Common Issues During the Password Reset Process
The following issues are common during the password reset process.
- Quick Training: Password Reset Process
- Issue 1: Error Says Invalid email address or username entered
- Issue 2: I never received the first email from the system
- Issue 3: I never received the second email from the system
- Issue 4: My new password does not work
- Issue 5: The site has locked me out
Quick Training: Password Reset Process
From the Member Login page, select the Lost Your Password? link, which opens the Lost Password page.
- Provide the email address associated with your account. You will receive two emails.
- The first email asks you to click a link to confirm you asked for the reset. (Check your SPAM folder if you don’t see it after a few moments.)
- The second email has the system-generated password that allows you to login.
Video Overview
Issue 1: Error Says Invalid email address or username entered
Explanation
When you try to reset your password, the system responds with Invalid email address or username entered.
The system does not have an account for the username or email address supplied.
Solutions
Try different email addresses you may have used. If the system does not recognize any of your email addresses, then your membership account might have expired more than a year ago.
- If you have an email showing a recent payment, use Contact Us link at the top of the page to provide the information to us.
- If you believe your account was purged, then rejoin using the Join Now link at the top of the page.
Issue 2: I never received the first email from the system
Explanation
After visiting the Lost Password page and entering your email address, the system says that it sent the password to you. You checked your Inbox and did not find the email.
Solutions
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- Ensure you are logged into the email account where you had the email sent.
- Check your SPAM and other folders for an email from no-reply@kygs.org.
- The system usually sends the password within seconds, however, it can be delayed as much as ten minutes during heavy traffic times.
- Repeat the process but first watch the two-minute video at the top of this page to understand the process.
Issue 3: I never received the second email from the system
Explanation
You started the Lost Password process and received an email from the system with a subject line similar to “Reset Your Password”.
In that email, you clicked the Confirmation link and saw the Confirmation Page which showed that Step One was completed. The system sends the second email with the password.
Solutions
- Ensure you are logged into the email account where you had the email sent.
- Check your SPAM and other folders for an email from no-reply@kygs.org.
- The system usually sends the password within seconds, however, it can be delayed as much as ten minutes during heavy traffic times.
- Repeat the process but first watch the two-minute video at the top of this page to understand the process.
Issue 4: My new password does not work
Explanation
You received a second email from the system with your new password. You tried the password multiple times but it failed.
Solutions
- Ensure you use the user ID and password combination shown in the second email.
- Pause before striking the Enter key and review what you typed in the field to ensure there are no typos.
Disable your autofill. - Close the browser or try a different browser.
- If you are using a password manager, try deleting the old kygs.org. Let the site re-add it to your manager.
These are secure passwords and can be difficult to type. Try cutting and pasting the password into the Password field. - Use the Eye icon to ensure the password matches and no extra spaces were added at the end.
Double-Check Your Typing Skills
Issue 5: The site has locked me out
Explanation
The system indicates your user ID and password do not work after four or more attempts and has locked you out.
Solutions
Each lockout lasts at least 15 minutes and then you can try again. If you repeat this cycle more than once, the system might think you are an intruder and locks you out for 24 hours or more.
Refer to the Solutions in Issue 4 above.