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New Member
Posts: 4
Registered: ‎03-04-2020

bestbuy.com passwords are broken - works one time after reset, then logs out soon after.

Every single time I go to the website, it says my password doesn't match your records.

 

It will let me reset it once, break a little while later, then if it sends a code after that, all attempts say the same thing, whether it be a passowrd, or a reset code.

 

"Oops! The email or password did not match our records. Please try again."

 

It let me stay logged in long enough to put 4 items in my cart, asked me to log in at checkout, then stopped working again.

 

Tried different browsers, different PCs (even a new one), same results... whatever my password was before, no longer works, and I can only reset it one time per day, then it's broken for the rest of the day - reset codes stop working after the first time too.

 

Micro Center isn't that much further away and has my items in stock...

Posts: 4,648
Topics: 50
Kudos: 499
Solutions: 280
Registered: ‎11-29-2016

Re: bestbuy.com passwords are broken - works one time after reset, then logs out soon after.

Welcome to our Support Forums, unhappy2020,

 

Password issues can be an understandably frustrating experience, and it’s one I regret to hear you’ve been experiencing as of late.  It sounds like you’ve taken a few troubleshooting steps to resolve the issue, but I’m hopeful we’ll be able to offer you a few more that might resolve the issue.

 

For starters, I recommend clearing your browser history/cache before attempting to reset your password again.  Additionally, if you’re accessing our site using a VPN or ad-blocker, I recommend disabling these before attempting to log in again.  If you’ve been accessing our site on a non-private Wi-Fi network (coffee shop, airport, etc.), you may need to try logging in with a private network.  Finally, if you have any previous passwords saved on your device, be sure to delete them before attempting to log in again.

 

If after following these steps you continue to have issues with your BestBuy.com password, feel free to send me a private message with your first and last name, your phone number, and your email address, and I’ll be happy to take a closer look.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎03-04-2020

Re: bestbuy.com passwords are broken - works one time after reset, then logs out soon after.

It's not my job to fix your broken site... this forum is full of poeple with the same issue, that are probably going to do the same as me - spend their money elswhere.

Posts: 4,648
Topics: 50
Kudos: 499
Solutions: 280
Registered: ‎11-29-2016

Re: bestbuy.com passwords are broken - works one time after reset, then logs out soon after.

Welcome back, unhappy2020,

 

As you’ve likely noticed from perusing our Support Forums, this is one of the many places our customers can come to us for assistance with a variety of issues, and we’re happy to help in any way we can.  As mentioned, if after you’ve followed the steps I’ve recommended, you’re still having issues with your passwords and would like to shop through BestBuy.com, feel free to send me the information requested via private message.

 

Have a great night,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎03-04-2020

Re: bestbuy.com passwords are broken - works one time after reset, then logs out soon after.

I'm gueessing you didn't read my original post completly... where I indicated extensive efforts to indentify that the issue wasn't on this end - like using a new PC, that's never been to bestbuy.com!?!?!

 

Not sending a private message; there's enough people having this issue, to call it a bestbuy problem, not a customer problem. Was able to get it to stay logged in a bit longer today though.

 

Deleted all bestbuy cookies (again), reset password, made it all the way to a completed checkout, went back to the home page, where my name was still displayed "Hi! MyName", tried to navigate back to my orders - boom - "your password doesn't match our records.", even though I was still logged in... none of the items on your script above apply to me.

Posts: 7,191
Topics: 116
Kudos: 343
Solutions: 394
Registered: ‎12-23-2016

Re: bestbuy.com passwords are broken - works one time after reset, then logs out soon after.

Hi again, unhappy2020,

 

The cause on things like this can vary, and that's why we would need to investigate your specific account. To do that, we'd need you to send in that private message requested above. If you can do that, we'll check this out and see what options we have to help.

 

I hope you'll change your mind and send that message in. If you still don't want to, and want to order from us, you can do so over the phone at (888) BESTBUY or (888) 237-8289 or visit one of our stores.

 

Sincerely, 

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎03-04-2020

Re: bestbuy.com passwords are broken - works one time after reset, then logs out soon after.

Almost a year to the day and this is still a problem... I have since moved and live much closer to a variety of other places in which to spend my money.

Can't post a picture... but thanks for nothing Best Buy.

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Best Buy Employee
Posts: 2,269
Registered: ‎01-09-2015

Re: bestbuy.com passwords are broken - works one time after reset, then logs out soon after.

The last thing posted was from the moderator KyleR-BBY where he stated that they needed you to send them a private message with the information necessary to look into your account.

Millions of orders have been placed in the past year, so it seems the website is working as intended. Like Kyle called out, your issue is account specific. Feel free to follow the next steps whenever you’d like them to look into it.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Posts: 619
Topics: 26
Kudos: 128
Solutions: 28
Registered: ‎02-08-2019

Re: bestbuy.com passwords are broken - works one time after reset, then logs out soon after.

Hi again, unhappy2020,

I'm sad to hear that these issues are still occurring with your account, as I can understand how this can be an inconvenience. Please know that we would be glad to assist, but we would need to collected additional details through private message to offer additional support.

When you get the chance, could you please send me a private message that includes your full name, phone number, and email address? You can send me a secure message by using the blue button below. I hope to hear from you soon!

Best Regards,

Alyssa|Social Media Specialist | Best Buy® Corporate
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