Hi, all,
My community theatre recently had its first ever livestreamed digital content. It went mostly well, but I had several patrons (around 6 to 10) contact me because they would get a "username or password not recognized"-type error message when trying to log in to view their content. Most had previously been able to log in in order to purchase the content.Any idea why this would be happening? Has anyone else encountered this?Sending them the "Forgot Login" email and prompting them to change their passwords didn't help. The fix that finally seemed to help was:1. I would send the "Forgot Login" email and use my copy to change the password to a simple, temporary password myself. I would then check that I was successfully able to log in to that patron's account. 2. I would instruct the patron to close any TNEW tabs and open an incognito/private window and try logging in with the new password there.Usually, these steps would work when nothing else would, which leads me to believe this could be a case of TNEW getting upset because the patron was trying to log in too many times in quick succession. Since this was our first livestream, it was also probably the first time that so many people have needed to log in during a short time span, so it's hard to tell if this has always been an issue or if it's new.In case this is important: We are on TNEWv7 and we do not allow Guest Checkout. This is happening both with people who have existing logins and people who created new accounts for this purchase.Any help is much appreciated. We have another livestream coming up next month, and I'd like to prevent this from happening again, if possible.
This sounds a lot like people trying to log in with a different email address than the one used for the purchase. The language ("username or password not recognized") is intentionally vague to prevent people from using a bot to check for account names on a system.
Thanks for the response.I spoke on the phone with these patrons and they confirmed they were using the same email address (same spelling/capital letters/etc.) listed as a login on their account. For two or three patrons, I even sent their login email and temporary password in an email so they could copy+paste. It's possible some of them missed a typo, though.That sort of thing is difficult to verify over the phone.