Did you guys mess up old community logins somewhere along the way?

Problem reported by TechSavvySam - 1/25/2015 at 6:41 AM

Not A Problem

My old login and password doesn't work and when I tried to email myself to reset, it said the email was sent, but I never got the message. When I tried to send an email to an email address of mine that I DID NOT use to sign up, it told me THAT email address was not valid (as expected). This implies that it KNOWS about my old login but can't properly send out an email. That email account is on a server run by me with ZERO spam blocking on it.

I ended up having to create a new login with an alias email address...When I set my display name, I used the same one as my old account and it did not complain...

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Employee Replied

1/26/2015 at 8:17 AM

Employee Post

Sorry you never received the password reset email. Just to confirm, this is for your SmarterTools login that is used on the portal and My Account, correct?

You may try contacting our sales team for further assistance with this. They can check out whether the password reset email got delivered and, if needed, help you out with a manual password reset. You can use the live chat button to the left, submit a ticket at the Tickets button up at the top or call 877-357-6278.

Hope this helps! Please keep us updated on the progress so we can change the thread status accordingly.

TechSavvySam Replied

1/26/2015 at 8:39 AM

I was trying to log into the community at http://portal.smartertools.com/community/root.aspx and it did not recognize my old login. I then asked to be sent a password reset email and it looked like it did so but I never got the email.

I guess you guys merged the community into the portal and killed off the old community logins???

I now have a new login to the community using an alias email. I haven't tried to log into the portal to see if you guys stomped on that login too.

Employee Replied

1/26/2015 at 9:16 AM

Employee Post

One of the benefits of having the Community integrated within SmarterTrack is that it provides a central platform for all customer/agent communication. It also allows you to have only one account to access the Support Portal (and, consequently, the Community, since it's part of the Portal), My Account and the SmarterTools website. This means you can use one login to make purchases, submit tickets, modify account settings, view license keys, post in the Community and more.

Taking a look in our customer database I do see both of your accounts: the new one that you created in order to post this thread and the original one that contains your license keys and invoices. I see that you attempted the password reset email on your original account. I'm waiting to hear back from our IT team on the delivery status of that email and will update you accordingly.

I'll have our customer service team reach out to you to help you reset your account password then merge your two accounts together. You'll then use your original account email address for all SmarterTools interaction.

Employee Replied

1/26/2015 at 10:49 AM

Employee Post

Just want to do a quick follow-up. I heard back from my IT team. It looks like there were 3 password reset emails sent to the alias email you created. My guess is that the emails hadn't sent yet and were delivered after you had already created the alias; it's showing all 3 emails were delivered there yesterday morning. I'll send the delivery log to the customer service team and have them include it in a ticket response so you can check it out.

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