YDC Product Troubleshooting Guide : Cannot Log-In to Cloud Account

Complaint documentation

For this complaint code, please obtain the following:

Screenshot of the error message
Exact text of the error message
Cloud Account email

Issue

Customer cannot log-in to cloud account
An error message is displayed

Questions to be asked

Which error message is displayed?

Questions to be documented

Which error message is displayed?

Actions

The following flowchart provides guidance on the questions to be asked and actions to be taken.

Images

Screenshot of the cloud.

Currently, error messages may be displayed in an incorrect language.

Screenshot of the App.

If this Error occurs, the customer should log in to mylife Cloud via desktop browser and complete the set-up wizard.

Screenshot of the App.

If this error occurs, the customer should log in via mylife Cloud and see if any errors appear.

Reasons behind

The reason for the error message "Your login attempt was not successful. Please try again." is that either the e-mail address is misspelled or the customer has not activated the account.

The reason for the error message "Wrong email address or password" is that the password is incorrect.