1352951 - unable to access my account and to change my password

Status: RESOLVED FIXED

(support.mozilla.org - Lithium :: General, enhancement)

Description

[tormen]

Attachment: Screenshot_20170403_083659.png

I wasn't sure if I should reopen Bug #1345630 ... because I am having the exact same problem.

I am trying to access my account on https://support.mozilla.org

/// STEPS TRIED //////////////////////////////

I tried to login with my password. It did not work.

So I clicked: "Forgot your username or password?", entered my
accounts email address ([e-mail]), got the password reset
link mail.

Opened the link... and then the problem arrives:

Whatever I enter on this page as a password, I ALWAYS get a red info box
requesting:

    Correct the highlighted errors and try again.
    Sorry, we are unable to reset your password.

But (a) there are no highlighted errors ;)
and (b) as I mentioned, I tried every password possible, e.g.:
    bla-bla-bla3
    123456
    Apm6bcRYBRP
...

I also tried it in Chromium. Same problem.

I attached a screenshot showing the result of me clicking on the link,
entering the same password twice (I tried it all: either manually or by
pasting twice the same password) and then hitting the "Submit" Button.

/// EXPECTED RESULTS //////////////////////////////

* Either there should have been some highlighted errors (as stated).
* Or the password change should have passed and been accepted.




I get the strong impression, there should actually be some problem with my account on your end, that I cannot possibly fix.

Could you have a look ?

In any case please send me a short feedback.


Thanks a lot in advance,

Tormen

Comment 1

[guigs [:guigs] PST (please needinfo me!)]

Hi Torman, 
I am taking a look at the issue now, it looks like you received the password reset email, so it is not an issue with email delivery. 

It looks like you have not logged in since the migration occurred on February 7. I am going to manually reset your password and send it to you with that email address. 

Please clear the cache for the site before entering the new credentials. Then reset your password afterwords.

Comment 2

[tormen]

Hi Rachel,

I got your mail. Password and Login works.

I did not need to clear any cache for this to work.

This resolves my situation, but does not explain, why the pw reset did not work. But I guess you will be looking into that.
I saw that you guys seemed to have done a roleback today... maybe related ?

Anyways, I suppose this concludes this ticket now.

Thanks again for your support!

Tormen