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Jess M.
Jess M., Computer Support Specialist
Category: Software
Satisfied Customers: 6133
Experience:  Computer Software Support specialist for more that 10 years
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Hi, I am having problems logging on to one particular website

Customer Question

Hi, I am having problems logging on to one particular website from my laptop. It requires a username and password, which are correct because I can log in on my phone and work computer. When I enter my details and press login it just returns me to the login page.
I am not at all computer literate and am getting very frustrated.
Thank you.
Submitted: 3 years ago.
Category: Software
Expert:  Jess M. replied 3 years ago.
Hi, welcome and thank you for your question. My name is Jess and I am glad to assist you today.

  1. Can you please tell me which website are you trying to login?
  2. Is this a home computer that you are having toruble signing in to this site?
  3. If this is a home computer, are you the only owner or user of the computer?
  4. Lastly, is this login problem happening in this particular site only? What about the other sites like emails, are you able to access them without issues? (Yahoo, Hotmail, Gmail)


Please let me know so that I can help you further.

Best regards,
Jess
Customer: replied 3 years ago.

Hi,


 


The website is www.resultswithlucy.com. Yes, it is a home computer and I am the only user. This is the only site it happens on. I can access emails, Facebook etc with no problems.


 


Thank you.

Expert:  Jess M. replied 3 years ago.
Sarah,

Thank you for writing back with that information. Please click on this login link:
http://www.resultswithlucy.com/login/

Is your password still rejected? Did you get an error message about wrong password or username? Also, please try to enter a wrong username, did you get an error message?

Also, have you tried using another web browser like Chrome to access the site?

Keep me posted.
Jess
Customer: replied 3 years ago.

Hi,


 


If I put in an incorrect password it gives me the error message. If I enter the correct details it doesn't give me the message but takes me back to the login page as if I have never entered anything.


 


I haven't tried another browser yet.

Expert:  Jess M. replied 3 years ago.
Sarah,

With this kind of scenario, there are two (2) possible causes.

First, it can your web browser. But in your case, since you are using Firefox and Firefox is working just fine when you browser other websites like emails, then that tells us another thing. So I suggest that you try to install and use another browser to see if you can login using another browser. I suggets you use Chrome. You can download it from this link:

https://www.google.com/intl/en/chrome/browser/

Using Chrome, try accessing the site if it works just fine.

The second possible cause of the problem is the website itself. The website can be having some technical backend issue causing logins to be rejected without any error message. Possible causes for this depends on how this site was programmed. It can be an overload of registered or signed in users, or some web server issues.

In this case, I suggest that you contact the webmaster using this link:
http://www.resultswithlucy.com/get-in-touch/

Or you can use their online form to report this issue:
https://resultswithlucy.zendesk.com/anonymous_requests/new

Please remember to rate my service positively (3-5 stars/faces) once you have all the information you need. Tips are always highly appreciated!

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If you have any other questions, please do not rate my answer negatively. Instead, please ask me or reply to me – I’ll be happy to respond.

Thank you!

Best regards,
Jess

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