topic Re: EE Perks - Can’t reset password in Offers & Add-ons

EE Perks - Can’t reset password

drome1988 — Mon, 17 Jun 2024 09:22:38 GMT

Hello. I’ve tried sorting this before but didn’t follow through. I’ve had an ee perks account for years but all of a sudden I can’t login. I’ve tried doing the password reset but I never get the email come through to actually do the reset. Can you help please.

Re: EE Perks - Can’t reset password

Christopher_G — Mon, 17 Jun 2024 10:49:21 GMT

Hi @drome1988

I've sent you a private message. Could you take a look and get back to me please?

Thanks

Chris

Re: EE Perks - Can’t reset password

Pe23 — Wed, 24 Jul 2024 08:14:24 GMT

I have the same issue as above. I can't log in and the reset email is never recieved, it is not in junk.

Thanks

Re: EE Perks - Can’t reset password

James_B — Wed, 24 Jul 2024 08:54:48 GMT

Hi @Pe23,

Are you trying to login with the same email address you originally registered with? (Usually your work email)

James

Re: EE Perks - Can’t reset password

Pe23 — Wed, 24 Jul 2024 09:08:06 GMT

Hi,

No, I am using the email I set the account up with, rather than the work email I verified.

Re: EE Perks - Can’t reset password

James_B — Wed, 24 Jul 2024 09:35:40 GMT

Could you try using your work email for resetting your password and let me know if you receive a response, @Pe23?

Thanks

James

Re: EE Perks - Can’t reset password

Pe23 — Wed, 24 Jul 2024 09:41:09 GMT

Thank you, that did work and I was able to reset the password and log in. Though I do get the message "Your account has been deactivated as your registration was not completed within the allowed time frame."

Thanks

Re: EE Perks - Can’t reset password

James_B — Wed, 24 Jul 2024 09:56:11 GMT

Ok, @Pe23

Did you verify your work email within 30 days of registration?

If you did, have you received an email asking you to re-verify your account?

James

Re: EE Perks - Can’t reset password

Pe23 — Wed, 24 Jul 2024 10:05:06 GMT

I thought I had, I have no emails confirming verification, but requests on 18th May and 17th June.

Thanks

Re: EE Perks - Can’t reset password

James_B — Wed, 24 Jul 2024 11:34:14 GMT

Are those request you mention asking to you click through to verify your email address, @Pe23?

James

Re: EE Perks - Can’t reset password

Pe23 — Mon, 05 Aug 2024 20:14:17 GMT

Yes they were

Re: EE Perks - Can’t reset password

Peter_W — Tue, 06 Aug 2024 07:52:48 GMT

Thanks for confirming that, @Pe23

Chances are the links will no longer be valid, but have you tried seeing if you can verify from these?

If not have you tried re-registering with the same work email?

Peter

Re: EE Perks - Can’t reset password

Pe23 — Tue, 06 Aug 2024 15:34:06 GMT

I cannot re-register using the same email address, I get the error

The email address supplied is already registered.

Clicking the verification link in the original, and logging in brings this error

Your account has been deactivated as your registration was not completed within the allowed time frame.

Seems to be a bit of a loop.

Re: EE Perks - Can’t reset password

Rach_H — Tue, 06 Aug 2024 17:35:44 GMT

Thanks for letting us know a little more about what is happening @Pe23.

I've popped you through a Private Message, so we can look into the options for getting this resolved for you.

Rach