My name is Bibiana Pedroza, and I'm an Office Administrator at Canvas Craft. We use Retool for customer orders, and we're currently experiencing a login issue with a customer. They are unable to access the portal, and resetting their password hasn't resolved the problem. The error message they receive is
We also attempted to delete and re-create the user accounts, but I found that this option is not available on the platform.
I'm relatively new to both Retool and the company, and I've been asked to resolve this issue, which is why I'm reaching out for your assistance. The customer accounts experiencing issues are:
Running into this same issue today with an external user. I'm waiting to hear back how many characters he's trying to use in the password and asking him to shorten it. Everything else has been tried. Any more help would be appreciated.
Are you using Retool self hosted? Can you check in your database whether the user has a Google id saved? (or confirm that your team has not configured Google SSO for your instance)
If an admin has manually sent them a reset password link, did that also result in the same error?
Are there any related container logs around the time of their attempt?
