Can't Log in

Mau
Mau Posts: 9 ✭Lüm Member
edited February 2024 in Community Help
image.png

I can't log into my account. I refreshed, cleared cache and cookies and also used MS Edge and FireFox and still can't log in. I also reset my PW using the forgot password link. I was in the process of linking an account to my existing account and I was almost done when I got log out to this page and I can't seem to log back in since then.

Answers

  • H-Man
    H-Man Posts: 345 Lüm Super User

    Hi,


    The Log in window shows up as a pop-up window so just ensure you don't have a pop-up blocker enabled.

  • Mau
    Mau Posts: 9 ✭Lüm Member

    I am able to get the log in window (pop up window )and enter my credentials, but it seems to just refresh the page and brings me back to the same page attached in my screenshot

  • H-Man
    H-Man Posts: 345 Lüm Super User

    Try to clear your browser history. I.e. cookies and cache. Then make sure if you have any browser plug-ins those are also disabled. Alternatively, you can try on another device also to see if it's working.

  • Lüm-Mobile
    Lüm-Mobile Posts: 384 Lüm Admin

    Do you have any difference when trying on a different device? On mobile data, etc?

  • Mau
    Mau Posts: 9 ✭Lüm Member

    I can't log in to mylum.lum.ca on using any browser on multiple devices. I can log in using the App on my mobile device, but the issue seems to be with the website for me. I cleared cache,cookies browsers and no change. This issue started when I was logged in to my account on a browser, and was in the process of managing my linked accounts.

  • Lüm-Mobile
    Lüm-Mobile Posts: 384 Lüm Admin

    Sounds like an issue with our SSO program. I'll send this to my programmers to look at your account.

  • Lüm-Mobile
    Lüm-Mobile Posts: 384 Lüm Admin

    We figured out the issue has to do with parent/child accounts. We've fixed Mau's issue and are checking with our programmers on how to make sure this doesn't happen for anyone else.

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