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Unable to log in to my account

Rising Star
Posts: 153
Thanks: 14
Registered: ‎14-09-2012

Unable to log in to my account

When I try to log in to my Plusnet account it tells me the username or password is invalid.  This happens across all of my devices including those with username/password saved.  Thinking that someone might have hacked in to my account and changed the password I tried the 'I forgot my password' option, typed in my email address and the number displayed and it tells me it is unable to find an account with those details.  And yet using the same details (email address and password) I am able to log in to WebMail.

Is the account login process broken?

2 REPLIES 2
Rising Star
Posts: 153
Thanks: 14
Registered: ‎14-09-2012

Re: Unable to log in to my account

OK I'm in now - using just my username not the email address.   The Password reset process asks for a username OR an email address but fails to find my account using the email address (I haven't tried it with just the username, now that I'm in I don't feel the need to change my password).

Plusnet Help Team
Plusnet Help Team
Posts: 46
Thanks: 10
Fixes: 1
Registered: ‎09-03-2020

Re: Unable to log in to my account

Hi Mike,

 

Thank you for your e-mail, and I am sorry to note the inconvenience.

 

I have left you a voicemail and sent an e-mail reply.

 

In the interests of data protection, please only reply by phone or the portal thread pointed to in the e-mail I just sent.

 

Best Wishes

- Ken

 Ken Bryant
 Plusnet Help Team