Since my account renewed, I’ve been unable to access builder. I can access my app as a user, but when I attempt to login to the backend, I never receive the PIN email.
I continue to receive email from other senders and verified that the email is not in my junk folder. I’ve even whitelisted the email address that sends the PIN, tried from a different browser and a different computer altogether, but nothing has worked.
I’ve been locked out for ~5 days and still waiting on feedback from support@glideapps.com
Hello @SMGCreative , I just notified the team at Glide about your issue.
Question:
- No need to share your email address here, but I’m curious: is the domain name of your email a personal domain (Gmail, Yahoo, Hotmail, …) or a non-personal domain?
- Are you on a paid plan, possibly Explorer or Maker?
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It’s a custom domain and I’m on the Maker plan
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Hi,
Support replied your ticket earlier today. Please note that these emails come from no-reply@auth.glideapps.com (not the appnotify.io address you have already whitelisted).
Perhaps the email to authenticate to the back end is different. The one that sends the PIN to users shows the one I sent to support. But I’ll whitelist them both just in case!
Confirming that no-reply@auth.glideapps.com is now whitelisted. I also whitelisted the domain (glideapps.com) and subdomain (auth.glideapps.com).
Also wanted to add that this account is not new. I’ve only started to experience this issue after renewal last week.
Thanks so much for your help!
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Silly question perhaps, but are you sure you are using the correct email to log into your Glide account?
Yes, I’m sure. But, I also thought of that and tested every email address I own. 
At this point, can someone just reset it? BTW, I don’t have a response to my support ticket in my inbox. So, perhaps something weird is going on there. What’s the best way to just update my credentials so that I can get back to work?
Apparently the support team did get back to you. Did you not receive their email? If you cannot communicate directly with support, that’s another issue in and of itself.
@SMGCreative
I will resend my request to support using a different email address. Although, I submitted my original request using the exact same email that my renewal invoice + receipt was sent to. This is the email address used to access builder.
Not sure why authentication and support are having issues with that inbox (if that is the issue).
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We have replied to the ticket — previously, your other email was returning a “550 - mailbox not available” error. Hopefully you receive the latest reply to the ticket at your new address.
I have not received any responses to the ticket. But I did send a subsequent reply to the support thread with screenshots to show that both of the email addresses that I’ve used to contact them are in working order.
I receive an email every time a new response is posted on this thread in Glide Communities.
However, I don’t receive any emails from support and I no longer receive PIN emails. Is it possible to arrange a call to troubleshoot this issue?
PS: The two emails I used to communicate with support have different mail hosts. Neither of them have received responses from support. Also, both were cc’d on the most recent email to support and both received the email just fine.
I received a message from your AI Agent. I will need assistance transferring ownership to the new gmail account created.
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