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ClaveMan

my.malwarebytes.com denies correct password because of new restrictions

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I haven't logged into my.malwarebytes.com in a while.  Today I needed to.

It appears the web app designers have changed the Sign In  process and a major bug is present.

Note: "Sign In" is not the same as "Sign Up" (creating a User ID with new password).

I am being told my password is invalid (when I am just logging in!)

  1. Navigate my browser (any browser Mac or PC)
  2. Go to https://my.malwarebytes.com/en/login
  3. Make sure the "Sign In" form is active.
  4. Under Email, I enter my email address associated with this account
  5. Tab into the Password text box and paste my password
    1. Password is a 20 char string made up of lower case and upper case letters.
  6. Denied Login.  Must contain at least 8 characters, 1 uppercase, 1 lowercase, 1 number and 1 special character (ex: !@#$%^) 

malwarebytes_login_bug.png

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Posted (edited)

Hi,

On the My Account page,

use the blue "Forgot password" link.

Then wait to receive an Email so that you have the means to Reset the password ( for that Myaccount).

Hopefully this will provide you the means to change the password.

.

If you get stuck, or cannot make progress, then

Please go to this link   https://support.malwarebytes.com/community/contactsupport/pages/home-support

Provide the detail and submit the ticket.

Do scroll down to the section “Create Ticket”.

Please double check that you supply a valid / properly spelled & correct Email  ( hopefully the same one you used at the time or original purchase).

On the line “How can we help you”

Be sure to Select "I have a question about the My Account portal".

p.s.  Support can also assist you on the password reset.

H T H

Edited by Maurice Naggar

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If you’re copy & pasting make sure there’s no space at the beginning or end of the password.

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They'll be a lot of these requests.  They changed the restrictions.  I had to change mine today too.

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I guess I see this issue for what it is since I work on web apps.

There is no reason to check the strength of my password unless I am changing the password or creating an account.

(I am just signing in -- not changing my password)

I have informed Malwarebytes of this bug.  

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From a security perspective I can understand why they made the change.  The entire purpose of stricter password requirements is to reduce the probability of customer accounts getting hacked so it applies to all accounts, including existing ones which may have weaker passwords.  That said, I would prefer a better implementation where it notifies the user upon logging in that they are required to change their password and simply force them to create a stronger password that adheres to the new requirements when they do.  I've seen other sites and applications do it this way and it worked well.  I will suggest this to the team to help avoid all these issues and confusion over the new standards and hopefully they will be able to make it happen.

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