Error: Please enter a valid Email address - When trying to recover web form password

You may see that when you try to recover your sign in password for web forms you receive an error: Please enter a valid Email Address. If you update the email address in Altru on the online info to the same email, you see that you are able to log in with the email address that was previously invalid.
This could be caused by the user not using the correct email address to reset their password. Please follow the steps below: 
  1. Open the constituent record and verify there is an Online Info tab on the record
  2. Click the Online Info tab > Click the Online Info Summary Tab
  3. Verify the patron is using the correct username listed when resetting their password. 
There are other steps that may resolve the issue, by refreshing the email on the Online Info Tab:
  1. Go to Constituents > Constituent search.  Search for and select the constituent.
  2. Go to the Online Info tab.
  3. Click Edit and change the email to another email address (like your own email).  Click Save.
  4. Go to the webform, enter the new email address, click Forgot Your Password and verify the email sends to you.
  5. Go to Constituents > Constituent search.  Search for and select the constituent.
  6. Go to the Online Info tab.
  7. Click Edit and change it back to the original email.
  8. Click Save.
  9. Have the patron try to reset their password again via Forgot your password.

If this does not resolve the issue, please contact support: 
We are currently evaluating this issue and will update this article when we have more information.

 

Steps to Duplicate

1. Navigate to a web form
2. Select Sign in at the top > Select Forgot your password
3. Enter the affected email > submit; see the error: Pelase enter a valid Email Address
4. Navigate to the affected constituents record > select online info
5. Change the username to another email > save
6. Change the username back to the original email address > save
7. Navigate back to the web form
8. Select Sign in at the top > Select Forgot your password
9. Enter the original email address > see that the forgot password email is sent correctly

Environment

 Altru Arts & Cultural
 4.8

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