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UrgentIn progressEmail#SUP-2841 · Opened Sep 26, 2026 at 9:42 AM

Cannot access account after password reset

Customer is locked out after resetting their password. Verification email was received, but the new credentials return an invalid session error.

First response due
18 minutes
Customer impact
1 user blocked
Product area
Account access
Last activity
4 minutes ago

Customer conversation

3 messages · Email thread
Email
Ava ThompsonCustomer · Northstar Labs

Hi team, I reset my password this morning and received the confirmation email. When I try to sign in with the new password, I see an “Invalid session” message and get sent back to the login page. I need access before our client review at noon. Could you help?

login-error.png 248 KB
Priya NairSupport agent

Hi Ava, I am sorry you are running into this. I have confirmed your account is active and I am checking the session logs now. In the meantime, please try signing in from a private browser window while I investigate.

Ava ThompsonCustomer

Private browsing gives me the same error. I also tried another browser with no luck. Thanks for looking into this.

Case timeline

Updates from your support team
Today
Priya Nair assigned this ticket to herself
Priority changed from High to Urgent
Ticket created from an email by Ava Thompson

Customer profile

View profile
Ava ThompsonActive
Workspace admin
Customer sinceMarch 2023ยท 8 previous tickets
CompanyNorthstar Labs
Emailava@northstarlabs.com
PlanBusiness
Customer healthGood standing

Ticket properties

loginpassword-resetaccount

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