Forum Discussion

instanttim's avatar
instanttim
Occasional Contributor
21 days ago

Couldn't sign in (username confusion)

Maybe this is only for people who migrated from the old forum to the new, but I just did 3 password resets and tried to sign in for several minutes. Each time, looking at the password, trying manually entering it, etc because it just wouldn't work even right after resetting.

Turns out my saved credentials had my email as the username (because the old forum worked that way?) and the new one doesn't allow that. So it just keeps failing... I thought for one second "what if my email isn't the username?" and almost dimissed that, because everyone signs in with email addresses pretty much everywhere these days!

nope. that was it. It's confusing when you can do a password reset with your email address but you can't sign in with it.

 

community feedback

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  • 1P_Timothy's avatar
    1P_Timothy
    Icon for Community Manager rankCommunity Manager
    18 days ago

    Hi instanttim! Thanks for writing in and sharing your experience. I'm very sorry for any frustration or inconvinience this has caused. Your feedback on it is greatly appreciated though as we continue to expand and optimize this new space. 

    You've diagnosed the issue quite accurately. For our previous community, you could sign in with either a username or email. The new community requires a username. So, if you're updating your password for the new community, your email may be saved in the username field of the original login item. Further to your point, many sites use username interchangeably with email, so I would agree it's easy to dismiss the "username" heading on the field. 

    I could definitely see the benefit in changing the error message to better hint at the fact that username vs. email may be the issue, or in including more signposting through the password reset flow.

    Thanks again for your feedback on this, I've shared your comments with the team. If we can help with anything else, just let the us know!