Solving Your Login Issues FAQ

[florincarlig_a]

For security reasons, Adobe is requiring passwords to be reset for a number of different Adobe ID accounts. For more information about this issue, see this tech note.

To reset your account password, or to find out if this issue affects any of the Adobe ID accounts you use on Business Catalyst, try to login to any of your sites.

If you sign in to the site successfully, you do not need to reset the password.

If you receive a "To protect the security of your account, you must reset your password" error message, an email message is sent to that account with instructions for resetting your password.

You'll receive a similar message if you try to login to the Business Catalyst panel in Dreamweaver or in Muse:

Open the email message, click the link, and follow the prompts to reset your password.

• If the email message does not appear in your inbox, check your junk folder or spam quarantine folder.
• Every time you try to sign in using an account with a disabled password, Adobe may send a reset password email message. You need to reset your password only one time.

Click on the link provided in the email and reset your password

After resetting the password, you'll receive a successful confirmation message, and another email confirming the change:

You should then be able to login to the site using the new password you've set up.

Important note: Make sure to also update your password in your FTP clients and API calls, if you use FTP or Dreamweaver to connect to the sites.

Frequently asked questions

I have received an email from Adobe informing me that my password has been reset. What do I need to do?

Try logging in to any of your site's AdminConsole. If you get the above message: "To protect the security of your account, you must reset your password", follow the steps above to reset your password using the link received over email.

I cannot connect to my sites over FTP, and when trying to login to the Admin of the site I get: "Your access has been temporarly restricted!"

If your FTP client is set up to re-connect automatically, your account will be restricted after a few failed logins. The account will be temporarly disabled for 30 minutes. Follow the above steps to reset your password and your account will unblock automatically after 30 minutes.

Make sure to update your password in your FTP clients or Dreamweaver sites setup with the new password you have set up.

[IAMTEEJAY]

It seems that the system is currently overloaded because I get this

There was an error with this action. Try again later.

[MagdaN]

Hi Joel,

We've had a brief login outage afecting the login system for the US datacenter sites, which has been already resolved by our engineering team, as listed on our status page: http://status.businesscatalyst.com/

Please accept our apologies for this inconvenience.

Magda

[IAMTEEJAY]

It is happening again. I can not access any of our sites that we manage as a partner, nor log into any of the admins to over 20 sites because someone outside of our office has requested a password reset. Now that we have reset it, we are blocked saying the the password poses a security risk and needs to be reset. Sending us into the loop again. Please assist.

[onlinebiizz]

Hi Magda / Business Catalyst Staff,

I have an immediate critical issue that I need your help with.   Due to the current issue regarding security and request to change your password I cannot login and manage any of my partner Paid sites.   I used to be with WSI as a consultant using a admin login email ID as btoscano@wsicreativemarketing.com,   this domain and email address is no longer valid which means I cannot reset my password.  There is no way to retrieve the password reset email.  I need your help to make sure for all my managed sites to set the following email address as the ADMIN user role with a new password .  I have included all my contact below.  Please contact me ASAP to assist me with accessing my partner portal and paid managed sites.

I appreciate your help with this.  I cannot locate a direct support number for Business Catalyst.  Please Help!!!

Bill Toscano

bill.toscano@gmail.com

631-312-2172

[florincarlig_a]

Hi Bill,

I've just replied to you directly on the case you've logged - 52773. Please review it and accept the invitation on bill.toscano@gmail.com, and then get back to me over the case.

Thanks and regards,
Florin

[onlinebiizz]

Hi FLorin,

I just wanted to send you an update to let you know that I went ahead and

validated the email address bill.toscano@gmail.com and created a

password. Please confirm once the new email address is added to the

portal and managed paid sites within the partner portal. You can go ahead

and delete the old one btoscano@wsicreativemarketing.com

Thank you again!

Bill

[florincarlig_a]

I've made these changes. Please confirm everything is good on case 52773.

Thanks,
Florin

[onlinebiizz]

Florin

Thanks. Can you confirm that the new email address is set to admin for managed sites for this partner portal? I am trying to access the admin section for GardensCosmeticCenter.com and walmachine.com?

Thanks

Bill

Sent from my iPhone

[florincarlig_a]

The new address is set as Partner Portal user. You need to login to the Partner Portal (http://businesscatalyst.com/partnerportal/index.aspx) and add yourself to each site you want to access.

Thanks,
Florin

[onlinebiizz]

Florin

Thanks again. I will do that this morning.

I really appreciate the help

Thanks

Bill

Sent from my iPhone

[cjclinger]

cathyclinger

Oct 09 20:56 (EEST)

Dear Business Catalyst,

Yesterday, I changed my email address/login for my Adobe Creative CloudID. I also changed my password. Everything works when logging into Creative Cloud. I've tested logging out and logging back in and it all works. But when I try to access my web files via my Business Catalyst ftp it doesn't work. I am locked out of my web files. I can't log into businesscatalyst.com either. I need access to my web files ASAP.

After speaking to someone at the Adobe Tech Support number (my Case Number is 184780937 and I spoke with someone named Harsh) he explained that sometimes it takes a while for the new account ID information to update through all your servers and to wait a few hours, try logging in again and I should have no problems). So I followed Harsh's instructions and went home for the day.

This morning I tried to log in to Business Catatlyst with my new Adobe ID email and password. It correctly detects my email ID but not my password. I am receiving error messages such as "ERROR: Either your username, password, or both are incorrect [ERROR 1]". I went throught the business catalyst interface and tried re-setting my password. I still can't log in.

Can someone PLEASE help me? You don't have a telephone number so I can't speak to a live person. I have called the Adobe Tech Support number to get that lame recording after you hit all the numbers per the recording's instruction, that says support for Business Catalyst is by web only. That is unacceptable. If someone could fix this right away to sync my Business Catalyst login with Adobe ID Login right away I would appreciate it. I also need an actual telephone number for Business Catalyst support and a person's name and email address.

Thank you.

Cathy

[MagdaN]

Hi Cathy,

At this point we don't provide phone support due to the nature of the service– for example, we cannot provide screenshots, links to articles and step-by-step instructions over the phone which is often required when assisting our customers with accounts.

In order to help with your login issue please submit a case through our contact page. You do not need to be logged in, and one of my colleagues will reply as soon as possible.

http://www.businesscatalyst.com/contact

Thank you.

Magda

[cjclinger]

Hi Magda,

Thanks for your reply. Rohit Chopra at support@bcsupport.zendesk.com<mailto:support@bcsupport.zendesk.com> is helping me now via emails. I am at his mercy as to when he replies, while I attempt all his instructions and they keep failing. But, he's helping me so that's good. It would be much QUICKER however if I could have directly called Adobe Business Catalyst yesterday, however.

I find your explanation that you're unable to provide telephone support as weak and inexcusable. What about using JOIN.ME to screen share  and directly assist Business Catalyst clients? You could assist by phone while using JOIN.ME and emailing any links or instructions while on the phone with the end user.

Shame on Adobe Business Catalyst for hiding behind EMAIL AND WEB SUPPORT only. This is inefficient and makes the client feel utterly helpless. I have been locked out of my web files for almost 24 hours now waiting for someone at Business Catalyst to reach me because I CANNOT CALL and speak directly to anyone at your operation. Do you get that? I am the web designer for my company and manage all of our web files and I am completely locked out of my ftp. I can't even access my web files to move them to another web host location at this point, or to redirect where I point my website host location…I can't do anything. Poorly done. All from me simply changing my Adobe ID email and password to my Creative Cloud membership PER YOU SECURITY BREACH INSTRUCTIONS FROM EARLIER THIS WEEK, I might add.

Not to mention being on the phone with Adobe Technical support for about 2 hours yesterday and 2 more hours today. Case #184780937 where they couldn't help me at all, I kept being put on hold and transferred to another Support person in India each time my call got escalated…to result in them telling me that all they could do was direct me to http://www.businesscatalyst.com/contact. I literally had nowhere to call or find assistance. I am at the mercy of Rohit responding to my emails. Yesterday during my first email to Business Catalyst (Case # 53110) I was given this boilerplate screen grab from your Help Section online instructing me as to how to Publish my website (see screen grab)….which had NOTHING to do with my issues of not being able to log in to my Business Catalyst account. That made me feel REAL CONFIDENT that your email support team CARED to help me and was going to assist me promptly and effectively. I was disregarded and blown off with some boilerplate template reply. I also tried Instant Messaging Adobe Support and they told me to call Technical Support who told me I had to email Business Catalyst. Do you see the circular no-end ineffective roller coaster I was on to no avail? Wasting 24 hours of my time?

Poorly poorly done Adobe. I am copying every email address I have received or have access to with Adobe

Cathy

http://forums.adobe.com/docs/DOC-3932/cid:5B7A581D-5429-488E-BCEF-98C74B79FEA8

[agreatalias]

I tried to upgrade my partner portal status but I was getting an error :::::  ERROR: Your credit card payment failed [This transaction has been declined. 2].

I assumed it was a server error or something and  when I checked my credit card there were several test transactions done for $.01. What does this mean?   I checked the business catalyst status page and it says everything is running fine.  How can I upgrade my partner portal? Is this action even possible right now?

[MagdaN]

Hi,

Can you please submit a case through our system with your details so that we can check this?

We will need your partner ID in order to make this verification.

Thank you.
Magda

[cjclinger]

Hi Magda,

This issue has been resolved by the Business Catalyst support team. Request ticket # 53110. Thank you for following up.

Best,

Cathy

Cathy Clinger

Graphic Designer

Navitas Lease Corp.

814 Highway A1A North, Suite 205

Ponte Vedra Beach, FL 32082

Office: 904.543.2575, ext. 231

Visit us at http://navitaslease.com

Connect with us at LinkedIn

On Oct 14, 2013, at 5:05 AM, Magda Neagu <forums_noreply@adobe.com

[agreatalias]

I just submitted my partner ID on my open ticket

[brad793]

Can someone please help, I am getting this message when I try to log into any of my client sites or my BC portal, however due to being overseas I have an outstanding balance on my account, which means that my email has be temporarily deactivated and as such I cannot receive the registration email to change my password, This is a temporary adobe ID , the actual paid id is brad@whiterabbitcreative.com.au. Please contact me via brad793@gmail.com.

Thank you, I really need to gain access ASAP.

[abc1]

I can not log in to BC.  I was told by Adobe customer support manager that it is an ID sync issue between my Adobe CC account and Adobe BC account.  Please help.

[adobebc1]

Forum screen names adobebc1, ABC and abc1 is all same person, me.  Adobe obviously has Account sync issues.    I talked to Adobe customer service yesterday and requested the country code on my account be changed from Canada to United States so I can sign up for the Creative Cloud service (I did not enter this information and for some reason Adobe won't let end users enter/edit this information)  This simple change created all kinds of problems.  First, I could not (still can't!) log into my Business Catalyst account which shares same user/email address.  I was told it will work, give it 24 hours Adobe customer service said.  I was still able to log in to my email account to communicate at least.  Today, it got worse.  I returned from a trade show only to find out that I was not receiving any emails and can't log into my email account.  After spending some time I realized that my Adobe account that was changed to US from Canada (which reset my account ID, causing BC log in issues) is now changed BACK TO CANADA!!!  What the?!?  Adobe, please fix my account ID issues!  I CAN NOT LOG IN TO ANY OF MY ACCOUNTS!!!

[adobebc1]

Adobe, Please Help!  This forum is the only communication channel I have with no phone support.  If you send me reply through my email, I won't be able to reply since I am not receiving/albe to log in to my email account.  This has happened before because there is some sort of system issue between BC and CC.  Last time it took several days of emails back and forth.  It was only solved when Matt from BC worked on it personally from your end.  Please Help.

[mario_gudelj]

Try https://secure.livechatinc.com/licence/1031448/open_chat.cgi?groups=8

[adobebc1]

Livechat session just ends after having me fill out url and email address...?  Please look into my account and fix it please...

[adobebc1]

I tried Livechat again and this time it worked.  BC support just deleted my email account (lost email data for 2 days only) and had me reset up a new email and password.  Thanks for the link Mario!