Macrium Support Forum

Macrium website login forgot who I am until I registered again

https://forum.macrium.com/Topic74948.aspx

By tim-rex - 15 November 2023 10:49 PM

I didn't know where to post this.. the off-topic forum has no category, and the issue isn't with Reflect itself.

There seems to be an issue with the Macrium website user login/auth, or perhaps a bunch of accounts were disabled in some way.
I found my login details no longer worked, and a password reset did nothing as if I no longer had an account - so I proceeded to register once again using the same email address.

What's interesting is that once registered, I could login and view my existing license keys..  so the system clearly knows who I am.

I no longer qualify for support, so I wasn't able to register a bug report via that mechanism.
By DanDanz - 16 November 2023 1:41 PM

tim-rex - 15 November 2023 10:49 PM
I didn't know where to post this.. the off-topic forum has no category, and the issue isn't with Reflect itself.

There seems to be an issue with the Macrium website user login/auth, or perhaps a bunch of accounts were disabled in some way.
I found my login details no longer worked, and a password reset did nothing as if I no longer had an account - so I proceeded to register once again using the same email address.

What's interesting is that once registered, I could login and view my existing license keys..  so the system clearly knows who I am.

I no longer qualify for support, so I wasn't able to register a bug report via that mechanism.
This user forum has it's own set of user logins that are not used outside of the forum.
The support.macrium.com site (aka helpme.macrium.com) has logins that are distinct from the forum.  
It sounds like you might think they use the same login database.  I can't be sure, though, because you don't specify which site you had the trouble with.
Does that explain your difficulties?
By tim-rex - 16 November 2023 9:34 PM

Thanks Dan.
I’m aware these are two different sites with different sets of auth.

The site I had issue with is the product website
https://manage.macrium.com/login


- password reset attempt did not generate a password reset email (as if I didn’t have an account)
- registering as if I was a new user succeeded
- I could then login, and view my product keys, so clearly not a new account.

Thanks,

Tim
By Lee - 17 November 2023 8:49 AM

Hi @tim-rex

Thank you for posting,

https://manage.macrium.com/login is a new area which we have created where a user can view their licenses and download the relevant products which they require. This is a separate area from the helpdesk and the forum and as this is a new website you will not have had an account on this unless you first register.

Once you register any licenses/downloads you purchased under the email address you choose to register with will be displayed to you for your convenience.

You only need to register once to create the account, after which you can log in as normal to your Macrium Account with the credentials you have set.
By Alan1250 - 17 November 2023 6:06 PM

I had this same issue today.  Once you have an email associated with valid license keys, you should NOT simply ignore requests to reset our passwords.  How are we suppose to know you have  new server software?  .. and that for some strange reason we need to register AGAIN!  It's all very confusing and not user-friendly.  We should at least get some sort of email response to requests to reset our passwords!  Without that we don't even know if your site is functioning as expected.