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  1. #1
    Join Date
    Dec 2013
    Posts
    8

    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 .

  2. #2
    Join Date
    Jun 2020
    Posts
    12
    Quote Originally Posted by therealygangsta View Post
    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 .
    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.

  3. #3
    Join Date
    Dec 2013
    Posts
    8
    Quote Originally Posted by AlienFromMiddleEarth View Post
    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.
    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...

  4. #4
    Join Date
    Jun 2020
    Posts
    12
    Quote Originally Posted by therealygangsta View Post
    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...
    yep no other way, or maybe we go to there office and submit a ticket on a paper and give it to them

  5. #5
    Join Date
    Dec 2013
    Posts
    8
    Quote Originally Posted by AlienFromMiddleEarth View Post
    yep no other way, or maybe we go to there office and submit a ticket on a paper and give it to them
    Haha I wish I could, do you know if there is a phone number to contact them by the way ?

  6. #6
    Join Date
    Oct 2010
    Posts
    49
    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.

  7. #7
    Join Date
    Dec 2013
    Posts
    8
    Quote Originally Posted by Fresh_Pie View Post
    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.
    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.

  8. #8
    Join Date
    Jun 2020
    Posts
    12
    Quote Originally Posted by therealygangsta View Post
    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.
    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.

  9. #9
    Join Date
    Dec 2013
    Posts
    8
    Quote Originally Posted by AlienFromMiddleEarth View Post
    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.
    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.

  10. #10
    Join Date
    Apr 2013
    Posts
    11
    Quote Originally Posted by therealygangsta View Post
    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.
    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!

  11. Oct 22 2021, 10:25 AM

  12. #11
    Join Date
    Jun 2020
    Posts
    12
    Quote Originally Posted by Yar789 View Post
    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!
    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?

  13. #12
    Join Date
    Apr 2013
    Posts
    11
    Quote Originally Posted by AlienFromMiddleEarth View Post
    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?
    It took seven days for the response.

  14. #13
    Join Date
    Jun 2020
    Posts
    12
    Quote Originally Posted by Yar789 View Post
    It took seven days for the response.
    nice alomost a month and no one even tried to give me an answer.

  15. #14
    Join Date
    Dec 2013
    Posts
    8
    If any of you guys get an answer from the support let us know

  16. #15
    Join Date
    Apr 2013
    Posts
    11
    Quote Originally Posted by AlienFromMiddleEarth View Post
    nice alomost a month and no one even tried to give me an answer.
    Have you checked that the ticket is still active?

  17. #16
    Join Date
    Jun 2020
    Posts
    12
    Quote Originally Posted by Yar789 View Post
    Have you checked that the ticket is still active?
    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

  18. #17
    Join Date
    Apr 2013
    Posts
    11
    Quote Originally Posted by AlienFromMiddleEarth View Post
    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
    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!

  19. #18
    Join Date
    Dec 2013
    Posts
    8
    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.

  20. #19
    Join Date
    Apr 2013
    Posts
    11
    Quote Originally Posted by therealygangsta View Post
    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.
    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!

  21. #20
    Join Date
    Dec 2013
    Posts
    8
    Quote Originally Posted by Yar789 View Post
    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!
    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 !

  22. #21
    Join Date
    Jun 2020
    Posts
    12
    Quote Originally Posted by therealygangsta View Post
    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 !
    Okay glad to hear that, guess there will answer me someday, 31 day of ticket opened and still no answer.

  23. #22
    Join Date
    Apr 2013
    Posts
    11
    Quote Originally Posted by therealygangsta View Post
    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 !

    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.

  24. #23
    Join Date
    Apr 2013
    Posts
    11
    I'm back up and running!

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

  25. #24
    Join Date
    Jun 2020
    Posts
    12
    Quote Originally Posted by Yar789 View Post
    I'm back up and running!

    therealygangsta, maybe you have a more involved issue that's taking longer? I'm sorry that it is.
    so they answered u and u got your account back?

  26. #25
    Join Date
    Apr 2013
    Posts
    11
    Quote Originally Posted by AlienFromMiddleEarth View Post
    so they answered u and u got your account back?


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

 

 
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