Login Issues
Always start out by asking what error message they are getting, if any.
Users from Egypt are banned from registration
Your IP is banned indefinitely
Solution
- Ask for their site username first, so a
Mod+can check up on them.- (You don't need to wait for that.)
- They are accessing the site through a VPN or a shared seedbox. Have them turn it off.
- This includes VPN-like browser extensions designed to bypass geolocation restrictions.
- If it is a VPN with an IP address only used by them, they may send a Staff PM asking for approval.
- More information: forums.php?action=viewthread&threadid=16972
- Using data compression on Chrome on your smartphone acts like a proxy and will show the same error. Have them turn it off.
- If they are in
#BTN-disabled, kick them from#BTN-support.
- If they are in
Your account is disabled
Solution
- Have them type
!disabled
User uses password recovery but is returned to login form
Solution
- Ask for their site name, do
!u sitenamein#BTN-LowerStaff - Check if they are disabled, if they are, have them type
!disabled
Sorry, login is not possible while connecting from this IP, for security reasons.
Solution
- IP is likely blacklisted. If on a home connection, have them restart their router to get a new IP and try again.
User has entered the wrong password too often (0 attempts remaining).
Solution
- Attempts are reset after 6 hours,
Mod+have the ability to reset login failures if needed.
User doesn't receive signup confirmation or password recovery email.
Solution
- Tell them to wait at least 15 minutes and check their spam. If they still haven't received it contact
Mod+.
User can't complete registration because of constant captchas.
Solution
- Completing CloudFlare captchas requires cookies. Make sure the user's browser actually allows saving cookies.
This is a living document and is considered a perpetual work in progress, please reach out to a Mod+ if you notice any errors or would like to make any additions