The Username Blame Game

, , , , | Right | June 24, 2021

I have just had a caller transferred to me from one of our Order Processing phone representatives. The caller is not able to log in to our website.

Me: “Hello, [Caller], this is [My Name]. I understand from [Phone Representative] that you are not able to log in?”

Caller: “Yes. This happens every time that I try to log in; I have to reset the password. So, I reset it again today, and then I couldn’t log in with the new password.”

On our website, after you reset the password, it logs you in, so she would have had to log out and then log back in, so she was clearly testing to make sure the password would work.

Me: “I apologize that the website is not letting you log in. I show that your username is [Caller’s Full Name] with no spaces. Is that the username you are trying to log in with?”

Caller: “No, my username is [email address].”

Me: “I apologize for any confusion. That is the email address we have on record for you, but your username is [Caller’s Full Name]. Can you check and see if you can log in with that username and your password?”

Caller: “No. It doesn’t work.”

Me: “Okay, I’m going to resend the password reset email to you and have to try to reset it with me. Let me know when you receive it.”

Caller: “I have it.”

Me: “Now, click the ‘reset password’ link in the email just like you did before, and then type in the new password and click ‘continue’.”

Caller: “Okay, I reset it and I’m in. I’m going to log out and back in again to make sure it works.”

Me: “Okay. Let me know if it works.”

Caller: *Sounding a bit disappointed* “It worked this time. I’m back.”

Me: “I’m glad we were able to get this straightened out for you. Just remember for next time that the username is [Caller’s Full Name].”

The perplexing part of this incident is that in the password reset email, right above the previously mentioned “reset password” link, is a line that says, “Username,” and lists the person’s username.

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