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I have the same problem with 2 of my members. ?Neither are internet savvy so I am not sure exactly what happened, but I think they are both the same scenario. ?I read a whole bunch of other email change questions but none yet that match my problem.

They changed their emails and passwords under Account.
I see the correct emails in the directory.
Now neither can login at all. ?
One has already posted and uploaded a file. ?The other had not yet even posted. ?

What is the best way to handle this?
Can I find out if they have duplicate groups.io accounts?

Thanks, Laurie

Hello Lori, it looks like what needs to happen here, is that they somehow got locked out. This happens with the 30 day policy of being logged in. And not actually accessing your groups View the login website every day. I had this happen to me yesterday and I want to sign up for a new group, and it asked me to confirm my email address and I was like I'm in the wrong screen. So I had to change my email address and then change it back it was really weird. It was like I almost made a new hole account. So in their case, I would go ahead and have them click the email me and login link. Matter of fact, you can do this for them if they're not so Internet savvy. But if you want them to learn how to do it themselves, and if you don't have the time to teach her show. I don't mind assisting in that department. I normally provide free one-on-one support for the blind using different pieces of technology working with either websites, or devices themselves. And figuring out how things work. Getting people down right path so that way that they can better understand how to work their devices. I would not mind assisting your two members if you would like. Now but going back to the email me a login link. You will simply insert their email address, and then click the submit button. Then, when they get the email, they will click the login link that groups I/O has sent to them. Then once I click that link. They can go to the profile, which should be there name. Then once they click on there name and go to their profile, they can go to the account section, and specify a password for that account. I hope this helps. And that they need any assistance, feel free to send me a good way to contact them. As I can assist them via phone if necessary. If they wouldn't wish to call me, I would not mind taking their calls either. My business phone number can be found below for you. If I don't have an answer in my secretary Answers, to specify that this is working with groups I/O. And you need to speak with Joseph Hudson.

2543007667

On Mon, May 28, 2018 at 02:08 pm, Laurie Anne Sims wrote:

Neither are internet savvy so I am not sure exactly what happened, but I think they are both the same scenario.??

Yep...it can be difficult to help someone who is unable to adequately explain their problem.

They changed their emails and passwords under Account.
I see the correct emails in the directory.
Now neither can login at all. ?
One has already posted and uploaded a file. ?The other had not yet even posted. ?

Well, that means at least someone was able to log in at least once. You can't upload a file without being logged in.

What is the best way to handle this?
Can I find out if they have duplicate groups.io accounts?

The first thing to remember is that in groups.io, your email address IS the user ID. There is no separate identifier. If these users have more than one account, it will be under different email addresses.

Also, logins expire after 30 days, or whenever browser cookies are deleted.

There has recently been a watermark notice added to some groups.io pages notifying everybody that the site uses cookies and confirming that they accept this. This is a requirement of GDPR (see? ). Logins to this site are STORED as a cookie, so if you don't accept, you won't be able to log in. Perhaps these two users are suspicious of cookies and refused to accept?

Finally, two days ago there was an undisclosed login problem associated with the new cookie policy and they may have gotten caught in this. See?

So that's a lot of possibilities.

At this point I suggest you check the email addresses associated with their membership. Have them each log in using the "email me a link to log in" function found at?/static/help#password?, using those addresses. At that point they should be able to change/update their password and hopefully everything will be okay. Also be sure to tell them to accept cookies when asked.
?
Hope this helps,
Bruce
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On Mon, May 28, 2018 at 02:08 pm, Laurie Anne Sims wrote:

They changed their emails and passwords under Account.

I should also mention that just entering a new email address and clicking on the "Change Email" button does NOT automatically update it. They also must respond to the confirmation email that is sent when the button is pressed.

See?/static/help#changeemail

Hope this helps,
Bruce?
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Laurie,

They changed their emails and passwords under Account.
I see the correct emails in the directory.

By "correct" you mean the new addresses?

Also a note on terminology: you would only see their email addresses in the group's Members list; the Directory is different and only has profile info.

Now neither can login at all.
One has already posted and uploaded a file. The other had not yet
even posted.

You mean that the one posted and uploaded before changing his/her email address? Otherwise what Bruce said applies: if it were after then that would be evidence that he/she did in fact log in after the change.

What is the best way to handle this?

There's not much you can do to help them, other than feed them information such as that Bruce has provided.

One thing to look for is the "NC" badge on their email address in your group's Members list. If that is present then the member hasn't confirmed their new email address, which will prevent the member from receiving messages. They'll have to confirm the address, which they can do as a step in logging in to the site.

Can I find out if they have duplicate groups.io accounts?

Not directly, but you can infer it.

For each one, look in your group's Activity log. Put the member's full email address (the new one) into the search box and click Search. That should tell you whether the member actually changed their address, or whether they simply joined your group under the new address.

In the latter case that member likely has two accounts, search also for his/her old address to verify whether it is still a member or whether they left the group under the old address.

If a member's new and old address are both present in the group's Members list at the same time then you know they have duplicate accounts; one under each address.

Shal


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