Password Reset Doesnt Work

Hi,
I've forgotten one of my account's password, I used the "password reset" option from the launcher, received the email and used it to change the password but after chosing a new password it does not work.
And I get the error message : "The username and password combination you have entered was not valid. Remember that password is case sensitive."
I have tried countless times with a large variety of password but still no success...
Of course I already opened up a ticket on the Standing Stone support, they asked for some infos which I gave them but its been 22 days and I still have no answer from them.
That's why I'm posting here, hopping someone would have a solution...
Thanks .

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Originally Posted by therealygangsta

Hi,
I've forgotten one of my account's password, I used the "password reset" option from the launcher, received the email and used it to change the password but after chosing a new password it does not work.
And I get the error message : "The username and password combination you have entered was not valid. Remember that password is case sensitive."
I have tried countless times with a large variety of password but still no success...
Of course I already opened up a ticket on the Standing Stone support, they asked for some infos which I gave them but its been 22 days and I still have no answer from them.
That's why I'm posting here, hopping someone would have a solution...
Thanks .

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No solution i have the same problem and at least they asked you some info to fix the problem, 25 days passed and they didnt even answered me, so welcome to no answer from support club, lets wait together.

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Originally Posted by AlienFromMiddleEarth

No solution i have the same problem and at least they asked you some info to fix the problem, 25 days passed and they didnt even answered me, so welcome to no answer from support club, lets wait together.

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I also saw other people on the forum having the same issues in 2020 and earlier, but they did not say if it was fixed since...
So there is a good chance that they just ignore us, even tho we put money on the game...
But yep I guess we have to wait...

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Originally Posted by therealygangsta

I also saw other people on the forum having the same issues in 2020 and earlier, but they did not say if it was fixed since...
So there is a good chance that they just ignore us, even tho we put money on the game...
But yep I guess we have to wait...

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yep no other way, or maybe we go to there office and submit a ticket on a paper and give it to them;)

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Originally Posted by AlienFromMiddleEarth

yep no other way, or maybe we go to there office and submit a ticket on a paper and give it to them;)

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Haha I wish I could, do you know if there is a phone number to contact them by the way ?

When trying to recover your account:

After you select "forgot password", you will get an email to reset the password.

When creating your password , pay particular attention to the special characters used.
" Non-alphanumeric characters limited to ()[]!$%&+;:-/"^#@ "

any other special characters other than these: ()[]!$%&+;:-/"^#@
will allow you to change the password but the password will be invalid for game log in.

For example, if an * was used... it will be invalid.
Only use those specific 17 characters when incuding special characters.

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Originally Posted by Fresh_Pie

When trying to recover your account:

After you select "forgot password", you will get an email to reset the password.

When creating your password , pay particular attention to the special characters used.
" Non-alphanumeric characters limited to ()[]!$%&+;:-/"^#@ "

any other special characters other than these: ()[]!$%&+;:-/"^#@
will allow you to change the password but the password will be invalid for game log in.

For example, if an * was used... it will be invalid.
Only use those specific 17 characters when incuding special characters.

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Thanks for the answer, I did this but it does not work, I even tried a password that I used on another account (So I was sure it wasnt a password choice issue) and still, it does not work.

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Originally Posted by therealygangsta

Thanks for the answer, I did this but it does not work, I even tried a password that I used on another account (So I was sure it wasnt a password choice issue) and still, it does not work.

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its not problem about your password , your account is just suspended for some reason that i dont know, and guess mine has the same problem.

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Originally Posted by AlienFromMiddleEarth

its not problem about your password , your account is just suspended for some reason that i dont know, and guess mine has the same problem.

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Yes I was thinkin the same, but that doesn't make much sense, I stopped playing in late february 2021 during my playing time I only did quests and leveling.
I dont see why I would get suspended after my break, plus, for no particular reasons.

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Originally Posted by therealygangsta

Yes I was thinkin the same, but that doesn't make much sense, I stopped playing in late february 2021 during my playing time I only did quests and leveling.
I dont see why I would get suspended after my break, plus, for no particular reasons.

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I have a similar issue. I last played around January 2014, and let my subscription lapse of my own accord. Another one of my accounts is useable, but my main one has the same "password invalid" issue that OP described. I've tried a bunch of variations of password combinations. Even the same password as the other account, which I know works.

Support has recently requested some information from me, presumably to verify that I am who I say I am. Hopefully it can be resolved quickly!

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Originally Posted by Yar789

I have a similar issue. I last played around January 2014, and let my subscription lapse of my own accord. Another one of my accounts is useable, but my main one has the same "password invalid" issue that OP described. I've tried a bunch of variations of password combinations. Even the same password as the other account, which I know works.

Support has recently requested some information from me, presumably to verify that I am who I say I am. Hopefully it can be resolved quickly!

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did it took a long time to get an answer for ticket? when did you created one and how much days took support to answer u?

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Originally Posted by AlienFromMiddleEarth

did it took a long time to get an answer for ticket? when did you created one and how much days took support to answer u?

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It took seven days for the response.

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Originally Posted by Yar789

It took seven days for the response.

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nice alomost a month and no one even tried to give me an answer.

If any of you guys get an answer from the support let us know

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Originally Posted by AlienFromMiddleEarth

nice alomost a month and no one even tried to give me an answer.

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Have you checked that the ticket is still active?

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Originally Posted by Yar789

Have you checked that the ticket is still active?

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yep status open , opened 1 month ago, im checking it almost everyday with hope that someone would answer it and the support will help me, but nothing new in there:(

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Originally Posted by AlienFromMiddleEarth

yep status open , opened 1 month ago, im checking it almost everyday with hope that someone would answer it and the support will help me, but nothing new in there:(

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I feel you man. I'm eager to dive back in, and waiting a week between updates is hard enough. A new customer service manager is supposed to be coming on board by the end of the month. Perhaps they'll be able to shed some light on what's going on for situations like ours-- or hopefully even speed things along!

Hi guys, they answered back to me and fix the issue which apparently was that my account had been suspended for security purposes, so I guess it's just a matter of time before you also get a response from them.

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Originally Posted by therealygangsta

Hi guys, they answered back to me and fix the issue which apparently was that my account had been suspended for security purposes, so I guess it's just a matter of time before you also get a response from them.

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Glad to hear it! Hopefully we all will be joining you before long.

In looking back through old lotro-related emails, I see that Turbine used to send out usernames and passwords in plain text right in emails! :eek:

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Originally Posted by Yar789

Glad to hear it! Hopefully we all will be joining you before long.

In looking back through old lotro-related emails, I see that Turbine used to send out usernames and passwords in plain text right in emails! :eek:

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Yes, by the way maybe it will help, if they did not asked u yet, which they will.

You should add to your tickets those infos : Username ; Mail ; birth date ; name and server of your characters.

I also send them a screenshot of a bill concerning my account subscrition to help prove I was the rightfull owner.

Hope to see you in game soon !

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Originally Posted by therealygangsta

Yes, by the way maybe it will help, if they did not asked u yet, which they will.

You should add to your tickets those infos : Username ; Mail ; birth date ; name and server of your characters.

I also send them a screenshot of a bill concerning my account subscrition to help prove I was the rightfull owner.

Hope to see you in game soon !

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Okay glad to hear that, guess there will answer me someday, 31 day of ticket opened and still no answer.

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Originally Posted by therealygangsta

Yes, by the way maybe it will help, if they did not asked u yet, which they will.

You should add to your tickets those infos : Username ; Mail ; birth date ; name and server of your characters.

I also send them a screenshot of a bill concerning my account subscrition to help prove I was the rightfull owner.

Hope to see you in game soon !

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Thanks for the info. I updated my ticket with some of that information that I hadn't already given. Hopefully that doesn't reset my position in the support queue....

I'm eager to get back in and enjoy some Shadows of Angmar action on Treebeard, before Moria opens up there.

I'm back up and running!

therealygangsta, maybe you have a more involved issue that's taking longer? I'm sorry that it is.

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Originally Posted by Yar789

I'm back up and running!

therealygangsta, maybe you have a more involved issue that's taking longer? I'm sorry that it is.

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so they answered u and u got your account back?

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Originally Posted by AlienFromMiddleEarth

so they answered u and u got your account back?

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Yes to both. How long are you going on waiting now?

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Originally Posted by Yar789

Yes to both. How long are you going on waiting now?

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im waiting for 40 days already

I'm having this issue as well. Keep trying the forgot password process by typing in your account name to send you the reset password email. I tried multiple times over multiple days and eventually got the reset password email. Keep trying, it'll work eventually.

However now I've reset my password but still get the incorrect login/password error. I've done this several times and still can't log in. I guess this means my account is suspended so I opened a ticket with customer service. I haven't played in a couple years so I'm guessing my account got hacked or something. Hopefully I can get a response from SSG soon as I'd really like to buy the xpacs on sale and play the new one coming out.

My ticket # is 188394 btw if anyone out there can help me please I'd appreciate it.

Good morning,

I'm unable to reset my password after trying the "forgot password" process several times. I receive a successful password change message, but then I'm unable to log into my account using the new password.

If anyone from customer server can please assist me, my ticket number is 188394.

Thanks!

Yesterday I logged in but today I can not log in...

I don't know what is the problem. First, "password incorrect" and then I changed my password. But still can not log in to the game or account...

I have never done anything wrong, so, they can't be suspicious of me about any illegal actions. I am so confused.

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Originally Posted by Mustilin

Yesterday I logged in but today I can not log in...

I don't know what is the problem. First, "password incorrect" and then I changed my password. But still can not log in to the game or account...

I have never done anything wrong, so, they can't be suspicious of me about any illegal actions. I am so confused.

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Hello, I have the same problem, I do not know what to do.

Same here.

Same for me. A global issue I mean ? I successfully connect to my account this morning.

Same here.
Yesterday all was fine and today, password incorrect !

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Originally Posted by Mustilin

Yesterday I logged in but today I can not log in...

I don't know what is the problem. First, "password incorrect" and then I changed my password. But still can not log in to the game or account...

I have never done anything wrong, so, they can't be suspicious of me about any illegal actions. I am so confused.

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I have the same problem .. i logouted about an hour and this happened .. what is this? Somehow this forum login works?

Hey folks, we're aware and investigating, we'll post further updates in the Announcements subforum as we have them: https://www.lotro.com/forums/showthr...-Server-Errors

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Originally Posted by Raninia

Hey folks, we're aware and investigating, we'll post further updates in the Announcements subforum as we have them: https://www.lotro.com/forums/showthr...-Server-Errors

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Any update on this? I'm having this issue and haven't heard back from anyone on a solution. Would just like to play on my account that I've spent money on.

You shouldn’t have sent a ticket, I made the same mistake a week ago and a person working at SSG (a person who claims to want to help you but doesn’t care about your case) asked me for personal account information that is more than 14 years old. I obviously gave the requested information apart from the activation key (because in 14 years I obviously changed my email address). She replied that she couldn’t help me and that since I could not transmit the activation key, the account is suspended forever because she claims that I bought/sold the account... Of course... I’ve been playing the game for over 13 years and I’ve spent hundreds of euros in it to ultimately have it wrongly confiscated by someone who doesn’t take two seconds to help you. The SSG support service is seriously ill and needs to be cured as soon as possible.

Here the link of a youtube video made by a person who points very well the biggest problems that LOTRO have (problems outside the game...) : https://www.youtube.com/watch?v=I0B0jmYy_Sw

Has there been any resolve to the password reset issue? I tried to reset my password through SSG account site and it never sends me a password reset email. My friend who hasn't played in years is trying to come back and play with me and forgot password to log in and can't get a password reset email either. My husband tried it to see if he could get a password reset email and he didn't get one either.

How are people supposed to reset passwords if this site does not send a password reset?

This is the site we are all trying and choosing "Forgotten your password?" link:

https://myaccount.standingstonegames.com/index.php

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Originally Posted by coffeecup223

Any update on this? I'm having this issue and haven't heard back from anyone on a solution. Would just like to play on my account that I've spent money on.

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my in-game name is Mrbornkiller I did not play for 14 years like you. I try 2 years ago to get my account back, I can't get it in my old email. was Hotmail and I forgot my password. I will try with my old steam account, hope the game is in. you don't have your old pc ? I will try that 2 lolll I wish you good luck

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Originally Posted by rayanlive

You shouldn’t have sent a ticket, I made the same mistake a week ago and a person working at SSG (a person who claims to want to help you but doesn’t care about your case) asked me for personal account information that is more than 14 years old. I obviously gave the requested information apart from the activation key (because in 14 years I obviously changed my email address). She replied that she couldn’t help me and that since I could not transmit the activation key, the account is suspended forever because she claims that I bought/sold the account... Of course... I’ve been playing the game for over 13 years and I’ve spent hundreds of euros in it to ultimately have it wrongly confiscated by someone who doesn’t take two seconds to help you. The SSG support service is seriously ill and needs to be cured as soon as possible.

Here is the link of a YouTube video made by a person who points very well the biggest problems that LOTRO have (problems outside the game...) : https://www.youtube.com/watch?v=I0B0jmYy_Sw

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Mon nom dans le jeu est Mrbornkiller, avec les monstres ses MrBorn. J'ai un warleader lol j'ai hate de rejouer. Je n’ai pas joué pendant 14 ans comme vous. J’essaie il y a 2 ans de récupérer mon compte, je ne peux pas l’obtenir dans mon ancien courriel. Était un Hotmail et j’ai oublié mon mot de passe. Je vais essayer avec mon ancien compte steam, j’espère que le jeu est dedans. Vous n’avez pas votre ancien pc ? Je vais essayer aussi mais je crois que jai toute effacer.
Je vous souhaite bonne chance.
jai répondu au mauvais message, lui ses le bon lolll

I have been waiting over a year for a password reset from my support ticket. I post a new ticket every month. And every month I am told to just wait. How long will I be waiting? Another year? I get a new support reply monthly saying, 'we have forwarded your issue, please wait.' I have been waiting...for over a year. I am posting here out of desperation... Standing Stone Games has the worst customer service I have ever seen.

Generally, it's not a good idea to constantly send new requests

Hi, I'm facing this issue myself. I was playing on my account up til Oct 2020 when my computer died. Thanks to covid related computer costs it took me a while to save up for a new laptop. I tried to get back into the game in August of 2021 and found that my password didn't work. I assumed I forgot it, so I did a password reset. The web interface said it worked, but I kept getting a wrong credential alert.

So I assumed I was somehow typing my name wrong. I did the "forgot my username" option and the username delivered to my inbox was what I was typing. Since that time I have reset my password SO MANY times but still can't get in.

I put in my first ticket back in August 2021. No reply other than it's been "forwarded to the appropriate support team". I have now put in 6 tickets total (because I heard there was a delay in tickets and they were being worked on backward from current). Still no reply.

What makes this more stupid is my login credentials do not work for the support.standingstonegames.com website. So I can't get into the support page. I can't get into my account page. I can't get into the game. Ironically I can't get into the forum, so I had to make another account.

Is there anything I can do that I've been missing doing to get some action on this?

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Originally Posted by Gingie1217

What makes this more stupid is my login credentials do not work for the support.standingstonegames.com website. So I can't get into the support page.

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As far as I know the support website doesn't use your game account credentials. You have to set up a separate username and password for it if you want to track your tickets/bug reports. This is because, as I understand it, the support website is run by a third party who obviously won't have access to your game account details.

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Originally Posted by Altair6

As far as I know the support website doesn't use your game account credentials. You have to set up a separate username and password for it if you want to track your tickets/bug reports. This is because, as I understand it, the support website is run by a third party who obviously won't have access to your game account details.

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Yeah, that's not the issue. there seems to be a block in the system on accounts.standingstonegames.co m and help.standingstonegames.com against my lifetime accounts email address. I don't know why but nothing works. I can't even log into the help account to update my tickets....Actually that's not true. I got in the first time but after that was locked out. So something is up and no one is being forthright.

I'm having this issue too. Support is refusing to help me. I sent them my DoB, product key, billing address, purchase receipts, etc. but they are claiming my name does not match the name they have on file for my account and they can't help me.

I made this account 15 years ago. I don't remember if I used my full name, my shortened name, or maybe my parents name since I made the account when I was 13. Am I supposed to keep sending in different tickets with different names until I guess the right one? This is ridiculous.

Their support system is non-existent, and they're afraid to admit it. I really don't think the password reset thing has worked, ever, or at least since the log-in problem back in what, February?

I had the same problem as you all, but I am now up and running. I hope you all can, too. I am one of the inactive players of many years that came back to the game, but forgot my password and went through hell. The Password Reset section caught my eye. Specifically, it is the part about special symbols like !, @, etc. I finally tried to just use the '!' as a part of my password instead of other symbols, and it worked. There are more reasons why I chose that symbol, but I don't want to share my Rabbit Hole experience because I'm sure you all went down it and even found Alice, I'd assume. I wish for this to work for you all. Good luck!

Hello. Please help! I had a tragedy on March 23 (two days ago) I left the game and could no longer voti again. when entering the login password in the launcher, it says that the name or password is incorrect and that it is case sensitive.
Registered on the site https://help.standingstonegames.com/ and created two requests 288667 and 288839 (no response yet). I tried to make a request on the site https://myaccount.standingstonegames.com/ but the letters do not come to the mail. (Sanatoliya@mail.ru) I have been playing for more than 10 years and I am very worried.
I suspect that this happened after I clicked on the link that was posted in the GM world chat about the 14th anniversary of the game. By clicking on it, the authorization fields were automatically filled in, but the page became erroneous. After that I couldn't log into the game anymore.

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Originally Posted by Povozochka

Hello. Please help! I had a tragedy on March 23 (two days ago) I left the game and could no longer voti again. when entering the login password in the launcher, it says that the name or password is incorrect and that it is case sensitive. Registered on the site https://help.standingstonegames.com/ and created two requests 288667 and 288839 (no response yet). I tried to make a request on the site https://myaccount.standingstonegames.com/ but the letters do not come to the mail. (Sanatoliya@mail.ru) I have been playing for more than 10 years and I am very worried. I suspect that this happened after I clicked on the link that was posted in the GM world chat about the 14th anniversary of the game. By clicking on it, the authorization fields were automatically filled in, but the page became erroneous. After that I couldn't log into the game anymore.

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https://forums.lotro.com/forums/show...63#post8181663