Error 403 while logging on to the client, but can log on to website with the same credentials

[jakis tam]

Dear Support,

I keep getting error 403 while trying to log on to the Remotly client, together with question "Did you forget your password?".
But I have not forgotten my password, because I use the same as to the website, where I can log on.
Already reset password to new and still the same. I use password manager, so I copy/paste the password, no typo possible.

Please help.

Thank you in advance.

 

[mirillis]

Hi jakis tam,

Do you have access to a mobile device with Android? If yes, can you try to login using Remotly mobile app?
Please do try to enter the password manually at least once.
99.99% of users having this error are in fact making a typo.

 

[jakis tam]

99.99% of users having this error are in fact making a typo.

Hi mirillis,
Well, I was the one 0.01% who had not made a typo.
I found a solution: Remotly client accepts only letters and numbers, while the website accepts also special characters.
That's why even though I was using password from website, the client had not accepted it.
After simplifying the password to letters and numbers only - it worked.

The app is complex and has advanced features. That's good. Maybe it would be also a good idea to allow using special characters in the in-app password?
Kind regards.

 

[mirillis]

I personally have special characters in my password and it works :/
Can you let us know what special characters were present in your previous password which did not work?
It's a big bug if there is some special character that does not work and we need to fix this ASAP.

Thanks!

 

[jakis tam]

I personally have special characters in my password and it works :/
Can you let us know what special characters were present in your previous password which did not work?
It's a big bug if there is some special character that does not work and we need to fix this ASAP.

Thanks!

It is not possible for me to recreate my previously used password, as I use password manager, and it has replaced the previous ones and the previous passwords had not been visible to me, I just copied and pasted them. I can however show you which characters collections were in use previously to generate them (those highlighted in green on the attached screenshot). I hope that helps.

Edit: please click on the screenshot thumbnail, as there is more on the complete, full size picture, than on the picture preview.

Kind regards.

 

[mirillis]

Thank you! We will check which character is problematic. All of them should work.