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Secondary Password Issues!

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Bloodhound645

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Friday, April 19th 2013, 8:29pm

Secondary Password Issues!

Hi, I'm coming back to RoM after a few years of absence and am trying to log in to my account. I know my username/pass but cannot get onto my server because of a secondary password. I already have submitted a support ticket and it told me to reset my secondary password but this DOES NOT WORK. I have reset it multiple times and each time it either locks me out of my account for another hour [Not even hitting 5 attempts] or it just asks for my secondary password again. There is no option to change it and the previous one has still not been removed. I am lost as to what I should do at this point. Support did not help my problem- And for reference I am trying to continue up on the ticket but I figured I might as well come here and see if there is any help I can receive.

Kalvan

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Friday, April 19th 2013, 8:39pm

Go to the website's main page (http://us.runesofmagic.com/us/home.html), then mouse over the Account tab. Select Account Management.

Log in to your account--it's a bit faster to use your account name, but you will need to remember the email address, and have access to it, which is linked to your game account.

Once you've logged in, scroll down a bit and find the button marked "Secondary Password" Use that to reset your secondary password.

I haven't done this myself, so be aware that you may need to monitor the email address linked to your forum/game account. But it's possible that the secondary will be reset, and the next time you log into your game account you will be asked to provide a new secondary password. Just remember that you will need to include at least one capital letter and one number in the new password.
[ New Sig Coming. Watch This Space! ]

Bloodhound645

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Friday, April 19th 2013, 9:09pm

Yes thats what the guy told me and thats why I'm posting here- It doesn't work. I went through all the steps and it told me it was reset for all servers. So I log in and as soon as I get to the server I want the secondary password from before is still in effect, it was not reset in anyway. This has been going on for 2 days now.

There is no option to put in a new password or anything. It looks exactly the same as when I logged in before and still cannot access my account.

Bloodhound645

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Friday, April 19th 2013, 10:43pm

Locked out again....ugh this is so stupid.

Edit: Is any forum/moderator patrolling forums atm? I need help.

Bloodhound645

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Saturday, April 20th 2013, 2:49am

Apparently I'm supposed to be able to change it when I log in. But all that happens when I log in is being brought to the "enter your secondary password" box. Sometimes after resetting my password [I've tried multiple times] it just says you have been locked out try again in 60 minutes. I've googled but apparently I'm the only unlucky soul to have this problem [Just my luck]...still no response on the support ticket even though i Replied 2 minutes after they "solved" it. This is very frustrating.

Southern

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Saturday, April 20th 2013, 3:05am

Bloodhound,

One thing I can suggest is to make absolutely sure you're on the *US* website when you reset your Secondary Password using the Account Management feature.

If you just go to http://www.runesofmagic.com/, many times you'll wind up on the *EU* website. If you reset the secondary password there, you'll wind up resetting it for the EU servers, not the US ones.

So go straight to http://us.runesofmagic.com/ instead, log in with your Username/Password, THEN try resetting your secondary password.

Good luck.

Bloodhound645

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Saturday, April 20th 2013, 3:26am

Quoted from "Southern;598638"

Bloodhound,

One thing I can suggest is to make absolutely sure you're on the *US* website when you reset your Secondary Password using the Account Management feature.

If you just go to http://www.runesofmagic.com/, many times you'll wind up on the *EU* website. If you reset the secondary password there, you'll wind up resetting it for the EU servers, not the US ones.

So go straight to http://us.runesofmagic.com/ instead, log in with your Username/Password, THEN try resetting your secondary password.

Good luck.


Did it one more time to make sure. Problem still unsolved. It's US for sure, I enter password on main screen and get to character selection in my server and can see my characters but its grayed out with the "Enter secondary password" still in the way.

Kroagnon

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Saturday, April 20th 2013, 11:08am

If the Account Management feature to reset your Secondary Password doesn't work, then I'm afraid you're stuck with waiting for a response from Customer Support. Be sure to tell them which server you play on and that the Account Management link to reset the secondary password doesn't work for you.

Another thought that springs to mind is if you have multiple accounts tied to the same email (back when this was possible). You will need to separate the accounts and assign a new email address to one of them to get the Secondary Reset functioning correctly.

Are you trying to connect to the US servers or the AU server?

Bloodhound645

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Saturday, April 20th 2013, 5:24pm

I do not have multiple accounts, only one. And I'm trying to connect to the US servers.
However, that new email assigning thing might do something. I'll just change my email I have currently and try it again and see if that works.

Bloodhound645

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Saturday, April 20th 2013, 5:32pm

Nope, no dice. It seems the reset secondary password in account management option is bugged or broken. No change. Guess I'll just have to wait 2 more days to even talk to someone in support since apparently including the additional info that the account management link is broken resets my place in the queue :(

Kristinay

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Thursday, April 25th 2013, 1:30am

I am having exactly the same issue. I haven't played in a long time, over a year or more. Trying to login and the secondary password is not working. I have reset it via the website 2 times, went to my email, then clicked the link. When I log in its prompting me for a secondary password again but will not accept anything I put in. There is no option to change or reset password from the character select screen, the patcher screen or the server select screen. I get locked out over and over again.

Did you solve the issue?

timthum

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Thursday, April 25th 2013, 1:45am

When you get back in Kris look me up
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timthum

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Thursday, April 25th 2013, 1:52am

I reset my pw in january and nothing happenedfor almost 2 months then all of a sudden it happened.
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Hyperventilate

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Sunday, May 5th 2013, 2:43am

I am having this same issue. Returning player and I cannot remember my secondary password. My husband is a new player and I want to play with him. Secondary reset password under my account management does nothing. I have reset my password a number of times and clicked the activation link they sent to my e-mail.

Upon logging into the game, I am prompted for a secondary password. Entering anything results in a wrong secondary password notification and it dings against my login attempts.

No offer to reset password and passwords do not seem to be reset.

Shame, I really enjoyed this game. Hopefully customer support doesn't take 25 years to respond.

timthum

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Sunday, May 5th 2013, 4:13am

Quoted from "Hyperventilate;600016"

I am having this same issue. Returning player and I cannot remember my secondary password. My husband is a new player and I want to play with him. Secondary reset password under my account management does nothing. I have reset my password a number of times and clicked the activation link they sent to my e-mail.

Upon logging into the game, I am prompted for a secondary password. Entering anything results in a wrong secondary password notification and it dings against my login attempts.

No offer to reset password and passwords do not seem to be reset.

Shame, I really enjoyed this game. Hopefully customer support doesn't take 25 years to respond.



My experience with support is 5 days to recieve word from them, i hope yours is much faster
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DormantSouL

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Wednesday, June 26th 2013, 10:02pm

Secondary Password Reset

.....I'm having the same problem a lot of people are. The secondary password reset function seems to be useless. Right server, account, etc, etc. The system still requires either the password that existed previously, or, one that does not exist yet.

.....On an even better note, while trying to submit a ticket to rectify things, I realize I don't know my support system password (which is different).
When attempting to resend my password, via email, or account name, there is absolutely NO reply, email, or conformation for this option either.
It simply states that for security reasons, it can't confirm weather or not it was successful. No email or reply from the security system what-so-ever.

.....*sigh* :missilelauncher: