Exceeded Log-in.

[Priority]

I have a Referral here and I'm trying to access the Account since they haven't been able to sign in for months and they are here for assistance with it since they gave up. 

I sign in using the Correct Email + Password and it says 'Exceeded the number of log-in attempts. Your account is locked. Please try again after 1 hour.' Even though this is the first time I or they have tried in days..

Even after an hour, it still says the same thing. Changing Password didn't make a difference.

I can't even sign into The Community on their EverSafe ID to contact the Agent, I'll have to do it from my Community ID.

What do we do to access this Account?

[maximum_gato]

@Priority 

Your customers will need to create a new community account with a different email. Contact customer support and be available to first verify their account and then run through the troubleshooting tips that the CSA will request....

• Try to access the account with a reset password from the agent.
• Try resetting the password on the user side.

If neither of these tips work then the agent will open a ticket with the "AI" team and supply a reference #. Wait time for an update is 48 to 72 business hours. If your customers agree to allow you performing these steps for them you may (or may not) have the issue resolved for them by next weekend.

( My referral had their ticket created and submitted today. I'll report back their progress to give you an idea of the resolution timeline. Bear in mind this issue occurred once they had their email changed to overcome the eversafe glitch of not recognizing the self serve account's email after the eversafe ID was created.)

Public mobile is Grrrreat!! 🐯🐈‍⬛😀👍

[Priority]

Yessir, I have a Samsung and I always clear the caches for the Public Mobile App and my Default Browser before switching accounts. 

They left some phones and an iPad for repair and they'll be back next weekend, the CSA will be able to help but they aren't here now so I can't verify the information they are requesting. When the come back next weekend I'll sort the issue and give them the repaired devices back. 

Thanks everyone for your help. I'll keep you posted.

[Chalupa_Batman]

https://www.91mobiles.com/hub/clear-iphone-cache-how-to/

[Priority]

@Chalupa_Batman @hTideGnow I've tried that as well with No Success.

[hTideGnow]

hi @Priority Incognito/Private/Secret mode?

[Chalupa_Batman]

Try logging in via a PC or laptop. Then clear cache. But I'd use a different browser all together so it doesn't mess with your account. 

[Handy1]

@Priority  Gonna need CS agent