I cannot access my account

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    Matt Shuman 
    Asked on February 05, 2021 at 01:17 PM

    Hello. I sent a message a couple days ago saying I could not access my forms. Now, it seems as though I cannot access my account. I have tried logging in using my Matt_Shuman account username and the password I am positive is correct, but still getting an error not letting me into the account. I also tried to reset the password, but not getting an email allowing me to change it. Please help me access my account. I have a paid subscription that I have paid almost $300 for and can't use it.

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    Matt Shuman 
    Answered on February 05, 2021 at 01:26 PM

    I am wondering if the password I used may be too long and it was truncated without me realizing it. My password is 30 characters long. Do you know if the password I used could have been truncated to a password with less characters?

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    Jeanette
    Answered on February 05, 2021 at 03:46 PM

    I think you can try with less than 30 characters, let's say 20. So, please click on "Forgot Password" to get a password reset link in your inbox.

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    Matt Shuman 
    Answered on February 05, 2021 at 04:00 PM

    I have tried to reset my password three times now and I never receive the link to do so. I have checked spam/junk folders but nothing arrives. I do get an email notification that you responded to my message, but I do not get the reset password link.

    What I was talking about with the password truncation is that I created my password on your website as a 30 character password. I am asking if your database deletes the last ten characters because my password is too long. It allowed me to create my account but is saying my password is incorrect. I'm not sure how else to explain this.

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    Matt Shuman 
    Answered on February 05, 2021 at 04:06 PM

    My problem here is that I need to adjust my form that I created but cannot login to do so. If I can't get access to my account again, I am going to have to cancel my plan and find another company to use. I've been dealing with this problem for a few days now and your reset password link does not work. Everyone tells me to use the reset password link but I never receive the email. We need to figure out another way for me to recover my account. If you need the last four numbers of the credit card I used to purchase my plan, I can give you that. One or way or another, I need this to be fixed today.

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    Matt Shuman
    Answered on February 05, 2021 at 04:21 PM

    Nevermind. I got access to the account. The reset password link finally showed up in my deleted items folder, even though I did not delete it.

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    Jeanette
    Answered on February 05, 2021 at 04:26 PM

    I am glad to hear that you managed to resolve the issue. Please do not hesitate to contact us if you need further assistance.