ladydaphne Posted October 14, 2016 Share Posted October 14, 2016 My sister is having a problem. She tried to log in to neopets (she does so every day) and was told bad PW. She knows her PW and has not changed it. She asked that an e-mail be sent but nothing has shown up in the in box (it has been days and she checked her spam). She can't submit a ticket because it asks you for a password. She has e-mailed neopets (last week) and has not heard back. What can she do? She has been playing for many years. I can still see her account so it is not frozen. This topic has been edited by a member of staff (.Brianna.). This topic was posted in the wrong area. Please check your user inbox to see if you have been contacted regarding this topic. Per the reason above, this topic has been MOVED from 'TDN Questions' to 'Neopets Help'. Quote Link to comment Share on other sites More sharing options...
Mouseykins Posted October 14, 2016 Share Posted October 14, 2016 Here's what your sister can do: 1. Since your sister has already submitted her email, this step is just a formality. Be sure the email is sent to [email protected] and in the email correspondence remain polite and positive. Negative and rude tickets tend to get ignored for longer periods of time. In the ticket provide as much information as possible to prove that your brother is indeed the owner of the account. The more information provided the greater your chances are of having the account returned in a swift manner.2. If you have Facebook post on the Neopets page with your ticket number or username since your sister emailed them and ask that someone look into it. Again be polite.3. If you have access to the Neoboards go to the Help section and find the Ticket Response Waiting Board and follow what the others are doing and post your ticket number. Aquamentis12 1 Quote Link to comment Share on other sites More sharing options...
ladydaphne Posted October 14, 2016 Author Share Posted October 14, 2016 Thank you for the advice. Where is the Ticket Response Waiting Board? I can't seem to find it in the help section or community. Quote Link to comment Share on other sites More sharing options...
Mouseykins Posted October 14, 2016 Share Posted October 14, 2016 It's located on the Neoboards on Neopets. I'll go look for the link and update this post in a few minutes. :) Here you go! Ticket Response Waiting Board Quote Link to comment Share on other sites More sharing options...
lynn811 Posted October 16, 2016 Share Posted October 16, 2016 My son is having this same problem. I tried creating an account of my own and submitting a ticket. Never got activation email, tried to reset my password but don't get anything from them. Don't have facebook so that isn't an option for me. I don't want to request an email change for him because I'm not sure of the email address (if any) I used when I set his account up for him years ago. When I check to see if he's a valid user, neopets doesn't recognize his name unless it's typed in all lowercase and that's not how it was set up for him. Any ideas for me since I can't access my account to check on his? He's really disappointed he can't play with his pet and is worried something has happened to it. Quote Link to comment Share on other sites More sharing options...
acmerasta Posted October 16, 2016 Share Posted October 16, 2016 Also, if you ever linked your Facebook account to your neopets account, try logging in with Facebook. Don't attempt to change your password. And don't log out if you can help it. Many people seem to be having this problem lately. I experienced it days ago and I used Log in with Facebook Option and it worked. It actually might look like it doesn't work but after that you should be able to use your password normally. This is also happening with Ghoul Catchers. It says password not recognized or something like that. close off that and then select Log in with Facebook. You then get to log in., Quote Link to comment Share on other sites More sharing options...
lynn811 Posted October 16, 2016 Share Posted October 16, 2016 Don't have facebook. He actually never logged out of his account. He went to neopets last week to play and he was logged out. Tried to log back in (password is saved on computer) and was told the password was incorrect. I double checked to see if it was correct according to what we used when we set it up and it is in fact correct. Tried from another computer and still won't work. All correspondence with support has yet to be answered (not sure if they have even received anything). I can't login to my account I made either to see if the ticket I submitted for him is open or not. Very frustrating for me and upsetting to him. Hoping that it's some sort of glitch that will eventually work itself out. Quote Link to comment Share on other sites More sharing options...
hrtbrk Posted October 17, 2016 Share Posted October 17, 2016 This hasn't happened to me (yet) but I saw on Reddit last night that Neopets has been changing the passwords on accounts for security reasons. They have sent emails to users affected by this, including a link to change your password yourself however the link they provide is timegated. This means if you click on the link they provide after X many hours/days, it will no longer work and you will have to request the password form yourself from Neopets. While Jumpstaff had good intentions on protecting accounts, a lot of people are not receiving the emails of the forced password change to begin with and therefore are not receiving the lost password request form either after they discover their password changed. All of this is obviously clogging up the ticket system and created a huge backlog. Make sure you have a working email address that receives emails from Neopets - and you have the setting checked in your Neopets preferences to receive emails from the website as well! If you've been affected, do NOT give up. Mouseykins and Angeló 2 Quote Link to comment Share on other sites More sharing options...
lynn811 Posted October 23, 2016 Share Posted October 23, 2016 I think my email address may be a problem also. All requests for passwords retrieval for my account have not been received, the support email I sent has not be replied to either (checked my spam folder, it's not there). Thought I'd go another route and see if they would send my username instead. Typed it in, got a message that all usernames associated with my email would be emailed to me and that it could take about 15 minutes to get the email. It's been 2 hours and nothing. So my son's account is still not accessible and I can't get into my account to check the ticket because I'm unable to retrieve the password and can't get the email. Beginning to think it's futile to keep trying. Hoping that my kiddo will be able to let his pet go, because we aren't going to be able to see it again. Quote Link to comment Share on other sites More sharing options...
Mouseykins Posted October 23, 2016 Share Posted October 23, 2016 I think my email address may be a problem also. All requests for passwords retrieval for my account have not been received, the support email I sent has not be replied to either (checked my spam folder, it's not there). Thought I'd go another route and see if they would send my username instead. Typed it in, got a message that all usernames associated with my email would be emailed to me and that it could take about 15 minutes to get the email. It's been 2 hours and nothing. So my son's account is still not accessible and I can't get into my account to check the ticket because I'm unable to retrieve the password and can't get the email. Beginning to think it's futile to keep trying. Hoping that my kiddo will be able to let his pet go, because we aren't going to be able to see it again. Since you are both unable to login you'll need to do the following steps for each of you: 1. Submit a ticket to TNT from their help site. You'll need to create a side account that you can submit your ticket on and you can play the site while you wait for a response from your ticket. Be polite and positive in your ticket. Tickets containing anger and negativity tend to get overlooked for longer periods of time. 2. If you have Facebook post on the Neopets page with your ticket number and ask someone to look into it for you. Again remain polite and positive. 3. Post on the Neoboards in the Ticket Response Waiting board and follow what everyone else there is doing. There's a link to this board a few posts up. Like hrtbrk said above, a lot of accounts have had their passwords force changed due to security reasons and that may be what's happened to you. I hope you can get a response quickly and get back to enjoying the site soon! :) Quote Link to comment Share on other sites More sharing options...
lynn811 Posted October 23, 2016 Share Posted October 23, 2016 I've done all those things except for Facebook, since I don't have Facebook. Can't login into the side account either. Never got activation code and can't remember password (didn't save it on computer due to his issue with password). Password requests have not been received by me. My son hasn't been able to use the site since about the 7th of October. That's a long time for a kid to wait. There's nothing else that can be done for him except wait, which is really hard for a 10 year old. Quote Link to comment Share on other sites More sharing options...
Mouseykins Posted October 24, 2016 Share Posted October 24, 2016 Unfortunately if you can't send a ticket through the help site and check on it or receive updates on it you'll need to email them at [email protected] and wait for a response, which can take some time. Your son is just going to have to find something else to do on the computer in the mean time I'm afraid. I understand how hard it is for him to be patient as I have two young ones myself and they have 0 patience., In the meantime if you think your email is the issue with the new accounts, remember you can only have 5 accounts per email address regardless if you have access to them or not. So I would consider creating a new email and try creating a new side account for yourself to submit the ticket on if you can. If you don't already have one I'd try a google or outlook account. As for remembering the password for the new account I'd just write it down for now and when you get this mess sorted out you can change the password and save it to your computer. Good luck! :) Quote Link to comment Share on other sites More sharing options...
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