Can't login? A one off or common?

Community Playground Getting Started & Initial Setup
#1

I’m a day into (trying) to get my new Vera 3 setup. The first hour was a pretty lousy experience - many errors going through the process of creating an account and trying to get as far as having a controller and account paired together.

Eventually I was up and running and was thrown back to my account login page when adding my first device. From then on I’ve been unable to sign in. Even resetting the password on my account won’t work (the new password emailed doesn’t work).

Has anyone faced this before? Does this happen often? (I’m not that keen to setup an entire house and get locked out of my account again!). I’ve reached out to Vera support but I’m >24 hours into waiting on a reply.

#2

Reading through other forum posts it sounds like chat support was one of the few ways to contact Vera reliably in the past. Given this is gone, does anyone have suggestions? I’ve tried the web form, email and a phone call (which just put me on hold, rang out and went to a voicemail box).

#3

Well, i did get a response on my email. I think I waited seven days, they apologized for it though. :wink:

Now, regarding your vera. Dit it come pre installed with ui7 ? If yes then you might have the same problem I had. After adding a device to Vera while on batteries, I had to reset the device to get it back up and running. Tried it again after this reset, same problem.

The fix was to keep the "secure my Vera’ option off and use a long powercable and networkcable to bring Vera to my zwave devices for inclusion. But that was a very early version of ui7.

#4

[quote=“kariem112, post:3, topic:184254”]Now, regarding your vera. Dit it come pre installed with ui7 ? If yes then you might have the same problem I had. After adding a device to Vera while on batteries, I had to reset the device to get it back up and running. Tried it again after this reset, same problem.

The fix was to keep the "secure my Vera’ option off and use a long powercable and networkcable to bring Vera to my zwave devices for inclusion. But that was a very early version of ui7.[/quote]

It may have auto-updated itself, but by the time I first signed into it it was on UI7.

I have managed to make a new account (myemail+xyz@domain.com), reset the Vera and added it to the new account. However, frustratingly Vera’s UI believes this is an invalid address (which it isn’t!) and every time I sign in I get into the startup wizard because it can’t verify that email address.

No battery setup here, so must be another issue.

Long story short, I need them to fix my account so I can add it back to my ‘valid’ email address.

I don’t want to setup my entire house and be reliant on getvera.com (so really want to sign in locally), particularly given my experience with not being able to sign in.

BTW, do these ridiculous capchas/questions when posting on the forum ever go away?

#5

[quote=“ng191, post:4, topic:184254”][quote=“kariem112, post:3, topic:184254”]Now, regarding your vera. Dit it come pre installed with ui7 ? If yes then you might have the same problem I had. After adding a device to Vera while on batteries, I had to reset the device to get it back up and running. Tried it again after this reset, same problem.

The fix was to keep the "secure my Vera’ option off and use a long powercable and networkcable to bring Vera to my zwave devices for inclusion. But that was a very early version of ui7.[/quote]

It may have auto-updated itself, but by the time I first signed into it it was on UI7.

I have managed to make a new account (myemail+xyz@domain.com), reset the Vera and added it to the new account. However, frustratingly Vera’s UI believes this is an invalid address (which it isn’t!) and every time I sign in I get into the startup wizard because it can’t verify that email address.

No battery setup here, so must be another issue.

Long story short, I need them to fix my account so I can add it back to my ‘valid’ email address.

I don’t want to setup my entire house and be reliant on getvera.com (so really want to sign in locally), particularly given my experience with not being able to sign in.

BTW, do these ridiculous capchas/questions when posting on the forum ever go away?[/quote]

Setup for me was a few min. Hours to make a login seems a little out there. Batteries are not needed.

At this point who knows where your at in the setup process. Do you even have a vera account completed? Are you able to get an Ip adress from the VERA?

#6

My account exists (I cannot make a new one with the same email), yet any password I use (the one I used originally, and the one emailed to me when I click the ‘forgot password’ link) do not work.

#7

So you need to contact VERA non of us can help you recover your password. No account no VERA access.

#8

I have exactly the same problem.

At first, I thought it was me. But I reset the password several times, and can’t seem to login to my account. (Feel pretty stupid)

Sent support an email but haven’t heard back (2 days and counting)

#9

[quote=“toronto365, post:8, topic:184254”]I have exactly the same problem.

At first, I thought it was me. But I reset the password several times, and can’t seem to login to my account. (Feel pretty stupid)

Sent support an email but haven’t heard back (2 days and counting)[/quote]

Hang in there you’ll hear back. You can try and call also.