Unable to Log In to ScaleGrid Console or Receive Password Reset Email

Issue

When attempting to log into the ScaleGrid Console, you are unable to log in and do not receive a password reset email after using the "Forgot Password?" option.

Symptoms

• Login attempt fails with correct email and password.

• No password reset email is received after requesting a reset.

Cause

This issue often occurs if:

• The email address entered is incorrect.

• The account was created using the "Sign in with Google" option, which bypasses the standard email/password login.

• The password reset email is blocked or filtered by your email provider.

Resolution

Follow these steps to resolve the issue:

• Clear your browser cache and cookies if you encounter persistent login issues. If the issue persists after this, proceed as follows:

Step 1: Verify Email Address

1. Confirm that you are entering the correct email address in the ScaleGrid Console login page (https://console.scalegrid.io).

2. Log in to your email account (e.g., Gmail, Outlook) using the email address you believe is associated with your ScaleGrid account.

3. Search your email inbox, spam, and junk folders for emails from ScaleGrid:

   • Use search terms such as from:scalegrid.io, "Scalegrid", or "Welcome to ScaleGrid!" to locate any ScaleGrid-related emails.

   • Check the "All Mail" folder (if applicable) to ensure no emails were archived.

4. If you find a ScaleGrid email (e.g., a welcome email or previous correspondence), confirm that the email address matches the one you are using to log in.

5. If you suspect your email provider is blocking ScaleGrid emails, consider adding @scalegrid.io to your email whitelist.

6. If no ScaleGrid emails are found, try any other email addresses you may have used to sign up for ScaleGrid and repeat the search process.

Step 2: Check for Google Sign-In

If you verified the email address and still do not receive a password reset email, your account may have been created using the "Sign in with Google" option. To log in:

1. Open your browser and log in to your Gmail account (e.g., [e-mail]) at https://mail.google.com/mail.

   • If you’ve forgotten your Gmail password, use the Google Account Recovery system at https://accounts.google.com/signin/recovery.

2. In the same browser, open a new tab and navigate to the ScaleGrid Console (https://console.scalegrid.io).

3. Click the Sign in with Google button, as shown below:
   

   • Ensure your browser is not in incognito mode, as this may prevent Google Sign-In from working correctly.

4. Select your Gmail account to log in.

Step 3: Contact Support

If the issue persists after following the above steps:

1. Submit a support request via the ScaleGrid Support Portal.

2. Alternatively, email the ScaleGrid Support Team at [e-mail], providing:

   • The email address used for your ScaleGrid account.

   • A description of the issue, including any error messages.

   • Confirmation that you attempted the "Sign in with Google" option and verified your email address by searching for ScaleGrid emails.