Require a Password Reset
I’m curious about what the max character length for passwords is also.
Clank — can he not reset the password again on his own?
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
GaileGray, correct me if I’m wrong, but isn’t the password reset function disabled right now?
What Rain said. I’m pretty sure it’s disabled.
My boyfriend is experiencing nearly the exact same issue here. He changed his password after the announcement went out about hacking and how important it was to have a more complex, and safer password. After he changed it successfully, the new password wouldn’t work nor does his old one.
My guild leader is having the exact same issue, applying to change his password and finding out that the new one no longer works. These are his ticket numbers; if you kind folks at support can have a look, it’ll be much appreciated!
Kyowai: Ticket 1: 001:000235:24983 (Password change)
Kyowai: Ticket 2: 001:000883:23747 (New password not working)
I don’t know if this will help, but if you need it, this is his ticket number.
[Incident: 120901-002608]?
[—-001:000625:63621—-]
GaileGray, correct me if I’m wrong, but isn’t the password reset function disabled right now?
If you know the password, you can reset to a new one. You cannot retrieve, it is true. If there’s an issue with resetting (when you know the old password) then please wait for help from the team.
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
GaileGray, correct me if I’m wrong, but isn’t the password reset function disabled right now?
If you know the password, you can reset to a new one. You cannot retrieve, it is true. If there’s an issue with resetting (when you know the old password) then please wait for help from the team.
He doesn’t know his password which is why he is requesting a reset. He can’t reset it himself because the reset function is disabled. He has been waiting for a reply from his support ticket for almost a week now.
Took the words right out of my mouth, Clank.
That is exactly what my boyfriend has been going through for 6 six days now.
Clank, she means to use the OLD one. Not the newer 64 character password. In order to have changed the password, you had to have the old one entered in. It’s possible the system didn’t take the new one, and so the OLD one may still work.
I can’t speak for Clank, but it’s not that my boyfriend doesn’t KNOW the passwords, it’s that the system is telling him neither password is valid. Not to get frustrated, but you think he’s been sitting here for 6 days without having tried both passwords? We can’t do anything because the system isn’t registering either password. We just need the reset password function enabled. That’s all.
Exactly what Sheltree said. He has tried both the new, and the old password several times.