Free Support Forum - groupdocs.com

Problems when logging in / accessing the dashboard


#1

Hello!



Yesterday a new account has been set up (successfully … the purchase has been billed). At first the login worked fine, but after some time it failed permanently in new bowsers.



In a browser, which has already saved the existing login, acccessing the dashboard or using the ‘log out’ link fails, too.



What happened?


#2
Hello ,

Thank you for your inquiry.

Could you please specify which email you use for login . Is it urban@kunststoff-institut.de ? Did you try to reset your password with this link ?

We will check your GroupDocs account logs when you confirm your account user name.


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Best regards,
Evgen Efimov

http://groupdocs.com
Your Document Collaboration APIs
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#3

Thank you for your quick response.



Yes, the address urban@kunststoff-institut.de is used for the login.



Using the link in your last post leads me to an error-document saying “Sorry, an error occured while processing the request.”, so resetting the login is not an option.


#4
Hello ,

From our server logs we can assume that the subscription is closed, please create a new one.

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Best regards,
Evgen Efimov

http://groupdocs.com
Your Document Collaboration APIs
Follow us on LinkedIn, Twitter, Facebook and Google+


#5

?!



I´m sure nobody on our side closed the brand-new subscription - i assume an mistake in your system.



As far as i am informed a payment was made already, so it would probably be a better (and less confusing) solution to re-open the subscription?




#6

Could you please try to recheck our service again. Our product team has reopened your subscription.


We apologize for the inconvenience.

-----------

Best regards,

Evgen Efimov


http://groupdocs.com
Your Document Collaboration APIs
Follow us on LinkedIn, Twitter, Facebook and Google+


#7

Access to the dashboard works as expected again, problem seems to be solved.



Thank you


#8

I´m sorry but we are still facing massive problems with this account.



There is a (new) warning, that the email-address is not verified (see attachment 1), and we tried to fix this by resending the verification. The expected mail arrived, but when clicking the link inside the verification-mail we just get an error displayed (see attachment 2).



Furthermore we are not allowed to generate users within our account. We tried this via API and within the ‘My account’, but have no permission (see attachment 3).



Please be so kind to check what is going wrong near-term.


#9
urban:

Furthermore we are not allowed to generate users within our account. We tried this via API and within the 'My account', but have no permission.


This issue is still open - we can't create additional Users. We urgently need a solution in this case!!

#10
Hello Urban,

We have raised the limit of users for your account. Could you please recheck this.

We will wait for your response.

----------

Best regards,
Evgen Efimov

http://groupdocs.com
Your Document Collaboration APIs
Follow us on LinkedIn, Twitter, Facebook and Google+


#11

I can confirm that now a limit of 49 additional users is displayed in the account and creating a new user just for testing purposes was successful.



Two more Questions:



1. when deleting the newly created user, a mail with subject ‘Reset your GroupDocs password’ has been sent. This is a bit annoying… if a mail is sent at all, it should be a ‘Your account has been deleted’ notification, right?



2. why is there a limit of 50 set for the number of users? i can’t find any information about such a limit in the pricing list.


#12
Hello ,

Thank you for your details.

We notified our Product team, about your questions. We will come back to you , when we will have any responses from the team.
---------

Best regards,
Evgen Efimov

http://groupdocs.com
Your Document Collaboration APIs
Follow us on LinkedIn, Twitter, Facebook and Google+


#13
Hello,

We have managed to reproduce the issue with wrong mail subject, our product team will fix it ASAP .
Regarding your question about the limit of users: yes, you are right, in our pricing list is described, that for our paid customers, the limit of users is unlimited, so we will update this parameter for your account.

If you will have more questions please feel free to contact us.

--------

Best regards,
Evgen Efimov

http://groupdocs.com
Your Document Collaboration APIs
Follow us on LinkedIn, Twitter, Facebook and Google+


#14

Hey,



thank you for clarification!