Points, Policies & Certificates

[wander_freund]

Nothing I do works. I have rest my password in the app, chrome, safari and firefox, in standard windows and incognito, with a password manager and without, copied and pasted and typed, over twenty characters and under 15, with characters certain systems don't like such as ^ and ' and without them--nothing. All I get is a bad password.

Please help me.

Thank you,

Sean

[wander_freund]

PS - I also added 2FA, if that changes anything...

[AndrewB-BBY Social Media Specialist]

Good afternoon, Sean,

Thank you for taking the time to stop by our community forums and writing to us about your My Best Buy account. As someone who does almost all of my shopping online, I can imagine how frustrating it would be to need to reset your password every time you log in. I appreciate you letting us know what steps you've taken to troubleshoot this and would be glad to help you look into further steps to help you out with this.

I do have a few questions about how you visit our website. Do you use a VPN or ad-blocker? If so, I would recommend disabling these as they can cause problems when trying to log in. Is your browsers default language set to English? Are you using a wired or wireless internet connection? Can you please provide some more details on what error you are receiving when trying to log in?

I look forward to hearing back from you so I can continue to look into what options I have to help.

[wander_freund]

Hi Andrewm

Thank you for the reply. My responses will be a bit varied, and may not fit the standard answers, but I answer them.

1. Both VPN and non-VPN. The attempts on my laptop were VPN-protected, and the VPN is a corporate one, Global Protect. I do not have any types of ad blockers installed unless there is something done by my company since I am unable to manage some of those things. I also rest my password on the app, which was on my iPhone which did not have a VPN running at the time. I typically only use those on my phone when out of the country.

2. Yes, English. Browser, OS, everything is in English

3. Wireless. I have an ethernet cable here connected back to my switch which I can use if you feel that will make any difference

4. The error I receive is simply that my password is incorrect. Perhaps the directory servers are not in-sync and my password is inconsistent across servers. I change it on server A and attempt to authenticate against server B, which has an old version of my password. I can create a password in Notepad++, set it on bestbuy.com, paste it into bestbuy.com to log in and it tells me my password is incorrect.

Does the directory behind bestbuy.com enforce a limit on password length which I am unaware of? I have had that problem with another website which was truncating my password. 

Thank you again,

Sean

[AndrewB-BBY Social Media Specialist]

Hello, Sean,

Thank you for following up with me and providing these details. This helps me quite a bit in understanding how we may be able to help moving forward.

Oftentimes, a VPN will cause issues when trying to shop with us or access your account. I would recommend not using a VPN when visiting our website in the future. It's also possible that the computer you are using has additional security restrictions which may be causing this error to occur.

When using a wireless network, are you logged into a private or public internet connection? Can you try to log in using a wired internet connection to see if you encounter this error?

[wander_freund]

Hi AndrewB,

Apologies for the late reply.

It is truly inexplicable. I did nothing differently, and now it has accepted my password change. I tried logging out of the browser and logging back in via another method, e.g. different browser vendors and the mobile app, and it always worked. 

I am unsure if by chance I used an unadvertised forbidden character, or if there were some sort of gremlins interfering somewhere--here, there or in between, but it works now. 

I even dissected the headers and cookies to see the exact traffic between us ahead of time, waiting for it to fail soon after I reset my password again and hoping to have something more concrete. The only thing I learned from my first logon attempt was 'My Account: Guest: Sign In Locked Account - Code Sent.' Unfortunately, we were unable to figure out what the issue was, but on the positive side, it now works.

PS - I really liked the x-employment header you guys inserted in some of requests which says 'If you are reading this, consider a job at BestBuy.com http://www.bestbuy-jobs.com/job-family/all-corporate-careers/' - I chuckled when I read that, and it is an interesting way to recruit a very certain type of person.

Thanks for all your help.

Cheers

[AndrewB-BBY Social Media Specialist]

Hi there, Sean,

Thank you for following up with me. I'm very glad to hear that you were able to to access your account normally!

Please don't hesitate to let us know if you ever run into these issues again. We'll be more than happy to continue working with you to finding a solution.

Regards,