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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!
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.
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?
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