Workaround: Password reset request for non-registered users

[katjmars]

We are having issues with users not realizing they haven't yet registered for our new website and are trying to use the built-in password reset functionality for our Membership/Private Content. It's such a bad user experience that these customers don't receive any type of email notifying them that they haven't yet activated their account, so they think the functionality isn't working. I've modified the confirmation page to try and explain the situation, but we're still getting questions and complaints.

Support helped me build a workflow to try and solve for this problem: if the user landed on any of these page paths, and they're not a registered member, they'd get an email explaining that they needed to activate their account.

Unfortunately, it seems that these page paths are not stored in a contact's activity in a way that it can trigger this workflow. Has anyone been able to solve for this issue with some kind of workaround??

[TomM2]

Hey @katjmars yes this is expected of HubSpot system pages, they're not tracked as they're legal and compliance pages so you can't target them within workflows or lists. 

Could you just use one of the contact properties associated with registrations? 

Alternatively is there a reason the automated follow-up registration emails aren't working for your use case? 

[katjmars]

The problem is the automated follow-up registration emails won't trigger if they've never activated their account in the first place. We have a number of contacts in our system that receive our emails but haven't filled out a form, etc. that would trigger that registration follow-up process. Most of these people had an account on our old website, but HubSpot required everyone to essentially create/activate a new account as we couldn't pull anything over from our old system.

Therefore, since they haven't yet activated their new account, they try to reset their password (because they think they have an account already), and the password reset goes nowhere because they have to be a registered user first. That's why I was trying to build in a workflow behind the scenes that would kick off if a user tried to reset their password but they haven't yet activated/registered for the website.

[TomM2 · Accepted solution]

Ah! That makes sense, thanks for clarifying @katjmars. You're not going to be able to track the passsword reset page unfortunately as it's a system and confidential page. 

To be honest the only solution I could think of would be to send an email out to everyone who hasn't registered to explain the system migration and that a new account activation is required.