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GregGBA's avatar
GregGBA
Active Contributor
9 months ago
Solved

Unable to connect and not receiving reset password email

Hello,

I have an issue with my account : I am not anymore able to connect to my account.

(seems to be a basic "wrong account/password" error) 

And if I ask to reset my password, I am not receiving any email from Goto.

Any pending issue on your side ? (no email blocked on my side)

 

Thank you !

Greg

  • GregGBA's avatar
    GregGBA
    9 months ago

    I contacted the support.

    I am able to connect thru Web console

    So I will uninstall/install the desktop app to see if it fix the issue...

     

    thanks for the help !

8 Replies

  • GregGBA's avatar
    GregGBA
    Active Contributor
    9 months ago

    I contacted the support.

    I am able to connect thru Web console

    So I will uninstall/install the desktop app to see if it fix the issue...

     

    thanks for the help !

  • GregGBA's avatar
    GregGBA
    Active Contributor
    9 months ago

    I tried to do a "forgot password" again, I am waiting for the email

    and BTW I am using the PC app, not a browser client app

  • KateG's avatar
    KateG
    GoTo Manager
    9 months ago

    GregGBA We aren't experiencing issues with password reset. Can you try resetting the password again? You may also want to try using a different browser or in incognito mode. 

  • GregGBA's avatar
    GregGBA
    Active Contributor
    9 months ago

    I got your email, thanks !

    I tried to put my actual password but got an error that I can't use my actual password... :-|  Which is not a good news.
    After having set a new password, I still got the error "That's not the right email or password. Please try again." when I try to connect to the app.

    So issue seems not linked to the password itself but to the app instead.

  • KateG's avatar
    KateG
    GoTo Manager
    9 months ago

    GregGBA the team just sent a request email, can you confirm if it was received? 

     

  • GregGBA's avatar
    GregGBA
    Active Contributor
    9 months ago

    thanks

    yes, I already tried all of that

    nothing is blocked on my side (Spam, quarantine, ...)

  • KateG's avatar
    KateG
    GoTo Manager
    9 months ago

    Hi GregGBA 

    Welcome to the Community. 

    Did you check your spam folder and review this article? 

    If you still haven't received it, I can check for any flags on your email address with the team. Just let me know. Thanks.