Logged out of RS250; cannot login (user unknown) - Any known issues?

Support
#1

Hi,

About 9 hours ago, I started experiencing issues with my Rose RS250. It seems I got logged out for whatever reason and cannot login again. The dialog keeps telling me ‘Lid niet bekend’ (member not known / user not known).

Are there any central issues going on? Will it come back by itself or do I have to take action?

KR,
Jasper

#2

Hello, Rose Support? Can I please get an update how to proceed? Is there a technical issue with your identity server or is there a problem on my end?

#3

Hello Rose Support,

I hope there’s someone around to help out? It’s been awefully quiet here…

Some additional information. It looks like my account somehow got deleted. My username is no longer in use and my email address is not known. Nonetheless, when looking up my ID via the Rose ID search function, it reports back my correct email address.
Creating a new login on a secondary email address works, but is not a proper solution, since all my settings and favorites are connected to my old account.

Please look into this situation and restore my account. Or tell me how to fix it myself.

KR,
Jasper

#4

@Jasper
We are sorry for the delay in replying to your message.
Could you please provide your device’s Rose ID, OS version, and login ID/Password by replying to the email address below? We will check the details and contact you shortly.

Email: shim1691@citech.kr

#5

@Rose_love,

Thank you for your reply. I’m quite addicted to my Rose, so currently experiencing withdrawal effects :wink:

I’ve sent you the requested information via the provided email address. Looking forward to the resolution of the issue and learning about what caused it in the first place.

Kind regards,
Jasper

#6

@Jasper
Thank you for your email.
I will review it and get back to you with a comment

#7

Hi Rose and hi community members,

I do sometimes read frustrated messages on this forum. And although there’s always an option to improve, my experiences are quite different.

In this case, it took a bit of time to pick-up my support request, but once done, it was resolved in very short notice. My account has been restored, no information lost. It remains unclear to me what happened that caused the issue, but resolution was swift and proper.

@Rose_love: thanks for your swift and helpful resolution. Thumbs up!

KR,
Jasper