Required Password Change Issues [merged]

#29 - March 12, 2013, 4:14 p.m.

I am sorry you guys are having this problem. And I’m baffled. We seem to have identified a few issues, but I don’t think we know all that is going on.

Here’s what I learned (from one of our producers, who is helping analyze this situation):

“From a content and UX perspective, the way these error messages are displayed is very confusing. Your eyes are drawn to the red error message below the field, not the wall of text above it. I totally missed the words “Unavailable Password” in front of the paragraph of text.

It sounds to me like the error at the top is telling them that they’re using a password that has been used in the past and we won’t let them do that. The error at the bottom makes it look as though their password doesn’t meet the length requirements.”

Having said that, I don’t think the above applies to some of you guys. I like Arknin’s suggestion to change the password through the profile. We’re not happy to send you to a broken page, and we’ll get that fixed. And you can always petition Support for help — which is coming very promptly these days — by filing a ticket through the “Ask a Question” tab on that linked page. For tips on what information to provide in a ticket, please read this post and provide as much as possible to expedite the ticket.

Thank you for these reports (and I may merge in other posts to this thread, to keep things tidy). Note that you should:

• Look for the message that says the password is disallowed
• Note the 8+ character limits, but heed the other messaging on the page
• Always feel free to reach out to support for personal assistance
• Have confidence that we’re going to work on this until it’s fixed!

Thank you for your patience.

#30 - March 13, 2013, 9:59 a.m.

Here’s what we need, if you can help us with this issue (and we in turn will make it better for you and other players!):

Can you tell me the *process( that you used to change your password? A step-by-step would be great! “I was presented with the ‘change your password’ page, and then I…”

Can you provide me any links that you were provided? So if it say “Click here” can you cut-and-paste that exact link for us?

I’m sorry that this is happening, and I do believe we have more than one small error that is causing players frustration or preventing them from what should be a simple process. We’re on the case and appreciate your help!

#32 - March 13, 2013, 11:49 a.m.

Hi Katharsys,

Can you give me an exact walk-through of what you’re doing? You see the “must change your password page” and… ?

We’re tracking this issue, but the reports are varied and we cannot replicate the issue, so your help with details would be very appreciate.

#36 - March 14, 2013, 12:15 p.m.

Awesome reports, guys! Thank you SO much!

~flips to email and sends to devs~

:)

#39 - March 15, 2013, 10:31 a.m.

Kalavier.1097:

A work around, load up GW2 launcher, hit “forget password.”

Then do the password reset email stuff. It changes your password (Thus solving the requirement of having to do so), and works. I literally just did that after the change password page wasn’t loading.

Good suggestion that I think will help a lot of players.