lost password

cipro 55

Hi, I'm trying to get on line to pay my bill, When you send a new password I'm told it's not a match please help.

EI: Una

Hi Peter,

We have tested this and it is not a system issue as the change of password was a success. Are you pasting the emailed temporary password into the first field before you are guided to the field where you are required to create your new one? Have you tried it twice or more? If it is a case of the latter, it could be a mix-up between two or more passwords that have been sent to you, as, if you try it twice or more, a different password is sent to you each time.

Ensure also, when copying the emailed password, that you do not exceed the characters with a space, as this will not be recognised. A space is considered an extra character.

Regards,
Una

bmaxi

I'm having a similar problem. Every time I access the Electric Ireland site I have to get a new password. I've copied and pasted, clicked links, changed passwords and used a password manager but every time the same thing. It's becoming a pain.

EI: Una

Hi bmaxi,

If you select "Forgot my password" again, try typing in the provided password, ensuring that caps lock is selected first.

Then, ensure to deactivate caps lock when creating your personal password.

Regards,
Una

bmaxi

I may not have made it clear. When I first obtain a new password the site will open but subsequently if I try to access using the same password, whether typed, pasted or loaded with password manager, it is not recognised.

EI: Una

Hi again bmaxi,

Are you changing to your own personal password after Electric Ireland gives you the temporary one?

Regards,
Una

bmaxi

Yes

EI: Una

Hi again bmaxi,

Is the new password you create in cap locks or lower-case? Passwords are case-sensitive.

And what browser are you using? At the moment, our online billing is not compatible with Safari.

Regards,
Una

bmaxi

Electric Ireland: Una wrote: »

Hi again bmaxi,

Is the new password you create in cap locks or lower-case? Passwords are case-sensitive.

And what browser are you using? At the moment, our online billing is not compatible with Safari.

Regards,
Una

My password is all lower case plus numerals, I use either Firefox or Chrome, mostly Firefox.

EI: Una

Hi again bmaxi,

Can you private message your Electric Ireland account number and your name/address/telephone number? Once you are the  named account-holder we will be able to look into this further for you.

Regards,
Una

bmaxi

Ok, will do.