BestBuy.com

[Drakkon20xx]

I recently reset my password on my phone and now I am unable to log into any desktop browser (Chrome, Edge, or Firefox).  It's as if my account is out of sync somehow.

[ThomasR-BBY]

Hi, Drakkon20xx,

I would advise to update the information for the passwords on all of your accounts and if two factor authentication is enabled make sure to have access to the 2 factor device to avoid future problems. You may also try clearing your cookies and cache. Please advise if there are any other issues occuring.

Thanks,

[Drakkon20xx]

Hi Thomas,

I only have one account.  I cleared my cookies and cache on all of my browsers.  The issue still persists.

[ThomasR-BBY]

Have you attempt to reset your password on your Best Buy rewards?

[Drakkon20xx]

Yes.  If I reset my password on my desktop, then I can log in through the desktop, but not my phone.  If I reset my password on my phone, then I can log in through my phone, but not my desktop.

[ThomasR-BBY]

Hi, Drakkon20xx,

This must be frustrating, to not be able to log in to your account. Typically, this most often happens when you are signed in on multiple devices at the same time. If this is the case, be sure to log out of your account on all devices you are logged in on. Then clear your browser cache on all web browsers that you use. You can find instruction on how to do that here.

After that, if you have the Best Buy app, you will need to uninstall it from all of your smart devices and restart those devices by fully powering them off and back on. After that, you can reinstall the app, and try to log back in. This will usually resolve this issue.

If this does not address your issues, please let me know and we’ll see if there’s any additional troubleshooting we can do.

Thank you for posting!

[Drakkon20xx]

Still no luck.  Here's what I did:

- Cleared the browser cache on all three browsers on my computer

- Deleted the BB app from my phone

- Restarted my phone

- Resinstalled the BB app

- Used the recovery code to log in

- Created a new password

- Logged out of the app

- Attempted to log into four browsers across two different PCs, including one I have never logged into BB on before

As before, I can log into the app but cannot log into any other device.  No matter what, I am met with the "Oops!  The email or password did not match out records.  Please try again" error message.

[ThomasR-BBY]

I you would like to Private Message your name, email, and phone number we can attempt to have you create a new account and then transfer all the information from the old account to the new one if it isn't functioning properly.

Sincerely,