You emailed me a new password that worked once, now does not work
I followed a link from an confirmation email for a purchase of 1PW in 2014. Your site said my password (which had been stored in 1PW and which had always worked before) was not valid. After trying a few different ways, I asked your site to send me a new password.
Here is the email I received:
You requested to resend the information required to login to AgileBits' Customer Center.
Please use on this link to login:
(removed)
Please use the following information if you are asked to login:
Email: xxxxxxx (I am xing out my email)
Password: xxxxxxxxxxxx (I am xing out the password you sent).
Best regards,
Roustem and Dave
I followed the link, put in the password your site gave me, was able to get in.
I come back today, try to sign in using the password your site sent me yesterday that worked yesterday, but today your site says the password is not valid.
Please help me straighten this out.
1Password Version: 1Password 5
Extension Version: Version 5.3 (530032) Agile Web Store
OS Version: OS 10.10.4
Sync Type: Not Provided
edited by moderator ~thightower : To remove login link, as it contained an email address.
Comments
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I have removed your link as it contains sensitive information like your email address.
When you logged into the customer center, did you by chance change the password ? If you are using a login from within 1Password to fill the data. Its possible a new password was not saved in that login.
Could you open that login and verify that the password and email match what should be filled in. I know in the past sometimes the fields get confusing to the browser extension and it may mistake a name as a email etc. You can often fix this by saving a new login.
You may wish to check and make sure the information was not saved within the browser you used and filled from it vs 1Password.
If you could check some of the things listed above it would go a long way in helping the staff, to possibly better understand what ,ay have happened.I can say the customer center is functioning, as it just accepted my login.
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Thank you for deleting my email contained within the link. I did not see that until after I had posted and could not find a way to delete or modify my post afterwards.
First, is there is link somewhere on one of your websites to the Customer Center? I have not been able to get to the Customer Center any way except clinking on the link within the automated email sent for me to change my password. (The automated email your site sent that I had put in my original question above.)
I am not sure I completely understand what you asked but here goes: Getting to a website [removed by AgileBits, Contact Us for help] with a title Agile | Support Customer Center by clicking on the link from your automated email, when I try putting in manually my email and the password given me in your automated change your password email I get a message "Incorrect password. Please try again or use Request Password to have the password emailed to you." (This password had worked right after I responded to your website sending me a new password.)
When I put in my email and my password from a year ago or so I also get "Incorrect password. Please try again or use Request Password to have the password emailed to you."
A side note (or maybe not): when was able to sign into your site one time using the password given me in your automated change your password email, I clicked on a link that said something like "change your password." Clicking on this link several times would only get me a message up at the top of the page that said something like "Your password is xxxxxxxxx [which was the new password I was given by your automated email]" but I could find no way to change the password your site had given me. My inability to change my password was actually going to be my original question on this Support Forum but when I tried to log into this Support Forum to ask the question using the password I had last used a year ago or more to log into this Support Forum website (typing it in manually), my password was also said to not be valid. I had to request a new password, which one of you folks sent me, then I was able to sign in to post a question.
So you can see I am having multiple levels of problems with the logins on your websites: 1. my password from a year ago or so did not work on your main/Customer Center website, 2. the new password to get into the main/Customer Care website sent to me by your automated email only worked once and since then has not worked, 3. once on the Customer Care website I was not able to change the new password given me, and 4. the password that had last worked a year or so ago to get into the Support Forum website no longer worked and I had get a new one.
As you can imagine, this has been very frustrating.
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Hi @greg30577 ,
I sincerely apologize for the frustration here! I'll do my best to address your questions and help you get everything sorted out.
I clicked on a link that said something like "change your password." Clicking on this link several times would only get me a message up at the top of the page that said something like "Your password is xxxxxxxxx [which was the new password I was given by your automated email]" but I could find no way to change the password your site had given me.
I think this is the root of the trouble here. You see, each time you click on that 'Change your password' button, the Customer Care Centre generates a new password for you. That new password is what is displayed in that green bar at the top of the webpage. It might look similar to the password you originally received in your email, but it is a different randomized string. I've just tested here and each time I click the button, I get a new password.
So, clicking that link several times means that the password you have saved in 1Password is several passwords old by now. The next time you go into the [Customer Center removed by AgileBits, Contact Us for help] and change your password, please make sure that you copy the new string that is provided to you and save it into 1Password.
Again, I'm sorry this has been a bit of a process, and I'll be sure to mention to our web developers that the 'change password' process is not clear.
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OK. That worked. I will have to say I never imagined "change password" would operate this way. I do not think I have ever encountered this on any website. When a website has "click here to change your password", clicking it brings up a box that says "type in your old password in this box and type in your new password in this other box". Evidently Agilebits wants to assign passwords. I think I see a business reason for that, fair enough, but to set up a very nonstandard system that is not explained (and furthermore whose button is just below a button that operates in a standard way to enable the user to edit their personal information) is, well, I don't know what to say except all this has cost me I estimate at least two hours of my time between trying to figure out what was going on and writing emails to Agilebits and to be perfectly honest I'm not very happy.
Let me say, though, that the extremely quick and knowledgable responses from folks like you have been excellent.
One other issue: I can't even find where to get to the sign-in screen and the Customer Center except by clicking on a link in previous emails from Agilebits. There are a lot of different things on several of your screens but I can't anything labeled Customer Center and after clicking on various places on your different websites I have not yet clicked on anything that brings me to a sign-in screen. Where do click for a sign-in screen and on which of your webpages?
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Hi @greg30577,
I'm so glad to hear that you're sorted out now!
[Customer Center removed by AgileBits, Contact Us for help]
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