ByDeluxe content and key portal broken

[Jim Cassedy]

I've logged in about 4 times in the last 24hours and many times last week without any issues.
Have you tried from more than one computer? Or, have you tried clearing the cookies from your
browser history? Whenever I encounter a 'credential' issue, clearing my cookie file usually fixes it.

[Mike Blakesley]

Here we are over four months since this issue surfaced and it's STILL not working.

Maybe their website maintenance person quit and nobody knows how to get into it.

Anyway, the whole situation isn't very "deluxe" at all.

[Jim Cassedy]

So, Mike, do you not 'see' the website, or is it just not letting you log in?
. . or can you log in and then can't navigate anywhere? (this happened to me once)
I wish I had some good advice for you, but I've got two different DeLuxe accounts and log in
to one or both of then multiple times a week, 99% of the time without any issues.
Occasionally (like yesterday afternoon) it puts me into some sort of loop where it doesn't
like my password, or says that I've got the wrong log-in credentials-- but I tried about 20min
later and logged in without issues. On the rare occasions when waiting a bit doesn't help,
'clearing my cookies' and re-starting my browser usually does the trick. But if you've been
waiting four months, something is obviously wrong somewhere-- hopefully somebody here
has better advice than I can give at the moment. Good Luck!

[Paul H. Rayton]

Hi, Mike -- Can you provide us a "screen grab" illustration or 2, showing us what you are actually seeing on screen as you try to log in?

[Barry Floyd]

You guys are talking about the "one.bydeluxe.com" website? I use it weekly to download keys and ingest letters. I've never had an issue logging in from my desktop at the theatre via Chrome.

[Mike Blakesley]

I log in the normal way, it asks for my password. Then it goes to the usual "Initializing core" screen, and then I get this:


Screenshot 2024-08-22 131523.png

.... I put in my password (again) and it comes back with "Invalid Login Attempt."

I've tried changing the password but I get the same results.

If I click the "Request Access" button, I get this:

Screenshot 2024-08-22 131946.png

I can use email, but I would just rather use the portal because it's easier.

[Bryce Warren]

You guys are talking about the "one.bydeluxe.com" website? I use it weekly to download keys and ingest letters. I've never had an issue logging in from my desktop at the theatre via Chrome.

I was also wondering about this. I use it almost daily from my desktop and phone without major issues.

I log in the normal way, it asks for my password. Then it goes to the usual "Initializing core" screen, and then I get this:

I sometimes get that screen if I have stayed logged in for too long and try to refresh the page.
Or sometimes I get a random server error screen:

Screenshot 2024-08-23 103938.png

With either, simply logging out in the top right (under my name dropdown) takes me back to "login.bydeluxe.com", which after logging in again, I can then access Deluxe One without issue for tracking, ingest letters, KDMs etc.

Is this the normal screen that you log in with? If not, you might try signing in (or up) via that URL above. Perhaps it's just a different entry point now?

Screenshot 2024-08-23 104526.png

[Mike Blakesley]

I have tried from a couple different computers but I have not tried a different browser or clearing the cookies. I'll try those things. (I use Chrome mostly.)

A Film-Techer sent me an email address of somebody at Deluxe who might help, and I wrote to that person but haven't heard back yet.

[Harry Smolin]

Logged into Deluxe several times last week and haven't had any trouble.

[Mike Blakesley]

Hmm. Well today I was actualy able to get it to send me a new password reset link. Clicked the link, reset the password, tried to login and.... "Invalid login attempt." I tried it twice, using Chrome and Edge, and I also tried a computer in my day job. No luck anywhere, same results.

So then I wrote to the "help" address (one-account-help@bydeluxe.com) in the reset email. Maybe they can resolve it. It's become sort of a quest at this point.

[Benjamin Ruder]

Is this still an issue for others? I still can't access this.

[Barry Floyd]

Is this still an issue for others? I still can't access this.

Nope... I log in to it several times a week for run times, credit offsets, and keys. No issues ever.

[Ryan Gallagher]

I wonder if it is related to that notice about self-registration being phased out. Perhaps accounts that were originally self registered are having trouble?

[Jim Cassedy]

I logged into it several times last week, and again today with no problems.
As I think I mentioned in an earlier post, whenever I do have a problem with the log-in,either
using another computer or clearing the Deluxe cookies from whatever machine I'm using at
the time has always resolved my log-in problem. The only problem I've had recently was one
day last week when I was trying to use their own issue reporting system for a KDM that had
been issued for the wrong time/date, and their site would freeze whenever I hit the [SUBMIT]
button. After trying several times, I just called them up on the phone and got what I needed.

[Benjamin Ruder]

I logged into it several times last week, and again today with no problems.
As I think I mentioned in an earlier post, whenever I do have a problem with the log-in,either
using another computer or clearing the Deluxe cookies from whatever machine I'm using at
the time has always resolved my log-in problem. The only problem I've had recently was one
day last week when I was trying to use their own issue reporting system for a KDM that had
been issued for the wrong time/date, and their site would freeze whenever I hit the [SUBMIT]
button. After trying several times, I just called them up on the phone and got what I needed.

Thanks Jim. I ended up getting a resolution after a few attempts on their end to "fix" my account.