Problems loggin into my account

iClone General
1

Today I tried to update IClone, CC4 and AccuPose using the ReallusionHub, but every time I click on the update button I get a prompt to log into my account, and when I do, I get an error like “Login failed - check email and password” … but I’m 100% sure I entered the right PW… when I try to reset the password I get this error:

“Verifizierung fehlgeschlagen (recaptcha-verification-failed)”

So I can not log into my account atm!

What is going on here? Can someone from support have a look into this (to file a support ticket I need to be logged in … this is why I write here)

Thank you

2

Hi…

Sorry to hear you are having these problems.

If you are able, try using a different browser like Microsoft Edge or Safari to login to your account and see if it works. You could also try using a different computer if you have access to one.

Do also make sure to do a full shutdown of your current computer and then try again after a clean restart as this may resolve the issue.

However, if you are still unable to fix the problem, please contact Support by email using the following address: support[at]reallusion.com (replace [at] with @).

3

Hello Pete,

thank you for your fast reply! I tried everything you suggested above - but no success, unfortunately.

I wrote an email to support. You can delete my original message in the forum, if you want - i dont think its of much interest to others :slight_smile:

have a good day!

4

Oh my… I think contacting support was not a good idea :confused:

This is the (obiviously autogenerated) answer i go from “support@reallusion.com”…

"Dear Customer,
For any support questions, please get in touch with our Support Team via the member login on the “Reallusion Online Support Form” as per the below link: -
https://www.reallusion.com/CustomerSupport/UserEx/QForm.html

Besides keeping the thread, and easy to track, we have respective product experts and sales support to help you more efficiently in this form.
https://kb.reallusion.com/General/50108/How-do-I-contact-the-Support-Team

Your help would be much appreciated, thanks for your support!

Best Regards
Technical Support
Reallusion Inc."

So, to contact support requires a login into my account on Reallusion.com - which is my basic problem …

Can you help me please?!

BTW: I have no idea why i have access to the forum … i did not had to login to post in the forum - i was still logged in from a previous session

5

Hi…

Support have told me they have replied to you and reset your password. Are you now able to access your account successfully?

6

yes, thank you! all good now! :slight_smile:

support resetted my password, so i could use this to log in and set a new pw.

you can delete the my original thread in the forum if you like … i think its not very useful for others …

7

Thanks for letting me know. Glad all is well now.