Hello,

I've been experiencing an endless password reset / 2FA error lately, and can not login as a result.

The actual error given is this:

When I go throught the reset password routine and reach the prompt to enter my OTP code the same error appears. A few days ago a different error was shown (see attached), so I was hoping it was some kind of a transient error.

Please advise on how to proceed. Thank you.

Hello,

I've been experiencing an endless password reset / 2FA error lately, and can not login as a result.

The actual error given is this:

When I go throught the reset password routine and reach the prompt to enter my OTP code the same error appears. A few days ago a different error was shown (see attached), so I was hoping it was some kind of a transient error.

Please advise on how to proceed. Thank you.

Hi Oleksiy,

Can you let us know your NS1 Customer ID for further investigation? 

------------------------------
Nga Trieu Thi

Original Message:
Sent: Mon August 19, 2024 03:10 PM
From: Oleksiy Kurochkin
Subject: Endless password reset (can not login

Hello,

I've been experiencing an endless password reset / 2FA error lately, and can not login as a result.

The actual error given is this:

When I go throught the reset password routine and reach the prompt to enter my OTP code the same error appears. A few days ago a different error was shown (see attached), so I was hoping it was some kind of a transient error.

Please advise on how to proceed. Thank you.

#TechnicalAssistance(forthefreemiumusers)

------------------------------
Oleksiy Kurochkin
------------------------------

Hello. 

my NS1 username is kurkin, registered with the same email address as this IBMid.

Before this incident,  I accessed NS1 Portal a few months ago, with no login problems ever.

Thank you

Original Message:
Sent: Wed August 21, 2024 03:12 AM
From: Nga Trieu Thi
Subject: Endless password reset (can not login

Hi Oleksiy,

Can you let us know your NS1 Customer ID for further investigation? 

------------------------------
Nga Trieu Thi

Original Message:
Sent: Mon August 19, 2024 03:10 PM
From: Oleksiy Kurochkin
Subject: Endless password reset (can not login

Hello,

I've been experiencing an endless password reset / 2FA error lately, and can not login as a result.

The actual error given is this:

When I go throught the reset password routine and reach the prompt to enter my OTP code the same error appears. A few days ago a different error was shown (see attached), so I was hoping it was some kind of a transient error.

Please advise on how to proceed. Thank you.

#TechnicalAssistance(forthefreemiumusers)

------------------------------
Oleksiy Kurochkin
------------------------------

Hi - The permissions issue preventing the login should be fixed.  Can you please try again?

------------------------------
Joseph Gran

Original Message:
Sent: Wed August 21, 2024 03:35 PM
From: Oleksiy K.
Subject: Endless password reset (can not login

Hello. 

my NS1 username is kurkin, registered with the same email address as this IBMid.

Before this incident,  I accessed NS1 Portal a few months ago, with no login problems ever.

Thank you

Original Message:
Sent: Wed August 21, 2024 03:12 AM
From: Nga Trieu Thi
Subject: Endless password reset (can not login

Hi Oleksiy,

Can you let us know your NS1 Customer ID for further investigation? 

------------------------------
Nga Trieu Thi

Original Message:
Sent: Mon August 19, 2024 03:10 PM
From: Oleksiy Kurochkin
Subject: Endless password reset (can not login

Hello,

I've been experiencing an endless password reset / 2FA error lately, and can not login as a result.

The actual error given is this:

When I go throught the reset password routine and reach the prompt to enter my OTP code the same error appears. A few days ago a different error was shown (see attached), so I was hoping it was some kind of a transient error.

Please advise on how to proceed. Thank you.

#TechnicalAssistance(forthefreemiumusers)

------------------------------
Oleksiy Kurochkin
------------------------------

Hello Joseph,

I tried from a brand new browser session to exclude possible cookies/caching issues. No luck so far, though there are visible changes.

My steps:

1. access https://my.nsone.net, try to login, get "Invalid username" message as before (and I appreciate the newly-added Reset Password link)
   
2. Click the reset the password link, wait for email, use the the emailed link
3. Set a new password (may I say the password requirements info needs some beautification?)
   
4. I see a "Password succesfully reset" message briefly, and then get prompted to login again
5. Enter my newly-set credentials and get prompted to set TOTP. Surprisingly, the literal code is the same as I have stored in the TOTP app before (ever since activating TOTP years ago) - shouldn't it have been reset as well? 
   
   
6. Enter the TOTP from the generator app and click "Verify authentication", leading to the initial error:
   

So while there are changes, the issue is still there.

 - Oleksiy

Original Message:
Sent: Thu August 22, 2024 11:17 AM
From: Joseph Gran
Subject: Endless password reset (can not login

Hi - The permissions issue preventing the login should be fixed.  Can you please try again?

------------------------------
Joseph Gran

Original Message:
Sent: Wed August 21, 2024 03:35 PM
From: Oleksiy K.
Subject: Endless password reset (can not login

Hello. 

my NS1 username is kurkin, registered with the same email address as this IBMid.

Before this incident,  I accessed NS1 Portal a few months ago, with no login problems ever.

Thank you

Original Message:
Sent: Wed August 21, 2024 03:12 AM
From: Nga Trieu Thi
Subject: Endless password reset (can not login

Hi Oleksiy,

Can you let us know your NS1 Customer ID for further investigation? 

------------------------------
Nga Trieu Thi

Original Message:
Sent: Mon August 19, 2024 03:10 PM
From: Oleksiy Kurochkin
Subject: Endless password reset (can not login

Hello,

I've been experiencing an endless password reset / 2FA error lately, and can not login as a result.

The actual error given is this:

When I go throught the reset password routine and reach the prompt to enter my OTP code the same error appears. A few days ago a different error was shown (see attached), so I was hoping it was some kind of a transient error.

Please advise on how to proceed. Thank you.

#TechnicalAssistance(forthefreemiumusers)

------------------------------
Oleksiy Kurochkin
------------------------------

Hi Oleksiy,

We've disable 2FA for your user. Could you please reset your password and try the process again?

Thank you.

Hello Joseph,

I tried from a brand new browser session to exclude possible cookies/caching issues. No luck so far, though there are visible changes.

My steps:

1. access https://my.nsone.net, try to login, get "Invalid username" message as before (and I appreciate the newly-added Reset Password link)
   
2. Click the reset the password link, wait for email, use the the emailed link
3. Set a new password (may I say the password requirements info needs some beautification?)
   
4. I see a "Password succesfully reset" message briefly, and then get prompted to login again
5. Enter my newly-set credentials and get prompted to set TOTP. Surprisingly, the literal code is the same as I have stored in the TOTP app before (ever since activating TOTP years ago) - shouldn't it have been reset as well? 
   
   
6. Enter the TOTP from the generator app and click "Verify authentication", leading to the initial error:
   

So while there are changes, the issue is still there.

 - Oleksiy

Original Message:
Sent: Thu August 22, 2024 11:17 AM
From: Joseph Gran
Subject: Endless password reset (can not login

Hi - The permissions issue preventing the login should be fixed.  Can you please try again?

------------------------------
Joseph Gran

Original Message:
Sent: Wed August 21, 2024 03:35 PM
From: Oleksiy K.
Subject: Endless password reset (can not login

Hello. 

my NS1 username is kurkin, registered with the same email address as this IBMid.

Before this incident,  I accessed NS1 Portal a few months ago, with no login problems ever.

Thank you

Original Message:
Sent: Wed August 21, 2024 03:12 AM
From: Nga Trieu Thi
Subject: Endless password reset (can not login

Hi Oleksiy,

Can you let us know your NS1 Customer ID for further investigation? 

------------------------------
Nga Trieu Thi

Original Message:
Sent: Mon August 19, 2024 03:10 PM
From: Oleksiy Kurochkin
Subject: Endless password reset (can not login

Hello,

I've been experiencing an endless password reset / 2FA error lately, and can not login as a result.

The actual error given is this:

When I go throught the reset password routine and reach the prompt to enter my OTP code the same error appears. A few days ago a different error was shown (see attached), so I was hoping it was some kind of a transient error.

Please advise on how to proceed. Thank you.

#TechnicalAssistance(forthefreemiumusers)

------------------------------
Oleksiy Kurochkin
------------------------------

Hello,

the issue is resolved - I can now login; re-enabled TOTP as second factor auth - it works as well.

Thank you, I truly appreciate your help.

Hi Oleksiy,

We've disable 2FA for your user. Could you please reset your password and try the process again?

Thank you.

Hello Joseph,

I tried from a brand new browser session to exclude possible cookies/caching issues. No luck so far, though there are visible changes.

My steps:

1. access https://my.nsone.net, try to login, get "Invalid username" message as before (and I appreciate the newly-added Reset Password link)
   
2. Click the reset the password link, wait for email, use the the emailed link
3. Set a new password (may I say the password requirements info needs some beautification?)
   
4. I see a "Password succesfully reset" message briefly, and then get prompted to login again
5. Enter my newly-set credentials and get prompted to set TOTP. Surprisingly, the literal code is the same as I have stored in the TOTP app before (ever since activating TOTP years ago) - shouldn't it have been reset as well? 
   
   
6. Enter the TOTP from the generator app and click "Verify authentication", leading to the initial error:
   

So while there are changes, the issue is still there.

 - Oleksiy

Original Message:
Sent: Thu August 22, 2024 11:17 AM
From: Joseph Gran
Subject: Endless password reset (can not login

Hi - The permissions issue preventing the login should be fixed.  Can you please try again?

------------------------------
Joseph Gran

Original Message:
Sent: Wed August 21, 2024 03:35 PM
From: Oleksiy K.
Subject: Endless password reset (can not login

Hello. 

my NS1 username is kurkin, registered with the same email address as this IBMid.

Before this incident,  I accessed NS1 Portal a few months ago, with no login problems ever.

Thank you

Original Message:
Sent: Wed August 21, 2024 03:12 AM
From: Nga Trieu Thi
Subject: Endless password reset (can not login

Hi Oleksiy,

Can you let us know your NS1 Customer ID for further investigation? 

------------------------------
Nga Trieu Thi

Original Message:
Sent: Mon August 19, 2024 03:10 PM
From: Oleksiy Kurochkin
Subject: Endless password reset (can not login

Hello,

I've been experiencing an endless password reset / 2FA error lately, and can not login as a result.

The actual error given is this:

When I go throught the reset password routine and reach the prompt to enter my OTP code the same error appears. A few days ago a different error was shown (see attached), so I was hoping it was some kind of a transient error.

Please advise on how to proceed. Thank you.

#TechnicalAssistance(forthefreemiumusers)

------------------------------
Oleksiy Kurochkin
------------------------------

Oleksiy,

It's great to hear that you can log in now.

Best regards,

Hello,

the issue is resolved - I can now login; re-enabled TOTP as second factor auth - it works as well.

Thank you, I truly appreciate your help.

Hi Oleksiy,

We've disable 2FA for your user. Could you please reset your password and try the process again?

Thank you.

Hello Joseph,

I tried from a brand new browser session to exclude possible cookies/caching issues. No luck so far, though there are visible changes.

My steps:

1. access https://my.nsone.net, try to login, get "Invalid username" message as before (and I appreciate the newly-added Reset Password link)
   
2. Click the reset the password link, wait for email, use the the emailed link
3. Set a new password (may I say the password requirements info needs some beautification?)
   
4. I see a "Password succesfully reset" message briefly, and then get prompted to login again
5. Enter my newly-set credentials and get prompted to set TOTP. Surprisingly, the literal code is the same as I have stored in the TOTP app before (ever since activating TOTP years ago) - shouldn't it have been reset as well? 
   
   
6. Enter the TOTP from the generator app and click "Verify authentication", leading to the initial error:
   

So while there are changes, the issue is still there.

 - Oleksiy

Original Message:
Sent: Thu August 22, 2024 11:17 AM
From: Joseph Gran
Subject: Endless password reset (can not login

Hi - The permissions issue preventing the login should be fixed.  Can you please try again?

------------------------------
Joseph Gran

Original Message:
Sent: Wed August 21, 2024 03:35 PM
From: Oleksiy K.
Subject: Endless password reset (can not login

Hello. 

my NS1 username is kurkin, registered with the same email address as this IBMid.

Before this incident,  I accessed NS1 Portal a few months ago, with no login problems ever.

Thank you

Original Message:
Sent: Wed August 21, 2024 03:12 AM
From: Nga Trieu Thi
Subject: Endless password reset (can not login

Hi Oleksiy,

Can you let us know your NS1 Customer ID for further investigation? 

------------------------------
Nga Trieu Thi

Original Message:
Sent: Mon August 19, 2024 03:10 PM
From: Oleksiy Kurochkin
Subject: Endless password reset (can not login

Hello,

I've been experiencing an endless password reset / 2FA error lately, and can not login as a result.

The actual error given is this:

When I go throught the reset password routine and reach the prompt to enter my OTP code the same error appears. A few days ago a different error was shown (see attached), so I was hoping it was some kind of a transient error.

Please advise on how to proceed. Thank you.

#TechnicalAssistance(forthefreemiumusers)

------------------------------
Oleksiy Kurochkin
------------------------------

I'm afraid the error still persists.

5 days ago I was able to login, re-enabled TOTP, and performed a logout+login to make sure everything worked.

Yesterday I tried to login and the TOTP code is not accepted, just as before.

Please help. I'm ready to help with the troubleshooting. (I'm using Keepass as password manager on PC and mobile; double-checked that all system clocks are in sync)

Oleksiy,

It's great to hear that you can log in now.

Best regards,

Hello,

the issue is resolved - I can now login; re-enabled TOTP as second factor auth - it works as well.

Thank you, I truly appreciate your help.

Hi Oleksiy,

We've disable 2FA for your user. Could you please reset your password and try the process again?

Thank you.

Hello Joseph,

I tried from a brand new browser session to exclude possible cookies/caching issues. No luck so far, though there are visible changes.

My steps:

1. access https://my.nsone.net, try to login, get "Invalid username" message as before (and I appreciate the newly-added Reset Password link)
   
2. Click the reset the password link, wait for email, use the the emailed link
3. Set a new password (may I say the password requirements info needs some beautification?)
   
4. I see a "Password succesfully reset" message briefly, and then get prompted to login again
5. Enter my newly-set credentials and get prompted to set TOTP. Surprisingly, the literal code is the same as I have stored in the TOTP app before (ever since activating TOTP years ago) - shouldn't it have been reset as well? 
   
   
6. Enter the TOTP from the generator app and click "Verify authentication", leading to the initial error:
   

So while there are changes, the issue is still there.

 - Oleksiy

Original Message:
Sent: Thu August 22, 2024 11:17 AM
From: Joseph Gran
Subject: Endless password reset (can not login

Hi - The permissions issue preventing the login should be fixed.  Can you please try again?

------------------------------
Joseph Gran

Original Message:
Sent: Wed August 21, 2024 03:35 PM
From: Oleksiy K.
Subject: Endless password reset (can not login

Hello. 

my NS1 username is kurkin, registered with the same email address as this IBMid.

Before this incident,  I accessed NS1 Portal a few months ago, with no login problems ever.

Thank you

Original Message:
Sent: Wed August 21, 2024 03:12 AM
From: Nga Trieu Thi
Subject: Endless password reset (can not login

Hi Oleksiy,

Can you let us know your NS1 Customer ID for further investigation? 

------------------------------
Nga Trieu Thi

Original Message:
Sent: Mon August 19, 2024 03:10 PM
From: Oleksiy Kurochkin
Subject: Endless password reset (can not login

Hello,

I've been experiencing an endless password reset / 2FA error lately, and can not login as a result.

The actual error given is this:

When I go throught the reset password routine and reach the prompt to enter my OTP code the same error appears. A few days ago a different error was shown (see attached), so I was hoping it was some kind of a transient error.

Please advise on how to proceed. Thank you.

#TechnicalAssistance(forthefreemiumusers)

------------------------------
Oleksiy Kurochkin
------------------------------

Hi Oleksiy,

2FA has been disabled again. You can log in to your account without OTP.

Could you please log a support case at ibm.com/support? It would be helpful for us if we need to escalate the issue for further investigation.

Otherwise, you can skip enabling 2FA and log in with your username/password.

Thank you.

I'm afraid the error still persists.

5 days ago I was able to login, re-enabled TOTP, and performed a logout+login to make sure everything worked.

Yesterday I tried to login and the TOTP code is not accepted, just as before.

Please help. I'm ready to help with the troubleshooting. (I'm using Keepass as password manager on PC and mobile; double-checked that all system clocks are in sync)

Oleksiy,

It's great to hear that you can log in now.

Best regards,

Hello,

the issue is resolved - I can now login; re-enabled TOTP as second factor auth - it works as well.

Thank you, I truly appreciate your help.

Hi Oleksiy,

We've disable 2FA for your user. Could you please reset your password and try the process again?

Thank you.

Hello Joseph,

I tried from a brand new browser session to exclude possible cookies/caching issues. No luck so far, though there are visible changes.

My steps:

1. access https://my.nsone.net, try to login, get "Invalid username" message as before (and I appreciate the newly-added Reset Password link)
   
2. Click the reset the password link, wait for email, use the the emailed link
3. Set a new password (may I say the password requirements info needs some beautification?)
   
4. I see a "Password succesfully reset" message briefly, and then get prompted to login again
5. Enter my newly-set credentials and get prompted to set TOTP. Surprisingly, the literal code is the same as I have stored in the TOTP app before (ever since activating TOTP years ago) - shouldn't it have been reset as well? 
   
   
6. Enter the TOTP from the generator app and click "Verify authentication", leading to the initial error:
   

So while there are changes, the issue is still there.

 - Oleksiy

Original Message:
Sent: Thu August 22, 2024 11:17 AM
From: Joseph Gran
Subject: Endless password reset (can not login

Hi - The permissions issue preventing the login should be fixed.  Can you please try again?

------------------------------
Joseph Gran

Original Message:
Sent: Wed August 21, 2024 03:35 PM
From: Oleksiy K.
Subject: Endless password reset (can not login

Hello. 

my NS1 username is kurkin, registered with the same email address as this IBMid.

Before this incident,  I accessed NS1 Portal a few months ago, with no login problems ever.

Thank you

Original Message:
Sent: Wed August 21, 2024 03:12 AM
From: Nga Trieu Thi
Subject: Endless password reset (can not login

Hi Oleksiy,

Can you let us know your NS1 Customer ID for further investigation? 

------------------------------
Nga Trieu Thi

Original Message:
Sent: Mon August 19, 2024 03:10 PM
From: Oleksiy Kurochkin
Subject: Endless password reset (can not login

Hello,

I've been experiencing an endless password reset / 2FA error lately, and can not login as a result.

The actual error given is this:

When I go throught the reset password routine and reach the prompt to enter my OTP code the same error appears. A few days ago a different error was shown (see attached), so I was hoping it was some kind of a transient error.

Please advise on how to proceed. Thank you.

#TechnicalAssistance(forthefreemiumusers)

------------------------------
Oleksiy Kurochkin
------------------------------

Hello, please help me disable the TOTP challenge - I have requested it over three weeks ago with no response. I believe I have tracked the root cause.

Thank you.

Hi Oleksiy,

2FA has been disabled again. You can log in to your account without OTP.

Could you please log a support case at ibm.com/support? It would be helpful for us if we need to escalate the issue for further investigation.

Otherwise, you can skip enabling 2FA and log in with your username/password.

Thank you.

I'm afraid the error still persists.

5 days ago I was able to login, re-enabled TOTP, and performed a logout+login to make sure everything worked.

Yesterday I tried to login and the TOTP code is not accepted, just as before.

Please help. I'm ready to help with the troubleshooting. (I'm using Keepass as password manager on PC and mobile; double-checked that all system clocks are in sync)

Oleksiy,

It's great to hear that you can log in now.

Best regards,

Hello,

the issue is resolved - I can now login; re-enabled TOTP as second factor auth - it works as well.

Thank you, I truly appreciate your help.

Hi Oleksiy,

We've disable 2FA for your user. Could you please reset your password and try the process again?

Thank you.

Hello Joseph,

I tried from a brand new browser session to exclude possible cookies/caching issues. No luck so far, though there are visible changes.

My steps:

1. access https://my.nsone.net, try to login, get "Invalid username" message as before (and I appreciate the newly-added Reset Password link)
   
2. Click the reset the password link, wait for email, use the the emailed link
3. Set a new password (may I say the password requirements info needs some beautification?)
   
4. I see a "Password succesfully reset" message briefly, and then get prompted to login again
5. Enter my newly-set credentials and get prompted to set TOTP. Surprisingly, the literal code is the same as I have stored in the TOTP app before (ever since activating TOTP years ago) - shouldn't it have been reset as well? 
   
   
6. Enter the TOTP from the generator app and click "Verify authentication", leading to the initial error:
   

So while there are changes, the issue is still there.

 - Oleksiy

Original Message:
Sent: Thu August 22, 2024 11:17 AM
From: Joseph Gran
Subject: Endless password reset (can not login

Hi - The permissions issue preventing the login should be fixed.  Can you please try again?

------------------------------
Joseph Gran

Original Message:
Sent: Wed August 21, 2024 03:35 PM
From: Oleksiy K.
Subject: Endless password reset (can not login

Hello. 

my NS1 username is kurkin, registered with the same email address as this IBMid.

Before this incident,  I accessed NS1 Portal a few months ago, with no login problems ever.

Thank you

Original Message:
Sent: Wed August 21, 2024 03:12 AM
From: Nga Trieu Thi
Subject: Endless password reset (can not login

Hi Oleksiy,

Can you let us know your NS1 Customer ID for further investigation? 

------------------------------
Nga Trieu Thi

Original Message:
Sent: Mon August 19, 2024 03:10 PM
From: Oleksiy Kurochkin
Subject: Endless password reset (can not login

Hello,

I've been experiencing an endless password reset / 2FA error lately, and can not login as a result.

The actual error given is this:

When I go throught the reset password routine and reach the prompt to enter my OTP code the same error appears. A few days ago a different error was shown (see attached), so I was hoping it was some kind of a transient error.

Please advise on how to proceed. Thank you.

#TechnicalAssistance(forthefreemiumusers)

------------------------------
Oleksiy Kurochkin
------------------------------