What has happened?
Our most recent security upgrade has resulted in some customers not being able to access the Extranet with what they think is their existing username and password. The username and password have not been changed; what has changed is how you now have to enter them. Previously, only the password was case sensitive, but now we have extended this to the username as well.
Why have we done this?
We all often use the same or similar usernames and passwords for the many online resources we use on a day-to-day basis, so in some cases it will be quite simple for an unauthorised user to guess what our login details will be. By making both the username and password case sensitive, the unauthorised user will now have to know which letters are in capitals and which letters are in lower case, which is more difficult to predict.
What does this mean for you?
Unless both the username and password are entered in the correct case, you will receive an error message saying that your username and password are incorrect and you will not allowed access to the Extranet.
When you registered on the Extranet, the confirmation email you received will have shown the username and password in the correct case – exactly how it should be entered.
For example, this login will work:
This login won't work:
What should I do if it happens to me?
You can either use the Contact Support function on the login page of the Extranet or send an email to firstname.lastname@example.org requesting that your login be reset. We will reset the login and email you back to confirm. PLEASE DO NOT CONTACT A-PLANT’S WARRINGTON HEAD OFFICE BY PHONE. For security reasons unless we know for sure that we’re talking to the registered user on the phone then we are not allowed to reset passwords over the phone.
Whichever method you use, we will need the following information as a minimum:
- Account Number
- Company Name
- Name of User
- User's Email Address
As a result of the security upgrade we are experiencing a higher volume of Extranet login reset requests than normal. We are resolving as many of these as possible on the same day but at this busy time please allow 24 hours for Extranet logins to be reset.
If you need any further information or advice then do not hesitate to get in touch. You can email us at email@example.com or contact your local A-Plant Sales Executive.
The A-Plant Extranet Team