[HelpHub] Feedback on Users Add New screen #1972

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1. zzap

   added

   user documentation (HelpHub)Improvements or additions to end-user documentationImprovements or additions to end-user documentation

   HelpHub feedbackIssues reported via feedback form at HelpHubIssues reported via feedback form at HelpHub

   [Status] To do

   on Jun 23, 2025
2. github-actions commented on Jun 23, 2025

   

   github-actionsBot

   on Jun 23, 2025 – with GitHub Actions

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   Heads up @WordPress/docs-issues-coordinators, we have a new issue open. Time to use 'em labels.
3. zzap

   added this to End-user documentationon Jun 23, 2025
4. nishitapandya commented on Jul 7, 2025

   

   nishitapandya

   on Jul 7, 2025

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   /assign
5. github-actions

   assigned

   nishitapandya

   on Jul 7, 2025
6. github-actions

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7. github-actions commented on Jul 7, 2025

   

   github-actionsBot

   on Jul 7, 2025 – with GitHub Actions

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   Hey @nishitapandya, thanks for your interest in this issue! 🍪🍪🍪
   If you have any questions, do not hesitate to ask them in our #docs Slack channel.
   Enjoy and happy contributing ❤️
8. nishitapandya commented on Jul 8, 2025

   

   nishitapandya

   on Jul 8, 2025

   Last edited by nishitapandya

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   Troubleshooting: New WordPress User Not Receiving Password Email

   ---

   You've followed the steps to add a new user, but they aren't receiving the "Send Password?" email from WordPress, preventing them from logging in. This is a common issue and can stem from several factors.

   Common Causes & Solutions

   Here are the most frequent reasons why the "Send Password?" email might not be reaching the new user, along with corresponding troubleshooting steps:

   1. WordPress Email Functionality Issues (Most Common)

   WordPress, by default, uses the wp_mail() function which relies on your server's mail capabilities (PHP's mail() function). Often, server configurations or hosting limitations can prevent this from working reliably.

   Troubleshooting Steps:

   • Test WordPress Email Sending:

     • To determine if your WordPress site can send emails at all, you can use a plugin designed to test email functionality. Search the WordPress plugin directory for "email test" or "SMTP" plugins; many of them include a simple email testing utility.
     • Install and activate such a plugin, then use its testing feature to send an email to an address you control.
     • Result:
       • Email received: WordPress can send emails. The problem might be specific to the recipient's email or spam filters (see Cause 2).
       • Email not received: Your WordPress installation is likely having trouble sending emails.

   • Solution: Configure WordPress to Send Emails via SMTP (Highly Recommended)
     Using an SMTP (Simple Mail Transfer Protocol) plugin bypasses your server's often unreliable mail() function and routes emails through a dedicated email service (like Gmail, SendGrid, Mailgun, your web host's email service, etc.). This significantly improves deliverability.

     • Steps:
       • You will need to install a WordPress plugin that enables SMTP mail sending. Search the WordPress plugin directory for "SMTP" to find several reputable options. These plugins allow you to configure your WordPress site to use an external SMTP server.
       • Once installed, you'll typically need to enter SMTP server details, such as the host, port, encryption method (SSL/TLS), and authentication credentials (username and password). You can usually obtain these details from your web hosting provider or your chosen email service.
       • After configuring the SMTP settings in the plugin, send a test email using the plugin's built-in tool to ensure the configuration is correct and emails are now being delivered.
       • Once confirmed, try adding the new user again, or reset their password from their user profile to trigger the email.

   2. Recipient's Email Issues

   Even if your WordPress site can send emails, the recipient's email provider might be blocking or filtering the message.

   Troubleshooting Steps:

   • Check Spam/Junk Folder: Advise the new user to thoroughly check their spam, junk, or promotions folders in their email client.
   • Typo in Email Address: Double-check the email address you entered when creating the user. A single typo will prevent delivery.
   • Email Provider Blocking: Some email providers have stricter spam filters. If possible, ask the user to try adding your site's email address (the "From" address for WordPress emails, often wordpress@yourdomain.com or your admin email) to their safe senders list or contacts.
   • Try a Different Email Address: If possible, try creating a test user with a different email address (e.g., a Gmail address if they were using a corporate one, or vice-versa) to see if the issue is specific to their email provider.

   3. Server-Side Email Restrictions (Less common)

   Some web hosts have strict outbound email policies or may even disable the PHP mail() function altogether, especially on shared hosting to prevent spam.

   Troubleshooting Steps:

   • Contact Your Web Host: Explain the problem to your hosting provider. Ask them:
     • "Is the PHP mail() function enabled and working correctly on my server?"
     • "Are there any outgoing email restrictions or rate limits for my account?"
     • "Can you see any email delivery logs for emails sent from my WordPress site?"
   • They may have specific insights or configurations necessary for email sending on their platform.

   ---

   Alternative Solutions (If Email Remains an Issue)

   If, after all troubleshooting, the email still isn't being sent, or you need an immediate solution, here are alternatives:

   1. Manually Set Password:
      1. Edit the user's profile in WordPress (Users > All Users > Edit User).
      2. Scroll down to the "Account Management" section.
      3. Click "Generate Password" and then either keep the generated password or enter your own strong password.
         Important: You must then communicate this password to the new user securely. Do not send it via unencrypted email. Use a secure chat application, a password manager, or communicate it verbally. Advise them to change it immediately after their first login.

   ---

   Summary of Actionable Steps

   1. Configuring WordPress to send emails via SMTP using an appropriate plugin from the WordPress plugin directory.
   2. Test Email Sending using the SMTP plugin.
   3. Verify the User's Email Address for typos.
   4. Advise the User to Check Spam/Junk Folders.
   5. If email delivery continues to be an issue, manually Set the Password and communicate it securely to the user.
9. nishitapandya commented on Jul 8, 2025

   

   nishitapandya

   on Jul 8, 2025

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   Ready for /review
10. github-actions

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    [Status] ReviewIssue in reviewIssue in review

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    [Status] To do

    on Jul 8, 2025
11. estelaris

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    Support guides

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    [Status] ReviewIssue in reviewIssue in review

    on Jan 9, 2026
12. estelaris

    added this to Support guides category overhaulon Jan 27, 2026
13. estelaris

    moved this to Backlog in Support guides category overhaulon Jan 27, 2026