Do Not Password, Do Not Pass Go, Part 5
I just got back to work after three days off due to the loss of a family member, and the first ticket to get back to the grind was just absolutely beautiful. We get a call from a woman who couldn’t log into the app on her phone. Simple enough. I go investigate. She’s not getting a signal.
Me: “You need to connect to wifi. Your phone isn’t getting a signal.”
User: “Yes, it is.”
Me: “No, it’s not. Try opening the app store.”
The App Store won’t load.
Me: “Yeah, see you need to get a signal to sign into the app or connect to wifi.”
The user goes into settings and disables cellular data.
Me: “You don’t need to do that. Just connect to the wifi.”
She goes to WIFI Calling. Wifi is the first settings option on iPhone. She was looking right past it.
Me: “Let me see your phone.”
I take her phone and connect it to the wifi. Then I open the app. It opens properly.
Me: “There, see, you just needed a signal.”
The user is now at the login screen. She tries logging in and gets an incorrect username or password. Here we go.
Me: “You need to enter the correct password.”
User: “That is my password. I just had it changed.”
She tries again: incorrect username or password.
Me: “Are you entering the correct username?”
I check, and she is.
Me: “If you don’t remember your password, you need to call the help desk to reset it.”
User: “I don’t want my pw reset. I know I’m entering the correct password. I set it myself.”
Oooooookaaaaaaayyyy?
Me: “Well, if you want a password reset, just give us a call.”
Of course, the user who didn’t know basic phone functions was convinced the problem was not herself, but rather everything else. After all, she KNEW her password. Clearly, the app was wrong.
Related:
Do Not Password, Do Not Pass Go, Part 4
Do Not Password, Do Not Pass Go, Part 3
Do Not Password, Do Not Pass Go, Part 2
Do Not Password, Do Not Pass Go
