My New Webcare Password Does Not Work (Doc ID 1624137.1)

Last updated on MARCH 02, 2017

Applies to:

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Information in this document applies to any platform.

Symptoms

The loss of functionality
Customer can't log into Webcare with their newly created password

The sequence of events
Customer tried to log into https://webcare.estara.com account 200106303714 and was told password has expired
Customer prompted to reset password
Customer reset password and received new password via email
New password did not work and customer ended up being locked out of Webcare

Where it happened
https://webcare.estara.com

The significance of loss / customer impact
Customer cannot log into Webcare to administer their click to call service

Include specific error messages (error number with syntax)
Customer receives 'invalid password' message from Webcare when logging in

What IS working
Others with correct passwords can log in

What is the expected or acceptable result?
Customers can log in

What about the system has recently changed?
No changes

Cause

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