# Can't send an email to recover password **URL:** \ **Category:** Shopware 6 (English)\ **Tags:** general, administration\ **Created:** [19. August 2021 um 08:51 UTC](https://forum.shopware.com/t/cant-send-an-email-to-recover-password/89854 "2021-08-19T08:51:55Z")\ **Posts on this page:** 10\ **Page:** 1
**Author:** ![valeria.zaviriukha](https://avatars.discourse-cdn.com/v4/letter/v/22d042/32.png) [@valeria.zaviriukha](https://forum.shopware.com/u/valeria.zaviriukha)\ **Post date:** [19. August 2021 um 08:51 UTC](https://forum.shopware.com/t/cant-send-an-email-to-recover-password/89854/1 "2021-08-19T08:51:55Z")
Faced with the issue that the user is not sent a letter when requesting to change the password. The email template exists and it is assigned to the business event. ![Снимок экрана 2021-08-19 в 11.39.22](https://europe1.discourse-cdn.com/flex013/uploads/shopware/original/2X/f/fc6162c2fea18394326b8502a3504d65ce6471e3.png) From the documentation it should work, but it doesn’t. Mail settings on the site have not changed ---
**Author:** ![PatrickHoelscher](https://dub1.discourse-cdn.com/flex013/user_avatar/forum.shopware.com/patrickhoelscher/32/21102_2.png) [@PatrickHoelscher](https://forum.shopware.com/u/PatrickHoelscher)\ **Post date:** [20. August 2021 um 06:20 UTC](https://forum.shopware.com/t/cant-send-an-email-to-recover-password/89854/2 "2021-08-20T06:20:27Z")
Hi @valeria.zaviriukha, this could be an issue with your template. Does a template test mail get sent? Otherwise you should be able to find something in the log files under var/log. Kind regards, Patrick ---
**Author:** ![valeria.zaviriukha](https://avatars.discourse-cdn.com/v4/letter/v/22d042/32.png) [@valeria.zaviriukha](https://forum.shopware.com/u/valeria.zaviriukha)\ **Post date:** [20. August 2021 um 08:09 UTC](https://forum.shopware.com/t/cant-send-an-email-to-recover-password/89854/3 "2021-08-20T08:09:10Z")
Hi @PatrickHoelscher and thank you for your answer! About template - earlier emails from this template of the site were sent. But then the site database was re-uploaded and after that the letters were no longer sent. Depending on information from var/log - have this error message: app.ERROR: Could not render Mail-Template with error message: Failed rendering string template using Twig: Variable „customer“ does not exist in „9a19555604feb07a124be2ff355ec368“ at line 1. Error Code:0 . Do I understand this error correctly - the „customer“ value has disappeared from the database? If so, are there any ways to restore this information in the database? Kind regards, Valeria ---
**Author:** ![PatrickHoelscher](https://dub1.discourse-cdn.com/flex013/user_avatar/forum.shopware.com/patrickhoelscher/32/21102_2.png) [@PatrickHoelscher](https://forum.shopware.com/u/PatrickHoelscher)\ **Post date:** [20. August 2021 um 10:51 UTC](https://forum.shopware.com/t/cant-send-an-email-to-recover-password/89854/4 "2021-08-20T10:51:28Z")
Hi @valeria.zaviriukha, It should work, if you replace the „customer“ variables with the following. Firstname: `{{ userRecovery.user.firstName }}` Lastname: `{{ userRecovery.user.lastName }}` Kind regards, Patrick ---
**Author:** ![valeria.zaviriukha](https://avatars.discourse-cdn.com/v4/letter/v/22d042/32.png) [@valeria.zaviriukha](https://forum.shopware.com/u/valeria.zaviriukha)\ **Post date:** [20. August 2021 um 12:15 UTC](https://forum.shopware.com/t/cant-send-an-email-to-recover-password/89854/5 "2021-08-20T12:15:45Z")
Hi @PatrickHoelscher, thank you for your help! I checked this option, but it didn’t work either. The letter for some unknown reason does not parse the values. {{customer.title}} {{customer.firstName}} {{ customer.lastName }}, {{ userRecovery.user.firstName }}, {{ userRecovery.user.lastName }}, {{ urlResetPassword }} not working. if I delete all these values, then the letter will come to the mail. Kind regards, Valeria ---
**Author:** ![PatrickHoelscher](https://dub1.discourse-cdn.com/flex013/user_avatar/forum.shopware.com/patrickhoelscher/32/21102_2.png) [@PatrickHoelscher](https://forum.shopware.com/u/PatrickHoelscher)\ **Post date:** [20. August 2021 um 13:19 UTC](https://forum.shopware.com/t/cant-send-an-email-to-recover-password/89854/6 "2021-08-20T13:19:41Z")
Hi @valeria.zaviriukha , did you remove the `{{customer.title}} {{customer.firstName}} {{ customer.lastName }}` from the template when using the other variables? Alternatively, you can also trigger the business event via the storefront and check the logs again. There should be a similar error message as the one before. Then you can remove the variables one by one, depending on what the error message says. In my testing environment `{{ userRecovery.user.firstName }}, {{ userRecovery.user.lastName }}, {{ urlResetPassword }}` all worked fine (SW 6.4.3.1). Otherwise, what version of Shopware are you using? Kind regards, Patrick ---
**Author:** ![mark19](https://avatars.discourse-cdn.com/v4/letter/m/a3d4f5/32.png) [@mark19](https://forum.shopware.com/u/mark19)\ **Post date:** [24. August 2021 um 11:19 UTC](https://forum.shopware.com/t/cant-send-an-email-to-recover-password/89854/7 "2021-08-24T11:19:01Z")
> [@PatrickHoelscher](#): > > Hi @valeria.zaviriukha , > > did you remove the `{{customer.title}} {{customer.firstName}} {{ customer.lastName }}` from the template when using the other variables? > > Alternatively, you can also trigger the business event via the storefront and check the logs again. There should be a similar error message as the one before. > Then you can remove the variables one by one, depending on what the error message says. > > In my testing environment `{{ userRecovery.user.firstName }}, {{ userRecovery.user.lastName }}, {{ urlResetPassword }}` all worked fine (SW 6.4.3.1). > Otherwise, what version of Shopware are you using? > > Kind regards, > Patrick [mycardstatement](https://www.mycardstatement.pro/) Wrote: Thanks for help, Looking for same issue and it’s work for me, Really appreciate for help. ---
**Author:** ![valeria.zaviriukha](https://avatars.discourse-cdn.com/v4/letter/v/22d042/32.png) [@valeria.zaviriukha](https://forum.shopware.com/u/valeria.zaviriukha)\ **Post date:** [25. August 2021 um 08:45 UTC](https://forum.shopware.com/t/cant-send-an-email-to-recover-password/89854/8 "2021-08-25T08:45:16Z")
Hi @PatrickHoelscher ! Yes, I checked it right after your recommendation. A letter without variables (just text) comes, but if i add variables (no matter which one - {{customer.title}} or {{ userRecovery.user.firstName }} ), the letter stops coming. I found the same problem with subscribing to the newsletter. ---
**Author:** ![PatrickHoelscher](https://dub1.discourse-cdn.com/flex013/user_avatar/forum.shopware.com/patrickhoelscher/32/21102_2.png) [@PatrickHoelscher](https://forum.shopware.com/u/PatrickHoelscher)\ **Post date:** [25. August 2021 um 12:21 UTC](https://forum.shopware.com/t/cant-send-an-email-to-recover-password/89854/9 "2021-08-25T12:21:58Z")
Hi @valeria.zaviriukha, What messages do you get in the logs? The same as before? Otherwise another variable, that you could try is `{{ customerRecovery.customer.firstName }}` Kind regards, Patrick ---
**Author:** ![valeria.zaviriukha](https://avatars.discourse-cdn.com/v4/letter/v/22d042/32.png) [@valeria.zaviriukha](https://forum.shopware.com/u/valeria.zaviriukha)\ **Post date:** [1. September 2021 um 09:23 UTC](https://forum.shopware.com/t/cant-send-an-email-to-recover-password/89854/10 "2021-09-01T09:23:25Z")
@PatrickHoelscher good day and I apologize for missing. The problem was solved by replacing non-working variables with working ones. As far as I know, they differ from those that you suggested, but the essence remains the same. Thank you for your help and all the best to you! Kind regards, Valeria