I can't login to the app with my existing login for the website

  • 8
  • Problem
  • Updated 5 years ago
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This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: These are isolated issues that could be confusing to other sponsors.

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adeline

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Posted 5 years ago

  • 8
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Emily

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Hi Adeline! I'm so sorry you're having trouble accessing your web account from the new app :(. If you're using an iPhone, this application requires iOS 7.0 or later and if your using an Android, it requires 4.0 and up. Please make sure that you're using an updated version on iPhone or Android. Also, are you still able to successfully log in to your My Account through your computer? If not, we might just need to reset your password which I am happy to do for you. If you have tried all of these options again and are still unable to access your account through your app, please let me know so that we can send this issue onto our Web Team for further troubleshooting. 
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Amanda

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Every time I try to log in to the new app on my phone it says my Username and Password did not match. They match just fine on the website. I have even tried resetting my password, and it still says they don't match.
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adeline

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Hi Emily - I have iOS 8 and I am able to login to my account from the computer. I'm still having issues with the error "username and password does not match". 
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Susan

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Thank you for letting us know, Amanda and Adeline! We are working to fix this issue and hope to have this resolved shortly! Thank you for your patience!  
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Emily

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Adeline can you tell me what iPhone you have? And Amanda, can you provide me with the type of phone you're using and the version? This will help us better troubleshoot what might be going on with your log in issues. 
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adeline

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I have iPhone 6.
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Amanda

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I have LG L90
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heather o

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I can't get in either. I log in then it just spins and tells me to retry. I have Android 4.4
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Stacee

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I'm having the same trouble. I have a Galaxy S4, Android 4.4.2. It tells me my username and password do not match. They work fine logging in to the website. I also reset my password, but it didn't work. Thanks.
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Amanda

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I have also tried reinstalling the app and nothing has changed. My username and password don't match...
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Emily

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Ladies, I have let our web team know that the most recent update did not fix the issues you're having logging in. We will continue to work on this! 
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Dianne Richards

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I just had the same problem. It occurs when you touch the Logon on the screen. But, I discovered that it works when you hit Done on the keyboard. This is obviously a bug. It should work either way.
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adeline

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I still have the issue even if I use the Done key.....
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Dianne Richards

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Well, after re-installing, I'm having the same problem again, even with using the Done key. I guess it was a fluke that I got in one time. I'm on the iPhone 5c with ios 8.3.
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Gary Holt

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Stacee, I'm running the same S4, Android 4.4.2 (Verizon) and the app works on mine.  Since my password uses alphanumeric & special characters I had to go to a computer keyboard to make sure I was pressing the correct keys.  For example, on my cellphone the $ is actually mapped to a different key than the typical number 4 key on a computer.  Don't know if this will help but thought I'd suggest it...
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adeline

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I have reset my password (to something a bit simpler), re-downloaded the latest version of the app, and now I am able to get it. All is working fine. Thank you!
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Debi

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I had a similar problem as soon as I updated the app (iPhone 5s, iOS 7.1.2), mis-typed at least once, and then couldn't quite convince myself that it was an app problem rather than a *very* consistent user error. My husband heard me muttering and kindly suggested I change my password to something using numbers, capitals, and lower case letters, but without the punctuation characters. I did, and it worked :)
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Karissa Collins

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This reply was created from a merged topic originally titled I just need to reset my username and password bc I need to donate now to my child....
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Laura 'Sanow' Williams

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I also am having this problem as of today. We logged in on the webpage (obviously) with the same credentials and it worked fine. The app is on a Samsung Galaxy S5, android  5.0 (ATT). Looking forward to a fix...thanks.
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Emily

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Hi Laura! We actually just released an update for Android yesterday. Please try downloading the updated version and clearing your cache. If this doesn't correct the issue and allow you to log in, please let me know :). 

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