A quick article on a frequent question I get asked. This refers to an issue within the Joomla CMS (version 2.5.x) where it fails to email users who reset their password.

A few things to check:

Check the email message even exists:

  1. Login to your Joomla Admin Panel
  2. Navigate to Extensions > Language Manager
  3. Click on the “Overrides” label
  4. Click on “New” (but don’t create a new one – we’re just checking something)
  5. In the right pane, type “COM_USERS_EMAIL_PASSWORD_RESET_BODY” without the quotes and tick the “Constant” radio box and click on the “Search” button.
  6. What displays in the search results should be the text that the system emails out on password change. The default if you’ve lost it is as below (exclude the double-quotes):
    “Hello,\n\nA request has been made to reset your %s account password. To reset your password, you will need to submit this verification code in order to verify that the request was legitimate.\n\nThe verification code is %s\n\nClick on the URL below to enter the verification code and proceed with resetting your password.\n\n %s \n\nThank you.”

Check that email addresses match (case-sensitive!!!):
  1. Login to your Joomla Admin Panel
  2. Navigate to Global Configuration > Site > Site Settings > Feed Email = Site Email (check this is “Site Email”)
  3. Then go under Global Configuration > Server > Mail Settings > From email (has to be the exact sender email address (check uppercase&lowercase, etc)).

Check Plugin Settings:
  1. Login to your Joomla Admin Panel
  2. Navigate to Extensions > Plug-in Manager > User – Joomla!
  3. Ensure “Notification Mail to User” is set to “Yes”

Test Joomla can message:
  1. Login to your Joomla Admin Panel
  2. Create a TEST joomla user group containing you (or if “Super Users” is a tiny group then use these)
  3. Navigate to Users > Mass Mail Users > Select the group you just made.
  4. Send a test message.

Test your email server can message:
  1. Send an email using the server that the “Site Email” uses. If this is web-based, then ensure you are using a separate instance of the browser to your Joomla one.

Check that your template isn’t the problem:
  1. If you have a test site that has the same error, change the site template to a default one and see if that works.

Check your cookie policy:
  1. Open a browser which allows cookies, and one that does not.
  2. Visit your site with both and attempt the password change.

Add comment



+1 T.L. B Saturday, 28th February 2015, 8:32 pm
I followed the prescribed steps as shown below.

1. Text for Password Change message is the same.
2. Site Email was Author Email, was changed to Site Email
3. Notification Mail to User was NO, was changed to YES
4. Test Joomla can message failed, no message sent.

How does one troubleshoot the failure of Joomla to send a message?
+1 Joel L Wednesday, 11th March 2015, 9:14 am

Thanks for the message. The things to check for is a list that has fixed the problems when I've been asked to look into it.

If Joomla cannot send a message, then ensure you match the "sendmail" requirements or consider trying the "PHP Mail" and even "SMTP". I don't recommend using SMTP as this introduces another potential point-of-failur e (ie. mail service has to be working) but it will give you an idea of where Joomla is failing.
+1 Gwenny Monday, 18th November 2013, 8:39 pm
Thank you for your tips.

My mail function is not working at all. I do not get any error messages, it just says that the email has been sent.
The same goes for messages from the backend.

When I try "Check the email message even exists:" It comes up emtpy

Do you have any more tips?
+1 SmsGrace Wednesday, 24th September 2014, 11:47 pm
I have been having issue with my joomla, forget password/user name and activation mail for a while now, i basically dunt know what caused. I have tried you illustration above, but didnt get anything.
Kindly help me, even when my user register on my site, they dunt get any email etc
+1 Joel L Wednesday, 11th March 2015, 9:17 am
Hi SMsGrace,

Was this working beforehand then? Was there a recent update/upgrade to the website? Sign up for a free microsoft/gmail or yahoo email and send an email to the "site email" or "author email" your Joomla website uses. This will verify that it can receive emails. Then reply to it to check external sending works. I'll try to update this article with further things to check for.
+1 Joel L Tuesday, 19th November 2013, 1:15 pm
Hi Gwenny,

It would appear that your message to people registering on your website is blank and the system probably doesn't want to send blank messages.

If you restore this message then perhaps it will return, there are two ways of doing this:

1) Firstly, if you can check why your database has lost this data. The data this message is kept in should be in the database table #__overrider and search for the constant "COM_USERS_EMAI L_PASSWORD_RESE T_BODY". You can create one if it doesn't exist but you should investigate as to how that data was lost in the first place.

2) Using the Joomla Admin Panel, go to Extensions, and Language Manager, then Overrides. Create a Language Constant called "COM_USERS_EMAI L_PASSWORD_RESE T_BODY" (without the quotes) and enter the message as the Text "Hello..." (see above). This will create one irrespectively.

Test by signing up a member or resetting their password.

This may be a red herring as the check for whether mail is working is more important, you should send yourself an e-mail from an outside source (such as googlemail or hotmail) to test external e-mails, incoming and outgoing.

Hope that helps! Let us know. Cheers!
+1 Gwenny Tuesday, 19th November 2013, 9:01 pm
At least the mail function is working from the backend.
The contact from still says "message sent" but nothing happens.

I've just placed a different mail form at a random page which works fine, so now I know I have a problem with the origninal mail form which is related to a user(category).

Anu idea?
+1 Joel L Wednesday, 11th March 2015, 9:20 am
Hi Gwenny,

Have you tried logging into your Joomla Admin Panel as a "Super User", go to Components > Messaging > Create New Message? Send the message to a user you have access to. This will confirm whether the problem is a permission issue. If nothing happens, then check that your "sendmail" on your server is configured properly. I'll try to update this article with a PHP script that can check this for you.