11-16-2020 02:22 PM
Hello Support team,
I have done a search, and like many others, I am forced to reset my password reset every time I log into my Best Buy account. I've only encountered this within the past week or two, but I hadn't logged into my account for a while prior to these recent attempts, so if my account was affected earlier, I wouldn't be able to pinpoint a time frame.
I pretty much exclusively use Chrome on a Windows computer. I do not have the app and generally never sign in on the website on my phone. I have tried clearing cookies (which is easily done as I always browse in private mode, so I just have to close my browser window and open a new one). I tried resetting my password back to what it was, but the next time I visited the site, I had to log in and that same password was not accepted. Thinking that perhaps the password entry in the database was corrupted or having an issue, I then tried to change it to something slightly different. Again, though, the next time I tried to log in, I received the message "Oops! The email or password did not match our records. Please try again."
I do NOT use any ad-blocking software at all, nor do I use a VPN. Though I use Chrome, I have no add-ons running. I've tried signing in on other browsers to confirm that Chrome isn't the issue, and the issue is replicable on the other browsers.
I will say, at some point in the past, I believe I technically had two separate rewards accounts, one of which had to be deleted or merged. That was years ago now, but I figure it's worth mentioning for the sake of thoroughness. I'm reasonably certain this is an account-level issue, rather than anything I'm doing.
Please let me know how this can be resolved, as it is a very poor experience to have to reset one's password just to get access to rewards program perks on the site.
11-17-2020 02:32 PM
Hi, User953151, and welcome to our online community!
Thanks for posting on our forum for support. I can imagine this issue with your account access to be frustrating, and I'd like the chance to help. I appreciate you sharing the steps you've already taken to resolve the issue. Here are a few additional things to try:
• If you’re using a saved password, try manually entering your password, instead.
• If you’re using a non-English browser, please switch over to an English-based browser.
• If you are using a hosting service, try logging in on an open network.
• If you’re working on a non-private Wi-Fi network such as a coffee shop, a restaurant, an airport, etc…, try using your mobile device’s data or using a private Wi-Fi network.
If you successfully log in after making any of the above changes, you may need to enter a verification code the first time you log in. If that happens, change your password after entering the verification code. Then, if you continue to log in as you did after the last successful log-in, you should not be prompted to reset your password or provide verification.
Please let me know how this goes!
All the best,
11-21-2020 12:55 AM
Thank you for replying! I'd have responded sooner, but all the emails from this site have been going to my Spam folder for some reason. I've marked them as not spam and added the email to my contacts list; hopefully that will eliminate that issue going forward.
I appreciate the attempt at further troubleshooting, but none of these apply to me. I don't use browsers to save passwords; I use an English browser; I don't use hosting services; and this is my private network, with a direct ethernet connection to my router and then modem.
Let me know if you have any ideas for fixing the account itself, as that appears to be the primary issue in this case.
11-21-2020 11:19 AM
Good morning, User953151,
Thank you for taking the time to follow up with us regarding your My Best Buy account. I appreciate you taking the time to go through these troubleshooting steps.
Since you are still running into this issue I would like to take a closer look at your account. I will be sending you a private message with some more details shortly.
You can check your inbox by clicking the orange envelope in the top right corner of your screen after logging into your forum account. I look forward to hearing back from you.