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Forum Thread

Account help

Forum-Index → Help → Answered → Account help
SniftyMrab
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Trainerlevel: 32

Forum Posts: 166
Posted: Tue, 15/06/2021 17:08 (3 Years ago)
My sister also has a pokeheroes account, but recently she changed her password, but when she tried to log-in with said password, it wouldn't let her in. She then used the forgot password form, and checked all her email inboxes, but she did not get an email. She tried sending an email to the staff but that was almost a month ago and they still haven't responded. She doesn't want to start over so does anyone know how to fix this? Thank you~
Orca~
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Posted: Tue, 15/06/2021 22:32 (3 Years ago)
Have you tried the Support Center?
keep livin'. keep dreamin'.

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SniftyMrab
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Posted: Wed, 16/06/2021 00:13 (3 Years ago)
I have, and am currently waiting for a response.
Zacharias
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Posted: Wed, 16/06/2021 13:36 (3 Years ago)
Err... Did your sister check the "Spam" section as well?
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SniftyMrab
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Posted: Wed, 16/06/2021 14:14 (3 Years ago)
She did. ; - ;
Cherry_Blossom
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Posted: Thu, 17/06/2021 10:51 (3 Years ago)
Maybe you could try logging in with the old password... it is possible the password wasn't changed
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Crescendo
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Posted: Thu, 17/06/2021 11:51 (3 Years ago)
This scene clearly states that E-mail as well as password, both were changed.
Did she reveal out their password to someone else on PH or anyone? If, yes, someone have changed her password or username, through putting their e-mail that moment when she changed her password.
But, if they have not given the password to anyone else, then, someone have guessed the password, when it is too easy to guess. Thatswhy it is adviced to keep password more complicate and strong.

In this case, if she really see their e-mail and password, both not working, then, even admin himself can't do anything. They can't verify the one who is owning your sister's account right now is your sister or someone else.
Just hope and fill a report in support center, and then, wait for their response, ‘if its really a technical issue’. They will surely try their best. :')
SniftyMrab
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Posted: Thu, 17/06/2021 12:46 (3 Years ago)
I am pretty sure she didn't give her password to anyone else, and she has tried logging in with the old password, but unfortunately, it didn't work. but thank you for responding! :))
starfall_
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Posted: Thu, 17/06/2021 18:29 (3 Years ago)
the password should be hashed iirc

tell them (your sibling) to use the “Forgot Password” tool on the login screen, and get them to change it to something easy to guess, before doing the hard to guess (change the email). that should do it.
SniftyMrab
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Posted: Thu, 17/06/2021 19:43 (3 Years ago)
Yes but she hasn't gotten any emails even when she used the forgot password tool
Orca~
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Posted: Thu, 17/06/2021 22:26 (3 Years ago)
Is the email like a school account and the school blocks it?
keep livin'. keep dreamin'.

"'Cause you're a sky, you're a sky full of stars"
Coldplay & Avicii - Sky Full of Stars
SniftyMrab
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Posted: Thu, 17/06/2021 23:04 (3 Years ago)
No it's a gmail account
Crescendo
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Posted: Fri, 18/06/2021 01:50 (3 Years ago)
Did they check the SPAM folder as well?
SniftyMrab
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Posted: Fri, 18/06/2021 02:01 (3 Years ago)
Yes, they did :'(
Finhawk
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Posted: Fri, 18/06/2021 17:11 (3 Years ago)
Is your sister certain her email address registered for PH is correct? Has she ever changed it? Is it possible there could be typo in her submitted email address and that's why she's not getting an email?

You can't of course check it without being able to log in and if that's indeed the case, it seems she won't be able to get back into her account without staff help. So if there's no answer to inquiries, the situation looks pretty bleak. Did she ever try to send a second email to the staff about this? (It's possible her email got buried or forgotten so I think sending a second email after a few weeks or a month is entirely acceptable.)

As for the possibility of someone else having managed to get access to her account for some reason, have you checked if anything on her account has changed? Any significant amount of PD or pokemon missing or changes in the party for example? Additionally, if she has her Last Action enabled on her profile, you can easily see if her account has been logged into after she lost access. Though even if there's no signs of account kidnapping, it still won't entirely rule that out of the possibilities, but it would be helpful in figuring out the most likely possibilities of what happened.
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SniftyMrab
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Posted: Fri, 18/06/2021 18:07 (3 Years ago)
All right, Thank you, I'll ask her if she's done any of this. :))