I Can't Logn Into My Account / Ongoing Problem

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    Sandy Chung 
    Asked on August 25, 2016 at 01:19 PM

    Hello,

    For almost a year I whenever logging into my account I ALWAYS need to reset the password.

    This is annoying yet when I contacted support for a resolution I always received an inept

    answer. So, I have decided to live with this inconvenience.

     

    However, today/ NOW not only can I not login but the reset message isn't forwarding to my

    email account. Therefore, if someone can assist me in resolving both issues it will be appreciated;

    and if only with the most recent problem I will be grateful.

     

    In conclusion, I want to thank you in advance for your assistance and look forward to receiving

    your response.

     

    Regards, Sandy

     

  • Profile Image
    david
    Answered on August 25, 2016 at 02:26 PM

    The password reset emails for your account have indeed been failing.  It looks like they were being rejected as spam.  When enough were rejected, it resulted in your address being placed on our bounce list to prevent further blocked emails.

    I removed your address from the bounce list and sent the reset email once again.  It looks to have gone through this time.  Check the appropriate inbox, the reset email should be there.

    As for the password issue, we do not make any changes to passwords on our end.  I am not sure why yours requires a reset each time you log in.  There have been no other reports of this occurring and it is highly unlikely the password is being changed without someone actually making the change.