I just got a new user on my studio but she’s unable to see her unlimited generations and access her account details.
Everything related to her verification email and our paid program is literally blank for her on the website and in her account details page. It’s odd.
I recorded a zoom call with her to briefly troubleshoot and show you an example of what was happening.
I had her clear her cache, turn off her extensions, and we deleted and signed up again to the Pickaxe studio but she was not able to get her account to work.
I’m wondering if you have any ideas what could be causing this issue for her? Currently it’s not likely my client will continue to use Pickaxe studio I sold her if it’s so difficult to get access to her account.
I’m open for suggestions.
I uploaded the 13m video recording to Loom so you could skip around and see what some of the problems were looking like that we were facing. They say a picture is worth a thousand words right?
What would you suggest that I do to help her and prevent this in the future?
Hi @enochleffingwell,
Based on the video provided, it appears that the system couldn’t retrieve the user data from the current session.
This could be due to either:
- Disabled cookies in the Chrome browser
- Some internal issues, which we may have already fixed. We just need confirmation from the end user about whether the issue has been resolved.
- some other unknown case…
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@stephenasuncion hello, thank you for taking a look at this.
I see you created an account on my studio to check it out.
I am having another problem with a second user right now I’m trying to troubleshoot. It’s acting in a similar way.
But I’m wondering if this one has to do with Tina signing up via google account.
How could my user accept the cookies or turn on cookies for the website so I could double check that for them on a video call? I’m available for the next hour and ten minutes if you’d like to get on a zoom call to troubleshoot.
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We turned on third party cookies in Tina’s chrome browser and it still didn’t fix the problem.
Then I had her go to Microsoft Edge browser just now and she received an “Access denied” error message at the login.
Afterwards we reset her password again but this time she was able to at least reset the password. As in she got her email reset instructions. But when she went to log on Microsoft edge, she still got a access denied message.
I’m open to any suggestions you have. But this has been a recurring issue with my new users. Not all of them are going through this but enough for it to be a serious concern.
Thank you for taking a look at this.
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Pushed a potential fix, please try again. I was able to login with her account on my end.
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It was fixed thank you! It works at least for Tina, I hope it works also for Mellini now. I’d like to delete this thread once you see it.
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@stephenasuncion, any new thoughts on this?
