mazelda

password issue

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Hi guys

Putting this on here as I cannot talk to you otherwise.

I'm trying to raise a support ticket but for some reason it will not accept my password

I can login into the pmdg site and access my files,but when I try to use the same details for logging into to create a support ticket it says that the info is incorrect.I have asked for a pasword reset but as yet not arrived  and registering says that the details are already in use

can you advise on a fix thanks

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Hello!!

Any chance someone from pmdg answer this please

I can access my acount fine but the logging in to the support section will not recognise my user name or password 

 

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I may be wrong, but I am pretty sure the Support Site requires you to register separately from your main PMDG buying account, as far as I understand it is a separate database.

Just register on there separately.

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Tried that 

I registered with my details and it said that my email address was already in use.which would be correct as its mine!

I asked for a password reset and it says sent to my email address in green but it never arrives  i ve checked my junk folder etc but nothing is there

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You have to create a separate Support Account different from your Purchasing Account. Only then can you get a Support Ticket. But as you seem to have a password issue, hopefully, Kyle may see this thread and supply an answer

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Kind of hoped I would have heard something from pmdg by now, alas not

This after also sending a pm to one of there admin on here 

I would really like to have this resolved, but at the moment my only avenue of contact is this forum to which they seem to not answering

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On 6/5/2017 at 5:36 AM, mazelda said:

Tried that 

I registered with my details and it said that my email address was already in use.which would be correct as its mine!

I asked for a password reset and it says sent to my email address in green but it never arrives  i ve checked my junk folder etc but nothing is there

Why not try getting a gmail account just for things like this.  This allows you to register a support account in a different email.  Once you have an account open that you can use, then you can submit a ticket requesting email accounts be combined and deal with the password.

It is possible that their password reset function is broken.  It has broken in the past.  I wouldn't rely on a user forum to help you but try to find other ways to getting into their Product Support portal.

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yea looks like thats maybe what I will have to do

will give it a little longer as the matter is not deadly urgent ,but it would be nice if they would answer especially as I pm'd one of them

I appreciate that they are busy with v4 but in my opinion doesn't show their support ticket system in a very good light

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I am having precisely the same problem as OP. Multiple attempts to obtain the password reset with the web site saying that an email has been sent have failed. Nothing happens.

The lack of an official response on this forum is a bit disappointing, but fortunately I worked out a solution to the original problem.

 

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22 minutes ago, jrw4 said:

I am having precisely the same problem as OP. Multiple attempts to obtain the password reset with the web site saying that an email has been sent have failed. Nothing happens.

The lack of an official response on this forum is a bit disappointing, but fortunately I worked out a solution to the original problem.

 

you say  its  a  lack of  response  in this  forum  and now   you  don't  even  say  how you  solved  your  issue,  so guess  it  a  well kept  secret

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Thanks Pete. What I solved was the original problem for which I was requesting support. The password issue remains unresolved, but for the moment it's not blocking me.

For those who might be wondering, yes, I have purchased a license for both the NGX and T7. Wonderful products.

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Go here and read "PMDG support forum rules" (along the top). Points 6, 8 and 9 are of interest to you.

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So I take it that no one knows a way to contact PMDG's support folks other than through the ticket system.

OK, thanks.

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PMDG777 said

Go here and read "PMDG support forum rules" (along the top). Points 6, 8 and 9 are of interest to you.

Thats all very well and good, they don't have to answer pm's but if you can't access the support system in the first place and the pmdg moderators do not answer on here what exactly am i supposed to do !

As one poster suggested, it looks like i am going to have to create another support account, so i can hopefully get in touch with someone and then get them to sort out the account which my products are associated with, from an account that has nothing associated to it.

While in this case it's all above board and legal 

Whats to stop less scrupulous people trying to legitimise pirated software by this method.

I think they really need to look at how the support system operates and give some sort of option to contact them if you cannot do it through this channel

Meanwhile  still no word !!

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2 hours ago, jrw4 said:

So I take it that no one knows a way to contact PMDG's support folks other than through the ticket system.

OK, thanks.

Exactly.

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9 hours ago, mazelda said:

PMDG777 said

Go here and read "PMDG support forum rules" (along the top). Points 6, 8 and 9 are of interest to you.

Thats all very well and good, they don't have to answer pm's but if you can't access the support system in the first place and the pmdg moderators do not answer on here what exactly am i supposed to do !

As one poster suggested, it looks like i am going to have to create another support account, so i can hopefully get in touch with someone and then get them to sort out the account which my products are associated with, from an account that has nothing associated to it.

While in this case it's all above board and legal 

Whats to stop less scrupulous people trying to legitimise pirated software by this method.

I think they really need to look at how the support system operates and give some sort of option to contact them if you cannot do it through this channel

Meanwhile  still no word !!

The support system is not linked to your shop account. Create a new support account, send them a ticket including your order numbers etc (which you will have in your order confirmation emails) and hey presto.

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4 hours ago, PMDG777 said:

The support system is not linked to your shop account. Create a new support account, send them a ticket including your order numbers etc (which you will have in your order confirmation emails) and hey presto.

Chris  the issue  is  that  the  reset option  for  if  you have  forgotten  your  password  to  get in the  support section is  broken, so  unless  you know  your  password   your  kind  of  stuck  between  2  rocks.  either  create  another id  which  will make  things  worse

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4 hours ago, pete_auau said:

Chris  the issue  is  that  the  reset option  for  if  you have  forgotten  your  password  to  get in the  support section is  broken, so  unless  you know  your  password   your  kind  of  stuck  between  2  rocks.  either  create  another id  which  will make  things  worse

You don’t need the reset option to create a new support account. They will be able to manually reset the password to your shop account, or send the password reset option to an alternative email etc. 

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1 hour ago, PMDG777 said:

You don’t need the reset option to create a new support account. They will be able to manually reset the password to your shop account, or send the password reset option to an alternative email etc. 

why  create  a new  account  when  you  already had  one  and  cant  remember  the password,  that's the reason  for  the password  reset option is  for  but  for  some  reason its  broken  and  doesn't  work

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48 minutes ago, pete_auau said:

why  create  a new  account  when  you  already had  one  and  cant  remember  the password,  that's the reason  for  the password  reset option is  for  but  for  some  reason its  broken  and  doesn't  work

Peter,

As has been pointed out numerous times, the forum is not a means to contact the PMDG support team. The only way to officially get support is through the ticket system. Accounts can be deleted, it makes no difference to PMDG. Further, there is no way for a customer to hand over confidential information that PMDG may require such as email addresses, order numbers etc. It is clear in black and white in the forum rules that this is a peer-to-peer based support forum, not a direct contact with PMDG staff, and that PMs to staff do not get responded to. I have offered a workaround for the OP so they can contact PMDG directly.

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Yeah, agree with Chris and others.  I've tried it and agree the password reminder is broken.  It's happened before and eventually PMDG will notice but meanwhile if your goal is to reach the support portal then follow the advice to set up a new account.  Try to remember your password next time.

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16 hours ago, PMDG777 said:

Peter,

As has been pointed out numerous times, the forum is not a means to contact the PMDG support team. The only way to officially get support is through the ticket system. Accounts can be deleted, it makes no difference to PMDG. Further, there is no way for a customer to hand over confidential information that PMDG may require such as email addresses, order numbers etc. It is clear in black and white in the forum rules that this is a peer-to-peer based support forum, not a direct contact with PMDG staff, and that PMs to staff do not get responded to. I have offered a workaround for the OP so they can contact PMDG directly.

thx  for  that  but  i say  this  for the last  time,  as  Dan  said  above  my post  as  the topic  is  about  the password issue   and  since  the password  recovery option is  broken  there is  no  way  other  than to make  another  account  to  make  a support  ticket.  As  Dan  has  suggested  to the op   users  should  take  note  of  their  passwords

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Gents,

We are aware of the issue and it has been forwarded to our vendor for handling.  We do not have an eta for a fix, but I suspect next week sometime.

 

 

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