Revel: Can't log in to account on iPad, iPhone or Mac.

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  • Updated 7 years ago
  • (Edited)
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Hi, I am trying to log into my Revel account on my iPad, iPhone and Mac and I keep getting the same error:

"There was an error completing login. Please check your network connection and try again".

I've even tried resetting my password and that hasn't helped either. Any suggestions would be greatly appreciated. Thanks.
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Ashley Hyatt

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Posted 7 years ago

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Charlie D, Official Rep

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Hi Ashley

Were you able to login before? Is this a new account, and if so did you receive an account verification email?

--Charlie
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Ashley Hyatt

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Thanks for the reply. I have been using it for nearly 30 days on trial. It had been working on iPad, iPhone and Mac and now won't log in on any.

I am running Lion 10.7.3. As for the verification email I really can't remember. I am normally pretty good and always click the link on verification emails.

One thing to point out... yesterday I was placing a pre-order for the Creative Cloud. It turned out my account was set and locked to the US, even though I live in the UK. I used the Adobe live chat service to speak with customer support. They sent me an email to reset my password and they changed my region to UK. It's since this that I've noticed I can't log in to Revel...
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Charlie D, Official Rep

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Hi Ashley

Thanks for taking the time to post about your problem. The info you last shared was very helpful. I think it helped point out a process issue our app and Support need to resolve. I contacted Support with my own account, just to see what your experience was. I see it's not possible to simply change one's own country, even with their help. What Support did for me was to change my login to use an alternate email address, to free up my preferred email address. Then they help me create a new Adobe ID using the original email address with the country I wanted. Any apps like ours relying on the original Adobe ID might no longer be able to sign in using the original email address. The new, alternate email address would be expected.

Does this sound like what happened with your own account? If so, Revel is only aware that the email address for your existing account was changed. Your Revel membership is pegged to your Adobe ID, not your email address which can be changed. In other words, Revel is oblivious to the fact that a new Adobe ID may have been created with the same email address you originally used. Your Revel account and images are most likely still accessible using that alternate email Support used for your original Adobe ID, in their effort to free up your preferred email address.

If Support switched your existing Adobe ID to use an alternate email address, do you recall what it was? If not, and you need continued access to the original Revel Trial account versus setting up a new Trial account for your new Adobe ID, please let me know. I'll see if our engineers can help work up a solution for you.

Thank you,
Charlie
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Ashley Hyatt

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Hi Charlie,

That's strange, when I contacted support on the Live Chat page they were able to change my country from US to UK, and it involved me receiving an email with a link to change my password. That's strange how they tell you that you can't change the country?

I don't really want to have different emails for different accounts. My main email is subscribed to the Creative Cloud, the last thing I want is to move this to another email to then set up a second Adobe ID. I would like these all under the one same account.

Seems you are being told different thing to what I was... I know that Adobe Live Chat support can change your country without switching email address as they did it for me.

Hopefully we can work out whats going on...
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Charlie D, Official Rep

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Hi Ashley

Let me touch base with the developers to see how we can resolve this for you.

I'll send you a direct email to ask for account details we shouldn't pass on a public thread on these forums.

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