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#TKT-001 Urgent Closed

Unable to login after password reset

semral@amiroff.az 2 hours ago

Hi Support Team,

I've tried resetting my password multiple times but I still can't log into my account. The error message says "Invalid credentials" even though I'm 100% sure I'm entering the correct new password.

I've tried the following:

  • Clearing browser cache and cookies
  • Using a different browser (Chrome, Firefox, Safari)
  • Resetting the password again
  • Waiting 24 hours before trying again

Nothing seems to work. This is urgent as I need to access my account for an important project deadline.
My account email: sarah.wilson@example.com
Please help!

error-screenshot.png 200 KB
Support Agent 1 hour ago

Hi Sarah,

Thank you for reaching out and providing detailed information about the issue.

I've looked into your account and found that there might be a session caching issue. I've cleared the cached sessions on our end. Could you please try the following:

  • Go to the login page in an incognito/private window
  • Click on "Forgot Password" to generate a new reset link
  • Set a new password (different from any previous passwords)
  • Try logging in with the new password
  • Let me know if this resolves the issue. If not, I'll escalate this to our technical team for further investigation.
semral@amiroff.az 45 min ago

Hi Mike,

Thank you for the quick response! I followed your steps and unfortunately still getting the same error. I've attached a new screenshot showing the exact error message.

Is there anything else I can try?

new-error-screenshot.png 200 KB