ByDeluxe content and key portal broken

[Mike Blakesley]

No luck here, yet. I started a new "ticket" three days ago and have yet to hear back from them despite the "within a few hours" promise.

I suggested just delete our account and let me start fresh. I have no idea what else to try. I've tried logging in from different computers, different browsers, you name it, but nothing will work.

The last communication I had from them was saying they were making a few security upgrades on their end and it should be working fine within a day or two. That was weeks ago.

As of now I just try to get in when I have a bit of spare time. I go through the same rigamarole, get nowhere as usual, and give up.

[Steve Kraus]

I don't think I've been able to log in for a year. The password reset mechanism works and if I attempt to log in either it shuts me down immediately ("unable to log in") or it looks like it's coming up ("initalizing core" or whatever it says amidst background animation then back to the login screen. That is one f'd up operation.

[Jim Cassedy]

I find it interesting that some users are having issues with the Deluxe portal. Because of my
venue's aggressive and overly ambitious programming, I couldn't do my job efficiently if, if
at all, if I wasn't able to log into it, which I have to do every day, and very often multiple
times during the course of one day. Yes, it occasionally doesn't let me in, or locks up and
doesn't respond, but, at least here, those events are usually transitory and usually self
correct if I try logging in again a few minutes later or from a different computer.

That being said, there seems to be two different log-in screens that sometimes display
when I try to access Deluxe.

THIS ONE is the one I get 99% of the time, and usually gives no trouble.
DeluxeLogin2.jpg


But sometimes, I get this login screen. This one NEVER works for me, and will
usually result in getting me totally locked out of the system for 5 or 10min if I
try entering my info more than once. So, if I get this screen, I either just close
the login window and try logging in from another computer, or I 'toss my cookies'
from the browser and try again and usually get the other login screen on the 2nd try.
DeluxeNoLogin.jpg

[Benjamin Ruder]

I don't think I've been able to log in for a year. The password reset mechanism works and if I attempt to log in either it shuts me down immediately ("unable to log in") or it looks like it's coming up ("initalizing core" or whatever it says amidst background animation then back to the login screen. That is one f'd up operation.

Seemingly from my communications with the support staff was that my account needed something done on their end, it even took 2 attempts for them to get it to function. I suggest anyone experiencing this nightmare to open a ticket and then keep on them. It's quite ludicrous.

[Steve Kraus]

Are you currently able to log in?

[Benjamin Ruder]

Are you currently able to log in?

Yes just did it right now.

[Jason Raftery]

I find it interesting that some users are having issues with the Deluxe portal. Because of my
venue's aggressive and overly ambitious programming, I couldn't do my job efficiently if, if
at all, if I wasn't able to log into it, which I have to do every day, and very often multiple
times during the course of one day. Yes, it occasionally doesn't let me in, or locks up and
doesn't respond, but, at least here, those events are usually transitory and usually self
correct if I try logging in again a few minutes later or from a different computer.

That being said, there seems to be two different log-in screens that sometimes display
when I try to access Deluxe.

THIS ONE is the one I get 99% of the time, and usually gives no trouble.
DeluxeLogin2.jpg


But sometimes, I get this login screen. This one NEVER works for me, and will
usually result in getting me totally locked out of the system for 5 or 10min if I
try entering my info more than once. So, if I get this screen, I either just close
the login window and try logging in from another computer, or I 'toss my cookies'
from the browser and try again and usually get the other login screen on the 2nd try.
DeluxeNoLogin.jpg

I have the same issue as Jim, where I'm typically routed to https://login.bydeluxe.com/ and get the login page with the "1" logo and can authenticate without issue using my current password.

On occasion, however, Deluxe's system sends me to https://one.bydeluxe.com#/application/cinemaportal via https://identity.bydeluxe.com and I get the older-looking login page with the Deluxe logo:

image.png

In order to log in successfully on this page, I have to use the password I was using in June 2023. Despite having changed my Deluxe One password a number of times since then, the login server servicing this particular page is stuck in time and only accepts the outdated credential.

I've reported this bug to Deluxe but it doesn't sound like they've fixed it.

[Mike Blakesley]

Just an update on this stupid #^@&! issue that is still not fixed (for me, anyway).

We are leaving on a trip and I want to have the crew be able to get the damn keys, but this still will not work for us.

I get the same issues described earlier in this thread, despite communicating with Deluxe on it, trying it on different computers, different browsers and even on my phone. IT JUST DOESN'T FUCKING WORK. They've sent me assurances that "updates are being worked on, thanks for your patience" so I check it every couple months or so, with the same result.

The only way I can get keys is through my personal email, so I've had to leave instructions for the crew on how to get into my personal email to get the keys out, which is obviously not a great solution.

I offered for Deluxe to delete our account and start fresh but they don't want to do that, apparently. I also asked their representative about the Keys being sent to the "Keys" folder on the QNAP server, which has stayed empty since it was installed....she said it WILL happen, but they are still working out details.

[Peter Mork]

My most recent attempts to communicate with Deluxe just returned the same "working on it" non-answer we've been getting for two years.

I find that emailing your key request to DDCHelp@bydeluxe.com , with your account number and the titles of keys you need gets dealt with reasonably fast, as long as you have a legit booking. "Reasonably" means an hour or less during business hours. It may be the best we can hope for.

[Carsten Kurz]

Mike - why do you receive KDMs to your personal mail account? And even if you do - why don't you just create a mail forward filter to a different mail account?

When we went digital, we immediately set up two different mail accounts with two different providers for KDM mails only. None of them is a personal account. Deluxe will happily set up multiple receiver email addresses for your account. Just create a new free GMAIL account, or whatever is available easily in your part of the world.