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Website Login Issues

Type: Support
Created: May 15, 2023 at 10:30 AM
Last Updated: May 16, 2023 at 2:15 PM
Ticket ID: #TKT-2023-4567

Description

I'm unable to login to my account despite entering the correct credentials. The system shows "invalid credentials" error every time I try to access my dashboard. This started happening after the website maintenance on May 14th.

I've tried:

  • Resetting my password (received the email but new password doesn't work)
  • Using different browsers (Chrome, Firefox, Safari)
  • Clearing cache and cookies

This is preventing me from accessing my order history and tracking my current shipments.

Attachments

screenshot-error.png password-reset-email.pdf

Conversation

AM
Ahmed Mohammed (You)
May 15, 2023 at 10:30 AM

Hello, I'm having trouble logging into my account. I keep getting an "invalid credentials" error even though I'm sure I'm entering the correct password. I've tried resetting my password but the new one doesn't work either.

TS
Technical Support
May 15, 2023 at 3:45 PM

Hello Ahmed,

Thank you for reaching out. We're sorry to hear you're having login issues. After reviewing your account, we've identified a temporary glitch affecting some user accounts after our recent maintenance.

Our team is working on a fix and we expect this to be resolved within 24 hours. In the meantime, you can try these steps:

  1. Clear your browser cache completely
  2. Try accessing from an incognito/private window
  3. Use the "Forgot Password" link one more time

We'll notify you as soon as the issue is fully resolved. Thank you for your patience.

AM
Ahmed Mohammed (You)
May 16, 2023 at 11:20 AM

Thanks for the update. I tried all your suggestions but still can't login. The password reset email comes through but the new password doesn't work. I've attached a screenshot of the error message I'm seeing.

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