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Password problems

Rosie Mod

Hi all

The moderation team are aware that many Online Community members have been unable to access their accounts or reset their passwords since the platform upgrade. Our technical support team is working hard behind the scenes to try to fix this as quickly as possible.

We are also aware that the automatic spam filtering software is incorrectly targeting many posts as spam. Members are also receiving notifications saying their perfectly acceptable posts have been flagged as "abusive". This is an automatic notification caused by over-sensitive software. We will be working to improve these aspects of the Online Community filtering software and improving the notification messaging as soon as possible. 

We would like to apologise for the distress and frustration this has caused and reassure all members that these are linked to initial technical challenges associated with the launch of the new platform software.

Please continue to email CommunityManager@nas.org.uk to alert us to what issues you are having. As you may expect, we are receiving a high number of emails, and we will get back to you as soon as possible during office hours. We are a very small team and appreciate your understanding and patience. 

Many thanks,

The Moderation Team

  • *UPDATE*

    We are so sorry that many Online Community members are still blocked from accessing their accounts or from resetting their passwords, even when sent a password reset email manually by a moderator. The cause of these problems is still being investigated by the technical support team. We are very concerned that many people who would benefit from being able to post here are being prevented from doing so. We also know that many members are receiving unwanted notifications by email, as they have not been able to log in and change the default notification settings.

    Therefore, we have arranged a temporary fix for the password problems. Please click here and add the email address linked to your Online Community account if you want us to send you a temporary password through an encrypted email. Please note: until the password reset function is fully restored, you won’t be able to change this temporary password right away. Any temporary password emails we send will be deleted from our records right after.

    Thank you for being so understanding as we work through these setup issues.

    Many thanks

    Sharon Mod