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account problems


for the past year ish, each and every time I try to log on to self serve it says my passwords incorrect. so I try and reset my password byt it says my email doesn't exist on the next screen. every time I am forced to call, wait on hold, and eventually they reset my password and I can get on right after, but next time the issue repeats itself. I could understand if I had to reset my password every time, as I don't log in that often, and I'm forgetful, but what frustrates my is that it says I don't exist every time! I clearly exist and have been using the same email for everything for years so I know I'm typing in the correct email address!

3 replies

Userlevel 7
Badge +4
Hello Emma.

If you connect yourself and it works out after the password change, I see no reason why it shouldn't work afterwards. It's weird indeed.

Userlevel 7
Badge +4
Are you sharing access with anyone else?
Userlevel 3
Hey Emma! 

I can definitely see how this can get annoying. We can always try deleting your account completely and creating a new one in hopes it solves the issue. However, we will need to gain access to your account for that. Do you have a Facebook or Twitter account? You can always reach us through private message instead of calling in. 

Feel free to reach out! We'll be happy to help 🙂.

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