Cannot reset my smartlink password

Konstantinos Vardakis

I forgot my password for smartlink and cannot reset it by no means, neither from laptop nor from maestro. I have the screen confirming a reset email have been sent to me, but nothing happens. I have tried my two different emails, checked the spam folders but no such an email has ever reached me...two hours ago it worked fine, i just logged out to connect to another station and now what..any clues please?

Ken Hansen

I contacted Flex, they wanted my serial number to investigate, but radio too far away to finish process. Good luck

Mike-VA3MW

Sorry to ask the obvious question, but could it be a different email address you used?  If it is not the correct email address, then of course you don’t get the reset email.

Just a thought

Mike

Konstantinos Vardakis

Not that easy...i have tried two different email addresses, typed very carefully...

Konstantinos Vardakis

And now the account is blocked...

W0AMT

I was also unable to reset my password. I solved it by creating a new account using a different email address.

Ken Hansen

I submitted a password reset request a week ago, never got the notification email. (To be fair I was busy all week preparing for a Hamfest I chair and other activities). Do I need to simply abandon my previous email login and create a whole new smart link account using a different email address as W0AMT did? I'm reluctant to do that because I'll need to 'key' the radio, and it's 75 miles away, but if that's what it takes, so be it. Thanks, Ken, N2VIP

Tim - W4TME

So please be mindful of the type of SmartLink account you set up.  There are three different types of SmartLink accounts; email (also known as Auth0 accounts), Facebook and Google (the last two are known as social media accounts).  This is not three different ways to log in to SmartLink, but are three separate SmartLink accounts and cannot be used interchangeably.

If you set up a social media type account using Google or Facebook, you cannot reset your password with the password reset feature.  You must do that using your Google or Facebook login.

If you created a SmartLink account using a standard email (Auth0) account, then the password reset will work.  But only if you enter the same email address that you used to create the account.  If it is a different email address and there isn't a SmartLink account associated with it you will not receive a password reset email.

If you need help determining which type of SmartLink account you have, you can open a HelpDesk ticket, but we will need the serial number of the radio that is registered to your SmartLink account in order to validate the credentials.

Or, you can create a new SmartLink account using the email method (there is an issue with creating and logging in to SmartLink accounts that uses a social media login) and register your radio with that account.  This will automatically unregister your radio to any existing SmartLink accounts.

W0AMT

Hi Tim and Ken,

I don't use Facebook for external accounts and the Google login doesn't support 2FA so I created a SmartLink account using a standard email (Auth0) account.  I very carefully entered the email address and never received a password reset email from the system. I tried this several times before abandoning the effort and starting over with a different email address.

73, Jon
W0AMT

Tim - W4TME

Check your junk email folder.

W0AMT

Hi Tim,

Thanks for the quick responses.

It was not in the spam folder.

73, Jon
W0AMT

Tim - W4TME

OK.  Generally, I have never run into an issue where this happens with a valid Auth0 account unless the mail client or some other Internet security process is deleting the email before it reaches the inbox or junk folder.  Since you started over with a new email address, I will not be able to gather any additional forensics on this.

Michael Wolff

For what its worth, I have been plagued by this same issue for weeks. Attempts to reset the password again this afternoon (4/2/2020) have not resulted in the promised e-mail being received at my yahoo.com account. Of course, I checked both my inbox and spam folder for the reset message, and have yet to find it some 20 minutes after I requested the reset (twice now). Is there anything I can provide you that might help understand what is going on here?

Thanks and 73,

Mike - KG4Y

Michael Wolff

One more tid-bit I'd like to add:

I went to the 0auth.com web site, and put in my e-mail address, and it recognized me by my call sign (kg4y). I attempted a few passwords there, and then clicked on their link for forgotten passwords. I'm also still waiting for an e-mail from them, so there may be a problem on the 0Auth end of this as well.

73,

Mike - KG4Y

Michael Wolff

Sorry - Auth0 - I've apparently gone dyslexic.