It’s So Easy… Yet So Difficult

(I work for the online customer service branch of a major department store, answering questions via “live help.” The store has many older customers who often have trouble shopping online. The following is an online conversation I have.)

Customer: “Your site won’t let me get through!”

Me: “I’m sorry to hear that. Could you tell me what part of the site you were having an issue with?”

Customer: “It keeps telling me that I have the wrong password. I have my password!”

(I look up her password and use it on the site to make sure it works.)

Me: “I have tested your password and it appears to be working. Would you like me to send you an email with a copy of your password?”

Customer: “NO! I have my password! It says it right here on the screen, and I typed it just like it says.”

Me: *slightly confused as to why the customer’s password would be displayed* “What password do you see on the screen?”

Customer: “cAsE sEnsitIve! I typed it the exact way that it says here! ‘Your password is cAsE sEnsitIve’!”

This story is part of our Password roundup! This is the last story in the roundup, but we have plenty of others you might enjoy!

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