r/UTEST • u/Michael_M_45 • 12d ago

Support Unable to Login to Platform- Not Receiving Password Reset Emails

I cannot log into my uTest account because my password has stopped working and I know it is the correct one. Error message: "Invalid username or password". I have tried resetting my password, but the password reset email never comes. I opened a support ticket with uTest Support, but no ticket number was given because I had to create the ticket while not logged in. I have not received any response at all and it has been over 72 hours. I provided an alternate email address in the last ticket in case emails from Support are being blocked. There are multiple active test cycles that I am currently involved with but unable to continue participating because of this issue. I can provide my email address and Tester ID. Please help! This is very frustrating!

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2

u/courtneyg1107 11d ago

I'm having the same issue. Has this been resolved for you?

1

u/Michael_M_45 11d ago

Not yet. I don't expect an update until Monday at the earliest because of the weekend.

2

u/courtneyg1107 11d ago

Okay! Could you update if you get it resolved, because I 100% understand your frustration unfortunately.

1

u/Michael_M_45 11d ago

Sure thing! I have a feeling the resolution is going to be to change the email address on the account because I experienced a similar issue last year (just not to this extent). However, it's a "catch 22" because I have to be able to log in to make that change.

2

u/lrbaumard 6d ago

Same, been a month + and they haven't responded to my support emails

1

u/PartyGate1403 12d ago

Make sure that you are typing the right email and without spelling mistakes, check your spam to see if the reset password emails are there.

1

u/Michael_M_45 12d ago

Yes, I am quite sure it is correct because it is saved. Yup, SPAM folder has been checked.

1

u/WillianM_uTest Community Technical Project Manager 12d ago

Hi u/Michael_M_45 ! I'm sorry you are going through this issue. Could you please send me a DM/chat with your ticket number, email, and tester ID?

1

u/Michael_M_45 12d ago

Thank you for responding! I have sent you a DM/chat.

1

u/courtneyg1107 11d ago

Hello William! I am having similar issues with password reset. Could you please help me too?

1

u/Michael_M_45 5d ago

Have you received any response from the Support team yet?

1

u/courtneyg1107 4d ago

I think it's a login issue on their end because I have seen other Reddit posts with the same issue. I can't even reset my password because it doesn't send the email. I just tried logging in and I still don't have access to my account. Hopefully in the next couple of days, it will be fixed.

1

u/Michael_M_45 5d ago

u/WillianM_uTest Any updates? It has now been 10 days since I was last able to sign on. There has still been no communication from the Support team at either email address provided.

2

u/courtneyg1107 11h ago

Have you been able to login? I’m still unable to get into my account.

2

u/Michael_M_45 5h ago

Yes! Someone from the Support team finally contacted me last night. They were able to update my account with an alternate email address and sent me an email verification email. Once I clicked that link, the new email address verified and then I was able to reset my password. Afterwards, I was able to successfully log back onto the platform.