Cannot Log into FTDNA Account

[baker1865]

Hi

Since Friday, I have not been able to log into my account: I know the kit and password but I get a "The Kit No./Username or Password entered was incorrect. Please try again" message. I have asked for reset of password but I get no emails.

I sent a support ticket though and the response I got was "Regarding this issue, if comfortable, please confirm with me a password you would like"

I would have thought that they would reset the password by by giving me a temporary one so I could then change it. Why would they ask me to give them one?

according the website:

Customers: To reset your password, please enter your kit number and the primary email address associated with your account. A temporary password will be emailed to you.

And in case someone suggests, there are No emails in the SPAM folder.

Thanks

[The_Contemplator]

What is the problem with that? Just make up a temporary password to give to them, then once you are back in, change it to what you wanted. Maybe you had the capslock key on when you first made the previous password.

[telly441]

Hi

Since Friday, I have not been able to log into my account: I know the kit and password but I get a "The Kit No./Username or Password entered was incorrect. Please try again" message. I have asked for reset of password but I get no emails.

I sent a support ticket though and the response I got was "Regarding this issue, if comfortable, please confirm with me a password you would like"

I would have thought that they would reset the password by by giving me a temporary one so I could then change it. Why would they ask me to give them one?

according the website:

Customers: To reset your password, please enter your kit number and the primary email address associated with your account. A temporary password will be emailed to you.

And in case someone suggests, there are No emails in the SPAM folder.

Thanks

In the past there has been a chronic issue with password resets and FTDNA sending out the reset email. This was a big issue for several months early in 2015 but I thought they had it fixed. The only way to reset your password when this happens is to call FTDNA.

[Peppermint Patsy]

Peppermint Patsy

For two days I have tried to be able to log into Forum, but get the same kind of message that you get. "I know the User Name and password but I get Username or Password entered was incorrect. Please try again" message. I have asked for reset of password. I get the password (six times now) and still it is incorrect or invalid. Guess all six are no good. I am waiting the result of my husband's DNA. Now I wonder if any results will find me. Are there two sets of User Name and passwords??? 1. I know my kit number and that password. 2. It is the user name and password that I keep getting the incorrect/invalid on trying to enter. I have been given the opportunity to change the password at least 6 times yet none of them work. I am confused and exhausted.

[The_Contemplator]

The username is your kit number. The password is the password for that kit. The username "Peppermint Patsy" is for the forum only. It is different from the kit number you need to log onto the kit you manage. The password for the forum can be different from the password for your kit.

[benboy]

Having the same problem I sign in but password disappears I then send for fogot email that works but then it starts all over again

[The_Contemplator]

What do you mean by it disappears? Do you receive a temporary password or something? You simply need to change it to what you want and then that should be it.

If anyone is having this problem, a few more details allow others to help. For example are you trying to log onto a kit your administer or these forums? They are different. The forum uses an email address as the login. The kit uses the kit number as the login. The passwords are different unless you made them use the same on purpose.

[merrybe]

Log in not logging in... same problem!

I also have my username kit no. and password. Since I cleared my cookies tonight FTDNA main log in is lot recognizing the password. I am calling them tomorrow. My forum log in still works. Anyone else having trouble logging in on the main site? It's March 14, 2016.

[dna]

I also have my username kit no. and password. Since I cleared my cookies tonight FTDNA main log in is lot recognizing the password. I am calling them tomorrow. My forum log in still works. Anyone else having trouble logging in on the main site? It's March 14, 2016.

I just tested (an hour after your problems) a regular login on www.familytreedna.com and it worked.

Mr W

[dna]

I just tested (an hour after your problems) a regular login on www.familytreedna.com and it worked.

Mr W

Although the login works, however then neither Family Finder nor mtDNA matches get displayed, so clearly something is going on.

Ouch! This appears to be one of these ugly hidden changes, that one has to restart her or his browser (after clearing history, cookies etc.). Switching (temporarily) to a different browser will be probably the quickest method of gaining access...

Mr W

[Shawna]

Same issue here

I also have my username kit no. and password. Since I cleared my cookies tonight FTDNA main log in is lot recognizing the password. I am calling them tomorrow. My forum log in still works. Anyone else having trouble logging in on the main site? It's March 14, 2016.

Yes, I am having the same problem. I have requested a new password and no reset email has come (and I requested a reset link to reset my password early this morning) still nohting.

[bluepacifica]

password help

I sent them a support ticket, too, and never heard back from then either. I guess I call in the morning.

[The_Contemplator]

You can private message Darren for help. Give him the kit number and explain the problem you are having.