Zen Internet Support Forum

I have a couple of bones to pick about my attempt this evening to change my portal sign-in detaills.

I wanted to change both my email address and my password. I started:

1. I changed my former contact email address (A) to  the new one(B) in My Profile. This was accepted.

2. I then went to Change Password. I then entered the details requested and was informed that I would be sent a confirmatory email to which I would need to reply by clicking on the link that would be supplied.

BONE No 1:  The email (which took 2 hours to arrive, and to my new address) I received was in HTML. I use a plain-text mailer, and it was a hell of a job to pick out the URL I was to "click on". However, I finally managed to do that and paste it into my browser. But it was a hassle and I got it wrong first time through picking up excess characters by mistake. Please: Can we have these things sent in plain text, or be given the option,when logged in at the Portal in the first place, of plain text or HTML?

BONE No 2:
3. Having successfully pasted the URL, I was presented with a panel to enter my email address and password. The confirmatory email DID NOT STATE whether I should use my previous login details or the ones I had entered when trying to change. I used

a) The new email address (B) (see 1) and the old password. This was rejected on the grounds that either the email addres or the passwordwas incorrect. So I tried

b) The new email address (B) and the new password that (I think) I had entered  at (2). This failed in the same way. So then:

c) The old email address (A) (see 1) and the new password.

At this point it froze on me, and refused to allow any further attempts at login. So I could not try the one remainin option: olf email plus old password.

4. So then I tried simply to login from scratch to the Portal, using all 4 combinations of old and new email address and password. All have failed.

Finally, the confirmatory email I was sent states:

 "Please note that this link is only valid for 48 hours and can only be used once."

So now I'm stuck.What next????
 

Hi eelman, the only suggestion I can offer, and I appreciate that it isn't the best at this time on a Friday night. Is that you call their CS team. I managed to forget both the sign in name and password on my account and couldn't get anywhere. A quick phone call and a very helpful lass reset everything for me and with one email I was able to log in and carry on.

Couldn't fault it...

 hth, cheers

 

Thanks, Shanks (did I get that the right way round?)

In the event I just left it alone for a few days, and then found that I could log in under the original email and password anyway; so I can  access the acount. But I take your point about "a quick call" to a "very helpful lass". I may try that when I next try to change my credentails, rather than try doing it with my bare hands!

Sorry to heat about your problems. One of the areas of the portal we will be looking at again soon is the entire "forgotten password" and "user registration" routines.

I do not believe there is a general issue with these systems since many thousands of people have successfully reset their passwords and changes their sign-in names however we do appreciate that the routines are not as user friendly as they should be and some of the information requested is confusing.

 

We will take your comments on board when working on these systems.

 

Thanks

Carl 

 

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Systems Development
Zen Internet Ltd

Thanks, Carl! I reckon I'm generlly fairly astute about such things, but on that occasion I did end up with the impression of having my right foot behind my left ear! I'll be obliged to make the changes sometime soon 9old email address being obsoleted), so will be trying again. Maybe it will go OK next time [no available smiley for crossed fingers, it seems].

If you continue to have problems then send me a PM and I will en devour to investigate it.

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Systems Development
Zen Internet Ltd