Can't log in, can't sign up, can't reset - account completely locked out

Questions / Help
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1

Hi everyone,

I’m a developer and I’m posting on behalf of my client who is completely locked out of their Fly.io account.

Here’s the issue:

  • Account was created with a Gmail address and verified.
  • Login always fails with “wrong email” or “wrong email or password.”
  • Password has been reset 7 times. Reset emails arrive fine, new password is set, still can’t log in.
  • Trying Google OAuth signup says an account already exists with that email.
  • Can’t log in, can’t sign up again, can’t delete the account. Completely stuck.

I’ve also emailed support@fly.io and billing@fly.io but got no response so far.

This is blocking our project. Could someone from the Fly.io team reach out so I can share the account details privately and get this resolved?

Thanks!

2

Just a thought: have a look at the network messages in the browser when the password is reported to be wrong. Maybe that would give some clues as to what is going on? There may be some JSON bodies you can look at.

Maybe the account is associated with an auth provider, and thus rejecting a plain password auth is correct?

4

(Since this is an account-level issue, emailing billing@ was the correct thing to do, per the help docs. I would not recommend sending multiple messages though; that just gums up the support channels for everyone.)

5

Support repply me thx
Solved! Turns out the login system is case-sensitive, and the email was registered with different casing than what I was typing at login. Using the exact casing from registration fixed it.

Thanks for the help!

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