[Hh#35353] Login Impossible

[HelioHost]

After creating a HelioHost account (with this email account), I tried to log in using my email address and recently created password. I was told I had an 'Invalid Login'. I thought I had simply mistyped my password when setting up my account, so I reset my password using the provided link. To avoid typing mistakes, I then typed my password into a text file, copied it into the reset form, and waited for my password to reset. Then, I copied my password directly from the file again to attempt to log in again, and got the same error. I flushed my cache, waited a few hours, and redid the whole procedure again to be sure I didn't just need to wait for my account to activate or my password change to apply. I got the same error.

 

Because I'm sure now that I'm not just mistyping my password, I need help logging in. I'm not sure what else I can do on my own.

 

Sincerely,

 

Ryan Srail

[Krydos]

Try resetting your password here https://ricky.heliohost.org:2083/resetpass?start=1 This form doesn't accept your email address as a username so make sure you use "locked". We've had a few reports of the reset/login form on our homepage not working for certain people, and we suspect it has something to do with special characters like accented letters or special symbols but since passwords need to remain secret it's rather difficult to debug.

[HelioHost]

 

 

I've tried resetting my password using the cPanel form, but it isn't even sending me the emails with the security code. Before you ask, I was using my username instead of my email, I'm checking my spam folder, the email it has is correct, and I've tried resending and restarting the process serveral times. The homepage reset form still doesn't work. My password is fairly long (a little over 20 characters), is there some hidden maximum password length?

 

What are my options? My account is completely unusable at this point.

 

Thank you for your help.

[Krydos]

I have manually reset your password, tested the new password, and emailed the new password to your contact email address. Please let us know if you can log in now. Email is a very insecure method of communication so please change your password at your earliest convenience to ensure your account's security.

[HelioHost]

Thank you so much! I was able to successfully log in and change my password.=

My issue is completely resolved. I suspect that you are right in that the c=

hange password forms were failing because of special characters in my passwo=

rd.

 

Thank you for giving up your time as a volunteer.=