. Commented Jan 13, 2016 at 14:27

1 Answer 1


Check your email templates. By default, email templates are under System > Transactional Emails. Normally the password reset email shouldn't be there, but check if a module put one there.

Then check app/locale/en_US/template/email/account_password_reset_confirmation.html. That file should look like this:

{{template config_path="design/email/header"}}
{{inlinecss file="email-inline.css"}}

<table cellpadding="0" cellspacing="0" border="0">
    <td class="action-content">
        <h1>{{htmlescape var=$customer.name}},</h1>
        <p>There was recently a request to change the password for your account.</p>
        <p>If you requested this password change, please reset your password here:</p>
        <table cellspacing="0" cellpadding="0" class="action-button" >
                    <a href="{{store url="customer/account/resetpassword/" _query_id=$customer.id _query_token=$customer.rp_token}}"><span>Reset Password</span></a>
        <p>If you did not make this request, you can ignore this message and your password will remain the same.</p>
{{template config_path="design/email/footer"}}

Also check app/design/frontend/{your_package}/{your_theme}/locale/en_US/ and see if there is a template/email folder overriding email templates.

  • My issue, password reset mail working but it takes a long time to the sent customer, once customer received its shows, reset password link expired. How can i solve this issue?
    – Gem
    Commented Jun 14, 2018 at 5:52

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