[eam]

>Very quickly, our customer service team was inundated by requests from people that weren’t receiving the email, found the process confusing, and a myriad of other related requests.

Wait a second, so customers wont receive an email with a password reset link, yet they'll receive an email with a plain text password? I guess it's possible, but interesting.

[kgermino]

It's not that they don't get the email so much as they don't understand it. Where I work, I make a new account for someone, then send them a password reset email asking them to create a password for themselves, and a personal email writteden by me explaining exactly what they need to do (go to this other email, click the link, enter your new password twice, hit enter, then log in) and I still have 1 in 4 result in support requests. Usually along the lines of "I don't know how to log in because I don't know what my password is.".

[pavel_lishin]

> It's not that they don't get the email so much as they don't understand it.

Wouldn't hiring a writer and a designer for a day to re-design the e-mail so that it's more obvious and easy to understand be a better solution than storing passwords in plain text?