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  #1  
Old 10th February 2018, 10:06 AM
wolongforums wolongforums is offline
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Join Date: Oct 2014
Posts: 6
Project memberís password recovery

I have over 550 members in the Long Surname DNA Project going back many years. Many have changed email address and forgotten their kit password. They ask me for login help but I am unable. FTDNA is too time consuming to call for help. What to do?
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  #2  
Old 11th February 2018, 06:30 AM
Jim Barrett Jim Barrett is offline
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Join Date: Apr 2003
Location: Timpson, TX
Posts: 2,228
Each member must contact FTDNA and prove they are the owner of the kit.

If they haven't changed their email address they can use the "Forgot Password" link. If they have changed their email address it shows the importance of keeping their contact information current.

Back in the "good old days", before admins took advantage of knowing the passwords, the member list included the password so we could provide it to our members. Too bad admins had to take advantage of this information.
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  #3  
Old 11th February 2018, 11:55 AM
wolongforums wolongforums is offline
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Join Date: Oct 2014
Posts: 6
Project memberís password recovery - Reply

This is unacceptable. A high priority fix is needed. A customer that has forgotten the email address he had when he bought his kit, and has forgotten his password, is forever lost to genetic genealogy. New members that have matches with him will not be able to contact him.
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  #4  
Old 11th February 2018, 02:02 PM
loobster loobster is offline
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Join Date: Feb 2012
Posts: 614
Quote:
Originally Posted by wolongforums View Post
This is unacceptable. A high priority fix is needed. A customer that has forgotten the email address he had when he bought his kit, and has forgotten his password, is forever lost to genetic genealogy. New members that have matches with him will not be able to contact him.
If they have forgotten the e-mail they used and the password assigned (or chosen, if they thought to change it to something of their choice) -- then they have probably also forgotten the Kit Number.
And none of us want it easy for someone to claim to be us or whoever and get control of that Kit.
So I do not know what sort of fix you are suggesting.
Perhaps for ones where FamilyFinder was done - order and pay for and submit a new kit - and if it matches enough to show same person, then they can claim the original Kit which may also have additional tests associated with it?
Otherwise, what, that cannot turn into a major scam?
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  #5  
Old 11th February 2018, 03:15 PM
wolongforums wolongforums is offline
FTDNA Customer
 
Join Date: Oct 2014
Posts: 6
Kit number, email address, and password recovery

Don't most secure websites and financial institutions offer loginID, and password recovery by asking for personal information such as e.g., name of first pet, first telephone number, make of first car, childhood nickname. Couldn't FTDNA offer that?
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  #6  
Old 11th February 2018, 03:22 PM
The_Contemplator The_Contemplator is offline
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Join Date: Jun 2015
Posts: 831
If they forgot their old email or password then they probably have been inactive for a long time. In which case the time consuming methods to retrieve the account shouldn't be that big of a problem. Instead of calling, use email (through their contact form). That way there is no waiting on the phone just waiting for an email.
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  #7  
Old 12th February 2018, 02:00 AM
Jim Barrett Jim Barrett is offline
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Join Date: Apr 2003
Location: Timpson, TX
Posts: 2,228
Quote:
Originally Posted by wolongforums View Post
Don't most secure websites and financial institutions offer loginID, and password recovery by asking for personal information such as e.g., name of first pet, first telephone number, make of first car, childhood nickname. Couldn't FTDNA offer that?
If they can't remember their password, do you really think they'll be able to remember the answers they gave to security questions? Not only do they have to remember the answer they also have to remember when they used upper and lower case.
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