URGENT - member does not have access to the app
complete
Vini Coutinho
She is an active member but cannot log in, I have asked her to reset the password but the email to reset never arrives
Yayem
marked this post as
complete
Yayem
Vini Coutinho
We just sent her a request.
Yayem
Vini Coutinho
The reset email didn’t go through because our third party verification platform marked the message as expired, which means it sat in their system too long before being sent. This is on the third party's side — not the user, not the app.
We’ve re-triggered the reset flow, and are monitoring it as we speak. We'll see if / when she reattempts.
Please have her try again now, and if it still doesn’t arrive, let us know so we can manually reset her access.
Vini Coutinho
Yayem She did and still nothing, can we reset it on the back end and maybe send her a temp password or something? is this something we can do as well?
Yayem
Vini Coutinho
550 5.1.1 The email account that you tried to reach does not exist. Please try double-checking the recipient's email address for typos or unnecessary spaces.
Yayem
Vini Coutinho
We have had multiple successful attempts from other email addresses since this users last attempt. Please try double checking the users email address and that it is valid.
Vini Coutinho
Yayem she has tryed for days now, can we just please reset her profile?
I cannot be asking her for days on the same thing and get the same response.
Yayem
Vini Coutinho
Teri Rosenbaum
She attempted twice (yesterday and today), and both attempts failed for the same reason we’ve already flagged. We cannot reset anything until we know the correct email address.
If we reset it using the wrong email, nothing will be resolved. Please confirm the exact email she should be using so we can proceed.
Vini Coutinho
Yayem Hey there, this is EXACTLY the same email registered in her profile, I see NO DIFERENCE there, if you do please tell me what and where is the typo. caus eI cannot identify it.