Password reset

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  • Problem
  • Updated 3 weeks ago
The Smartlink won't accept my password, and when I request a reset, I never get the email. I've checked my junk mail, and it's not there either. I reported this last Friday, and they weren't able to get to me till Monday. I get an email Monday asking if I checked my junk mail. I told them that when I reported it. I told them I did, and no response until Tuesday. Tuesday I get an email asking what email I'm using, so they can reset it. REALLY?? The email on record that is in the trouble ticket. I told them which email, and no response back. Tomorrow is the 4th, so they'll be closed. Does it really take this long to reset a password? Is there anything else I can do? Very frustrated and disappointed in their customer service. Unable to use my radio for 6 days because of a password is not a good selling point.
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Bob - WD8KND

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  • frustrated

Posted 3 weeks ago

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Jay / NO5J

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Bob

Something about the password reset process is broken.
Based on this thread ...

https://community.flexradio.com/flexradio/topics/smartlink-password-reset-link-not-working 


A Help Desk trouble ticket might be the fastest thing to try.
While we wait for the permanent fix.

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Tim - W4TME, Customer Experience Manager

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If you are not getting a PW reset is it's most likely because there isn't an account with the email you have used.  Remember, logging in with an email address (Auth0) Google or Facebook is not three ways to log into a single account, each login type is a separate and different account.
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Jay / NO5J

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Tim

Thanks! 
OK, so I need to register 3 accounts to get all 3 login types working, that makes sense. I'll go fix that.

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Tim - W4TME, Customer Experience Manager

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The radio can only be registered to one account.  An Account can have multiple radios registered to it.
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Michael Walker, Employee

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Bob,  make sure you review Tim's comments a few hours ago.  Also, if you are really in a bind, you can always create a new account with a new email address (if you have more than one) and then do the entire re-registration on the new address.  It should take you too long and you'll be back online.
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Dudley - WA5QPZ, Elmer

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Bob,
To add to Tim and Mike’s commits, if you are using a Smartlink user name and password, and you did Not authenticate your email address via the authentication email sent to you, then when you requested the reset, the authentication server did not have a verified address to send the reset to. This causes the account to be dropped, just recreate the account. You should be ok.. Remember to respond to the verification request email in your inbox.
73,
Dudley
WA5QPZ
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Bob - WD8KND

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When I put in my email as a user name, my picture pops up. I think that tells me it knows me. I registered when I first got 2.0. I'll try some of your advise tomorrow. Thanks.
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N8SDR

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Not positive about this , but that picture could just be a cached file being pulled and displayed, doesn't mean the system know you, again this is just a guess. I'd try and just re-create the account as Dudley and others mentioned.
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Bob - WD8KND

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I have resolved the problem. Thanks for the help.