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Logging in issues

Posted by megrburgess megrburgess
Message 1 of 9 1,540 Views
Does anyone know why when I log out/get timed out of the forum and try and log in again, it tells me I'm not a valid user?? Love the forum and I understand that in the first few months there's a lot of bugs to fix but it's just getting a bit annoying having to reset my password each time. Thanks.
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Re: Logging in issues

Posted by PeteW PeteW
Message 2 of 9 1,534 Views
This is an odd one and haven't come across the issue before but definitely keen to get it sorted out for you.

Can you clarify - it's making you reset tour password everything you try to login?

Have you verified your email that you signed up with?
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Re: Logging in issues

Posted by megrburgess megrburgess
Message 3 of 9 1,526 Views

It is making me reset my password everytime I try to log into the forum. Have verified my email.

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Re: Logging in issues

Posted by PeteW PeteW
Message 4 of 9 1,522 Views

Thanks for confirming and sorry about this. I've escalated this for investigation and will get back to you ASAP.

 

If you can send me screenshots of the process you go through and include URLs it might help identify the root cause.

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Re: Logging in issues

Posted by PeteW PeteW
Message 5 of 9 1,509 Views

Sorry but we haven't been able to replicate as yet. Could you try the following in the meantime and let me know if it helps?

 

  1. Try using the Forum in a different browser.
  2. Clear your cache and cookies.
  3. Test on an alternative device

Thanks

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Re: Logging in issues

Posted by megrburgess megrburgess
Message 6 of 9 1,505 Views

Hey Pete,

 

Tried all of the suggestions and its still making me reset the password

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Re: Logging in issues

[ Edited ]
Posted by PeteW PeteW
Message 7 of 9 1,458 Views

Good morning Meg,

 

Our tech team haven't been able to replicate this issue and can't identify any errors in the logs so they've escalated this for further investigation.

 

Could you please do me a favour and send me screenshots of each stage of you attemtping to log into the Forum, including the timestamp in bottom-right of your screen? Email to forum@bankwest.com.au

 

Aiming to get to the bottom of this for you.

 

Thanks for your patience with this.

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Re: Logging in issues

Posted by megrburgess megrburgess
Message 8 of 9 1,436 Views
Hey Pete, I believe this was a id10t error. I have sent you a message explaining what happened. Thanks for all the help and thank the IT guys for all their hard work too for me. Smiley Very Happy
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