Support Ticket 161741


Website Feedback


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I was wondering if I could get some help to log into my normal account. I am a subscriber and was looking forward to going over the Dark Archives today but for whatever reason I was unable to log in to my account using my normal password, I thought I might of forgotten my password so I tried using the recovery password option and have yet to receive a email about it, ended up trying a couple of time as well as going through my email to no success. I tried to call or find the specific forum to put this under only to find out that the former wasn't a option due to people working remotely and the later was gone a long time ago, to which I would reccomend updating the help page to reflect that as I was so confused at why it wasn't correct.

I did manage to send a email to the official customer service using the email connected with my account in question but it's been over an hour but I haven't heard anything as of yet. All I need is the password reset to go through and I'm golden, can someone please help me, or tell me what I got to do to get proper help? At this point I feel lost.


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I have the same problem about not getting the new password email.

My ticket number is 161584 from Saturday, Jul 9, 2022, 2:13 PM


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My ticket was at 2:10 PM 7/11/2022 so not long but I really don't want to wait any longer.


Pathfinder Adventure, Lost Omens, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber

Not a support person, but have you attempted to request the reset using an incognito web browser or tab? The tracking things on this site are absolutely abominable and regularly keep people from logging in. And actually, I'd recommend attempting to logon using an incognito browser first, the reset request may not have even gone through and you may be attempting to login properly.


I used both my normal browser, chrome, as well as safari in private mode (on my phone).

I'm guessing the underlying code for their sendmail method(s) has the wrong server and/or port values.


elisaelli wrote:
Not a support person, but have you attempted to request the reset using an incognito web browser or tab? The tracking things on this site are absolutely abominable and regularly keep people from logging in. And actually, I'd recommend attempting to logon using an incognito browser first, the reset request may not have even gone through and you may be attempting to login properly.

I haven't done that but I'll try to send the request through that. most other attempts to log in directly incognito or another browser doesn't work.

Sovereign Court

Pathfinder Adventure, Adventure Path, Lost Omens, Pathfinder Accessories, Pawns, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber

You’re not alone. I can’t log into Paizo at all on one my main computer, so generally have to use my laptop. Just takes me to the homepage still logged out. I hope you figure it out. Try a different device maybe, worked for me.


Ageron wrote:
You’re not alone. I can’t log into Paizo at all on one my main computer, so generally have to use my laptop. Just takes me to the homepage still logged out. I hope you figure it out. Try a different device maybe, worked for me.

Hasn't worked for me sadly, not even the password reset, I got a email saying that they've found the problem and trying a fix but that was two hours ago. I hope they get this fixed by tomorrow.


Same here.

I ordered the TOS spreadsheet for PS2e, and when something similar happened, the customer service agent just manually handled the issue.


Jnorris wrote:

Same here.

I ordered the TOS spreadsheet for PS2e, and when something similar happened, the customer service agent just manually handled the issue.

Really? All I got is that they were working on a time table to fixing my issue. Though that might of just been in reference to the Password reset not working


Let me clear that up.
TOS is a different company.

I got the same email as you. They found it, and are working on it, but no resolution beyond that.


Jnorris wrote:

Let me clear that up.

TOS is a different company.

I got the same email as you. They found it, and are working on it, but no resolution beyond that.

Ah, did you get that email on the same day as me or was it earlier?


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Same day.

Second full business day with no fix.

I'm very certain I know what the problem is. The sendmail protocol in the backend code is using the wrong port and/or URL. They need to change those values and redeploy the code to the web server. If so, the delay is their development life cycle of developer to release.


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Jnorris wrote:

Same day.

Second full business day with no fix.

I'm very certain I know what the problem is. The sendmail protocol in the backend code is using the wrong port and/or URL. They need to change those values and redeploy the code to the web server. If so, the delay is their development life cycle of developer to release.

Interesting, I think I heard from a friend who was theorizing on what it could be so since you both got the idea I'm going to also assume it to be truth, I only wish we were given more of a direct response, or at least a time for when it should be fixed by..


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I hope it's fixed soon.

Paizo Employee Software Architect

Jnorris wrote:
I'm very certain I know what the problem is. The sendmail protocol in the backend code is using the wrong port and/or URL. They need to change those values and redeploy the code to the web server. If so, the delay is their development life cycle of developer to release.

Good guess, but the issue lay elsewhere. We released a fix this evening, so resetting your password should now be sending you an email properly.


Hurray!


Pathfinder Rulebook Subscriber

I'm so glad that it works now. Thank you Brian and the rest of your team!

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