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ARM: Silver login fails, account not found


Information in this knowledgebase article applies to:

  • MDK-ARM

SYMPTOM

At login, in a the customer portal Silver, I end up with this error message:

An account could not be found for the provided user ID.

CAUSE

On the 16th November 2016 we upgraded our authentication system.

All existing ARM account holders must sign up again using the same email addresss and reset your password. This will move your current user information and case history to the new system.

RESOLUTION

  1. Visit Silver and press Sign up/Sign in in the top right corner of the screen.
  2. Next select the Sign up now or reactivate an existing account link.
  3. Complete the steps to verify your email address.
  4. Finally set a new secure password.

Note: This screen also displays when you click on Reset password.

The process should only take a few minutes to complete. Once completed, you will automatically be signed into Silver. Any data already associated with your e-mail address will still be available in your upgraded account.

SEE ALSO

MORE INFORMATION

Last Reviewed: Tuesday, June 20, 2017


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