Function "Forgot your password" not working?

reichs
Hello there!

One my friend forgot password.

BUT! When fills his mail in and clicks "Recover Password" it says you cant recover it.

What to do?

Thanks!
  • fcheslack
    That simply means they don't have an account with that address. They either never registered an account using that address, or deleted their account at some point.

    If they have Zotero running, they can check if their client is set up to sync and with what username
    https://www.zotero.org/support/preferences/sync

    If they never set up syncing and are trying to get an old library back, they may be able to recover it from a backup
    https://www.zotero.org/support/zotero_data
  • reichs
    Well, he tells me he has an account registered to that mail. He even tried to create a new account and it says it is already taken ...

    I can ask him if he deleted the account, but I doubt it.

    What to do?
  • reichs
    edited December 13, 2019
    And BTW: where can you see the username in the preferences/sync menu?

    I am syncing and it doesnt show me the username.
  • fcheslack
    He can email registration@zotero.org with details.

    If your Zotero client is set up to sync you should see your username and a button to "Unlink Account..." in the sync preferences.
  • reichs
    My bad, you were right. I can see it just left to the "Unlink Account" butto.

    Ok, I will tell him to send email as you proposed.

    Thanks!
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