Docs-website: Issue: Troubleshoot password, email address, and login issues

[hsue]

Tell us what you need

Trouble logging in.
I have accessed new relic in the past, it's been a year or 2 but I was able to access it before. At first I thought I forgot my password, so I tried reset password. I was able to do that, but still failed to login after resetting the password. I even tried resetting password twice and still got this error:

Unable to log in. Please ensure that your email and password are correct.
Please advise.
my username is [email protected]

Doc information (don't delete this section)

• https://docs.newrelic.com/docs/accounts/accounts-billing/account-setup/troubleshoot-new-relics-password-email-address-login-problems/
• OS: Unknown
• Browser: Unknown
• Device: Unknown

[jpvajda]

@hsue 👋 This is actually the repository for our product documentation and we don't handle account or login issues.

Do you have an existing account that has New Relic Support? If so I suggest contacting New Relic Support via our ticket process. If you do not have New Relic Support, I can pass this issue on to our team that handles authentication and authorization to see if there something wrong with your account.

[hsue]

Please help me pass the issue to your support team. The support portal requires signing in. My issue is I cannot login.

[rudouglas]

Hi @hsue the best way to do that would be to post a topic in our Community Accounts section and one of our Support Engineers will be able to assist :)

[hsue]

I cannot post a topic because I cannot login! My issue is I cannot login.
Can you post an issue for me?

On Wed, May 19, 2021 at 10:41 AM Ruairi Douglas @.*>
wrote:

Hi @hsue https://github.com/hsue the best way to do that would be to
post a topic in our Community Accounts section
https://discuss.newrelic.com/c/new-relic-accounts/473 and one of our
Support Engineers will be able to assist :)

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[jpvajda]

@hsue I actually contacted our auth team internally to find out who can assist you, just awaiting a reply. Also what you can do to post in the topic @rudouglas mentioned is create a free account with a different email address on New Relic and reference your problem with you primary account.

https://newrelic.com/signup

[jpvajda]

@hsue here is some final input from our AAA team.

_We haven’t been able to locate his login attempts via querying, so it’s difficult for me to guess what his problem may be. I took a look at his user record and nothing stood out to me as being incorrect. Is there a chance he didn’t set his new password to the value he thought he did so he is just typing in the wrong password? It might help if he tried the password change process again._

[hsue]

I just tried to login now and it's 4:05pm PST. I tried all 3 different
passwords, 2 of them I have recently reset.
And I just reset my password at 4:07pm PST. and tried to login again at
4:08pm PST right now and still failed with this error:
Unable to log in. Please ensure that your email and password are correct.

There's no error on my browser console
my username/email is @.*

On Mon, May 24, 2021 at 3:53 PM John P Vajda @.*>
wrote:

@hsue https://github.com/hsue here is some final input from our AAA
team.

We haven’t been able to locate his login attempts via querying, so it’s
difficult for me to guess what his problem may be. I took a look at his
user record and nothing stood out to me as being incorrect. Is there a
chance he didn’t set his new password to the value he thought he did so he
is just typing in the wrong password? It might help if he tried the
password change process again.

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https://github.com/newrelic/docs-website/issues/2345#issuecomment-847405587,
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[jpvajda]

@hsue - Github stripes out the email address in comments for security reasons, let me pass this info onto our AAA team, did you open up a topic for help per our advice above? We apologize but our team has nothing to do with authentication or user login problems, we are trying to get you the right place though. 😄

[hsue]

yes, I just created a free account and created an issue. thx for your help

On Tue, May 25, 2021 at 7:42 AM John P Vajda @.*>
wrote:

@hsue https://github.com/hsue - Github stripes out the email address in
comments for security reasons, let me pass this info onto our AAA team, did
you open up a topic for help per our advice above? We apologize but our
team has nothing to do with authentication or user login problems, we are
trying to get you the right place though. 😄

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You are receiving this because you were mentioned.
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https://github.com/newrelic/docs-website/issues/2345#issuecomment-847928637,
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