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camyule
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Can’t sign in - username not recognised

Hi - I’m unable to login to my account, as my username and password aren’t recognised. I tried the “find your username” flow, which leads to a request to create a new username, however this always results in an error message.

I’ve attached screenshots of the process to hopefully help diagnose what’s wrong - thanks for any help.

The start of “find my username”:

0C47EA4B-C336-4BF0-ACFD-BC94A2614E9D.jpeg

This is the next screen where I’m given the option to choose a new username:

71B078AC-9D39-47C2-8565-4E7EB351607B.jpeg

After completing the form and choosing a new username, I always receive the following error message:

303CA01B-D216-432F-813F-F878609D7B94.jpeg

Thanks,
Cameron

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Gareth_L
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Re: Can’t sign in - username not recognised

Hello Cameron

It was myself that Invited you in from our Social Pages

Thanks for joining 

I am more than happy to take a look at this for you 
I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

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Gareth_L
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Re: Can’t sign in - username not recognised

Thanks camyule for those details 

The email that you are trying to register with 

Does it contain any special Characters for example + - = 

If so can you try with out 

Gareth_L

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camyule
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Re: Can’t sign in - username not recognised

Yes - the email address I used when I originally signed up does have a “+” symbol.

I receive billing and other emails about my account without issue, but can’t sign-in or change my username.

Attempting to sign in without the “+” doesn’t work, and I can’t change the username - attempting to do so gives the error message I’d shared the screenshot of.

Thanks for the help - I’m not seeing any way for me to resolve this on my side at the moment. 

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Gareth_L
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Re: Can’t sign in - username not recognised

Thanks roe replying camyule

As this is a Public Forum

Would you be okay to Private Message me the Email you wish to use to sign up with 

Gareth_L

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Gareth_L
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Re: Can’t sign in - username not recognised

Hello camyule

Sorry this is still ongoing 

I did check the IT ticket yesterday morning and its still open to be worked 

As soon as I get an reply I shall let you know

Gareth_L

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camyule
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Re: Can’t sign in - username not recognised

Thanks Gareth!

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Gareth_L
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Re: Can’t sign in - username not recognised

Hello camyule

Sorry that this is still ongoing 

I have just escalated this issue to IT today and will have an update as soon as possible 

Gareth_L

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