6 posts / 0 new
Last post
tracey.hilton
tracey.hilton's picture
Offline
Last seen: 4 years 1 month ago
Joined: 29/05/14
My password changes every time I log in

I know that users can be unreliable (I work in IT myself!) but it seems that every time I log back in I need to reset my password.

I am storing my password on my phone, and updating it each time I have to amend it, so pretty sure I am not making mistakes but accept that I must be.

I note that each new password must differ from previous attempts - the fact that it recognoses the pwd I am using has been used before suggests I am typing it correctly - but not allowing me to use them again means each time it becomes more unweildy & prone to typos, and certainly cant be remembered.

Is there the possibility to recover pwd or use security questions for reminders? The 8 standards applied here & the automatic 'must change every time' approach is more stringent that any I have seen used inside or outside HSBC for a non financial site.

Has anyone else reported this? I find it a big disincentive to catching up on my profile etc. in odd moments, knowing it will take a good chunk of time and I can only do it while  connected to HSBC infrastructure (to receive the reset password mail in my HSBC address). It was certainly a blocker to me getting started on water sampling.

I am only making the recommendation to consider changes as and when available - I don't mean to be complaining.  I have loved the training, identifying local water bodeies and taking the samples.  Uploading has been a breeze once I have changed my password each time! I hope we can hear about an I PHONE APP to upload soon? Maybe that would overcome these issues?

Rating: 
0
No votes yet
nbail
nbail's picture
Offline
Last seen: 3 years 1 month ago
Joined: 21/02/13

Hi Tracey - thanks for your message

I have provided a few suggestions below so please let me know if any of these help

1) Are you using the 'Forgot Password'  link on this page? https://freshwaterwatch.thewaterhub.org/signup  if so this is a one-time login and you need to reset your password on your profile..maybe we have not made this clear enough when you log back in so we can look at this?

2) Maybe you are blocked from certain laptop/computer due to failed login attempts (this blocks IP addresses) so is there a ceratin machine where you are struggling from?

Glad you are enjoying the Programme otherwise - keep the feedback coming, it is not regarded as complaining as it helps us identify any issues.  Also re the app the Apple version has bnot been 'officially' released yet, but seek and ye may find!

 

Regards

Neil

tracey.hilton
tracey.hilton's picture
Offline
Last seen: 4 years 1 month ago
Joined: 29/05/14

Hi thanks for your advice Neil.

Re Point 1 I agree the notification clearly suggests that the PWD reset link must be used within a week. "It expires in one week and nothing will happen if it's not used."  I didnt have any issue with that, but on rereading I have given some advice below.

 I am guessing that once the link is opened you MUST change your password, "This link can only be used once to log in and will lead you to a page where you can set your password. YOU MUST RESET YOUR PASSWORD WHILST YOU ARE LOGGED IN "

If I am right then probably would be better worded to convey both constraints in a single phrase such as "This link can only be used once to log in and will lead you to a page where you MUST RESET your password. The next statement may then be obsolete since it just restates "YOU MUST RESET" . Otherwise it may be too late, if you think you have a week but have already clicked the link!. Only frustrating if you actually can remember your password, but I think reminders and hints are limited in usefulness where a quick reset does the job, so otherwise thats fine.

Re Point 2 I bit the bullet, attempted a pwd reset so that I could experiment with the Iphone App (I do think it is entirely possible I miskeyed passwords in the past - during this experiment I keyed my login incorrectly since I am unfamiliar with using the work related e-mail address I am forced to use as a login)

However, there is definitely some issue, maybe with using my login in the APP and also in IE? I have previously reset passwords on PCs, in both a work environment and a home environment, and also on IPhone while I have been at work (using non HSBC wifi) and at home. Today the pwd reset worked for long  enought to rest pwd & login on same PC to access this forum etc.

However, as I was feeling brave I tried to login to the app (already downloaded but previously telling me I was using invalid login or pwd). I tried twice to ensure I wasn't keying incorrectly, and I had only just reset it so pretty confident it was correct.  I clciked the link to rest password in case it was different for the app. Exactly the same mail was sent to me,  I assumed the pwd was linked to the login ID and so both devices should start to use same new pwd after a reset.

Your comment about blocked IP address suggests I should be careful about using multiple devices to access Freshwater watch via IE, and maybe also should try not to use app (unsecured network) and IE (HSBC secured network) on same day?

There isn't any difference I have noticed in the error mesages to suggest a blocked ID/ IP address rather than an incorrect password - and there is only one way to solve either issue - send an email to my work address (login ID) and then forward it to my personal email to be picked up by my preferred device for printing /loading results.

What do you think? - I would be happy to complete more specific use cases if you would like me to try.

LucyC
LucyC's picture
Offline
Last seen: 3 years 2 months ago
Joined: 01/03/13

Hi Tracey,

Thank you for your message and the suggestions you’ve made regarding the password reset email. We will certainly consider some changes to the wording in order to make it as clear as possible for users.

Neil, our Online Manager, is on annual leave until the end of July and I’m sure will look into your comments on logging in to the app when he’s back.

Lucy

james.c.murphy
james.c.murphy's picture
Offline
Last seen: 4 years 10 months ago
Joined: 20/03/15

Hi, I'm new to Fresh Water Watch and I have the same issue. I've never been able to login without creating a new password, whenever I try to log back in I'm told the password isn't recognised and to reset. When I try and use the same password as was previously used (and wasn't recognised) I'm told it can't be used because it's within my previous 5 passwords! I've had the same issue with my work laptop and personal IPhone and I've left 24 hours between changing the password and logging back in. Because of this issue, I've not been able to access the app and start recording.

Thanks

 

james

james.c.murphy
james.c.murphy's picture
Offline
Last seen: 4 years 10 months ago
Joined: 20/03/15

Update: SORTED. Seems my issue was caused by the numpty using the website