Twitter password reset loop – not heard of it? I hadn’t. Until it happened to me.
At the weekend I got an email from twitter saying they had locked my personal Twitter account due to a suspicious login that they didn’t believe was me. It wasn’t me so I’m happy that part of their security worked. My account was then locked and they said I needed to reset my password. Usual process in this situation.
I tried several times to reset my password but I kept going back on loop around to the original page to reset my password again. Frustratingly after a few attempts I got this message below
How I got around the twitter password reset loop
So hours later I tried again and nothing. My support ticket now seems not to be replied to. It’s definitely a bot that they use for their support as their emails are worded with “we think you need help with…”. That’s not unheard of with companies these days to use a bot to help reply to emails and customer service.
Currently I’m on my 7th case number at trying to get this sorted because my twitter password reset loop goes;
Clicks “Reset Password”
Inputs Username and clicks “search”
Same Screen to click “Reset Password”
Inputs Username and clicks “search”
Same Screen to reset password
And then sometimes the below.
Another day passed and I still couldn’t get into the account. Same reset password loop so then I hit google… I found various reddit threads about the twitter password reset loop and then thought I couldn’t see much recent BUT then I found it was happening a lot still and could see this on Twitter. Some people were locked out of their account for weeks.
I don’t know why Twitter are not addressing it. It’s particularly poor of one of the biggest social media sites around that they don’t seem to care about looking into this problem as it’s been going on for well over a year (possibly longer).
Finally after a week I’ve been allowed back into my account. I must have opened about 12 twitter cases throughout the week. Some were closed as soon as they had sent me the looped password reset – annoying that they are still not checking this. The case that finally got answered differently was when I said “Can’t get into profile” and included the link to the password reset loop hashtag. They sent a reply that they were looking into it and to include any further information. I then included the hashtag link again and how long I had been locked out of it.
Finally I got a reply that was different;
No looping twitter password reset and finally I’m back into my account. Perseverance is key but still no acknowledgement from Twitter about the problem. Really poor.
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