Password / License Reset - Need Help

Ragdoll Studio LLC · January 4th, 2018, 12:02 PM

Hey there... I've been having a problem for several days. When I try to purchase a data package in Hero Lab... it redirects me to the website for password / username authentication. I add the password that I thought I created for Hero Lab and it rejects it... incorrect password and/or username error.

So I tried several passwords that I normally use and nothing worked. I sent Lone Wolf Development a support request. The response is that it could take up to 3 days to reply. This was 4 days ago. I tried again yesterday... and then I got a message that I'd been locked out for too many incorrect password attempts.

I've sent Lone Wold Development a support ticket now on three separate occasions and no response. What gives? Is this a normal problem with Lone Wolf Development's support system? Why isn't there a way to manually reset passwords through the website. I've worked support before for a software company. I get it... sometimes it's tough to handle the volume but password and license resets were always the easiest tickets to handle. They require no troubleshooting generally.

It's a shame that this fantastic product is backed by such a clunky website and system. It's like opposite ends of the spectrum for me.

Has anyone else had these kinds of problems?

Colen · January 5th, 2018, 09:12 AM

Hi there,

When you're purchasing a package for Hero Lab, the password you would use is just the email address associated with your license. It's not any other password (like the one you use for Hero Lab Online, for example).

Hope this helps, and sorry for the delay!

Ragdoll Studio LLC · January 9th, 2018, 07:06 AM

Hi Colen,

I still haven't received any messages from support. It's been 9 days now. I've been checking my spam folder every day. As I said above, I've been locked out of my account for too many incorrect password attempts. Nine days is way too long to wait for support... even given the holiday season.

Ragdoll Studio LLC · January 9th, 2018, 10:43 AM

Ragdoll Studio LLC · January 9th, 2018, 10:47 AM

Duggan · January 9th, 2018, 10:57 AM

That is unusual, in my experience, but I certainly can't deny your difficulties. You might try PMing Colen. I think he thought he'd answered your question, so he might not be checking for a followup.

Kengrad · January 23rd, 2018, 10:38 AM

Did you ever get a resolution? I have a near identical story.

Ten days and counting no response for me.

Rone · January 24th, 2018, 06:25 AM

Hey all, Colen took care of this case a couple of weeks ago.

Kengrad, what's your case number? I'll get it sorted.

wolfliche · February 4th, 2018, 01:35 PM

Many customers are having the same problem. I finally got a response after many days - the response was to reset my password. Funny thing was, I reported that the password reset did not work....Still does not work.

So it's not just you...

I actually bought the license... I have been in contact with support and they ask what the problem is and insist I use the password reset.

taking crazy pills...password reset does not work. Cannot login, cannot reset password, cannot get support.

wolfliche · February 4th, 2018, 01:37 PM

forgot to mention tickets are answered weeks later so re-calibrate your expectations.

I thought it was a beta thing...

no...it's business as usual.

Thread Tools
Show Printable Version Email this Page
Display Modes
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode

Colen Senior Member Lone Wolf Staff Join Date: Dec 2008 Posts: 4,718 January 5th, 2018, 09:12 AM	Hi there, When you're purchasing a package for Hero Lab, the password you would use is just the email address associated with your license. It's not any other password (like the one you use for Hero Lab Online, for example). Hope this helps, and sorry for the delay!
#2

Ragdoll Studio LLC Junior Member Join Date: Jan 2018 Posts: 5 January 9th, 2018, 07:06 AM	Hi Colen, I still haven't received any messages from support. It's been 9 days now. I've been checking my spam folder every day. As I said above, I've been locked out of my account for too many incorrect password attempts. Nine days is way too long to wait for support... even given the holiday season.
#3

Duggan Senior Member Volunteer Data File Contributor Join Date: Nov 2009 Posts: 1,444 January 9th, 2018, 10:57 AM	That is unusual, in my experience, but I certainly can't deny your difficulties. You might try PMing Colen. I think he thought he'd answered your question, so he might not be checking for a followup.
#6

Kengrad Junior Member Join Date: Jan 2018 Posts: 2 January 23rd, 2018, 10:38 AM	Did you ever get a resolution? I have a near identical story. Ten days and counting no response for me.
#7

Rone Senior Member Join Date: Dec 2017 Posts: 367 January 24th, 2018, 06:25 AM	Hey all, Colen took care of this case a couple of weeks ago. Kengrad, what's your case number? I'll get it sorted.
#8

wolfliche Junior Member Join Date: Jan 2017 Posts: 5 February 4th, 2018, 01:37 PM	forgot to mention tickets are answered weeks later so re-calibrate your expectations. I thought it was a beta thing... no...it's business as usual.
#10