Cannot reset password to my backoffice presta cloud 1.6.1.3

[GrandGift]

Hello , 

After when I changed my password my back office in presta reject me to log in ( I know what password it is because I double check it and I copy it so how to copy password cannot work ? )

However when I tried the option " forgot the password" got communicate that password is sent to your mail, however, I never got any mail from there( yes it is this same mail that I register with) . When I asked support team they just said to me I should pay to them and then they gonna have a look what they can do .
Right now when I tried restore password I have error :
"There is one error.

1. An error occurred while attempting to change your password."

I have the big request for you guys,  did somebody have this same problem ever ? Did you manage somehow ? Please let me know . 
Thanks

Adam GrandGift

[shokinro]

have you installed any 3rd party modules or maybe some module from your theme that cause the error?

 

you can try to enable the error displaying option in file /config/defines.inc.php by setting _PS_MODE_DEV_ to true and then try again to see if there is any detailed error message displayed that may give you some hints.

[GrandGift]

Thank you so much for you answer however please consider that my presta shop is cloud and I cannot do it . 

Looking forward to different advises . 

Thanks

Adam