Forum Discussion

Universe_ZM's avatar
Universe_ZM
8 years ago
Solved

password problem

Help please, I can not change the password, when I try to change the password, an error appears An error has occurred
  • proxos666's avatar
    proxos666
    8 years ago

    @Universe_ZM

    You will need to call in and ask for the password to be reset and to remove the key from the account, deleting the app on the phone does not remove the key, adding and removing the key is per this link but you will need a correct password, hence you will need to call to get this sorted.

EA_Kipling's avatar
EA_Kipling
Icon for EA QV Team rankEA QV Team
8 years ago

@Universe_ZM At what point are you getting the error? Is it when you request the reset originally, or when you click on the link in your email, or when you try and set the new password?

Universe_ZM's avatar
Universe_ZM
8 years ago

The password does not change when I went to the site and try to change it

  • EA_Kipling's avatar
    EA_Kipling
    Icon for EA QV Team rankEA QV Team
    8 years ago

    @Universe_ZM Ah! I think I know what's going on. Do you by any chance have a physical security key? If you do, I'd recommend removing it while you reset your password, and then re-attaching it after.

    You might need to call in since the system requires a password to remove your key, and also requires a key to reset your password.

    • Universe_ZM's avatar
      Universe_ZM
      8 years ago

      Yes, I have a secret key on the phone

      • EA_Kipling's avatar
        EA_Kipling
        Icon for EA QV Team rankEA QV Team
        8 years ago

        @Universe_ZM Were you able to temporarily remove your key and reset your Password?

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