Unable to log into the compassion mobile app

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  • Updated 1 year ago
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Hi, I downloaded the compassion iphone app. However, I am unable to log into the app using my username and password. I keep getting the error "Username and password did not match".
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Shorel

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Posted 1 year ago

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Sarah, Sponsor and Donor Relations, Social Media

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Hi Shorel! I am so sorry you are having trouble getting into the app with your username and password. Are you having trouble logging into the website as well or just the app? If it's just the app, it may be an error that we need to troubleshoot. If you would like, I can also help you reset your password to see if it will let you in after doing that.
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Susan, Sponsor and Donor Relations, Social Media

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Hi Shorel! I just wanted to follow up with you and make sure you were able to get into the app on your phone. It looks like maybe you were able to log into your My Account recently but I am not sure if that was on a phone or computer. Please let us know if we may be of any further assistance.
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Shorel

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No, I was never able to log into the compassion app.
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Sarah, Sponsor and Donor Relations, Social Media

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Shorel, does your password have special characters in it? If it has special characters, that is most likely the issue for you not being able to log in as we are seeing an issue with supporters being unable to login with that type of password. I'd encourage you to change your password through your online account, omitting special characters for now so that you are able to get into the app and use that tool!
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Shorel Kleinert

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That was precisely the problem! One little colon. Thank you!

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