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New Member
Posts: 2
Registered: ‎10-15-2019

Can't sign in or reset the password

Hey,

 

I kept getting "Sorry, something went wrong. Please try again." when I tried to either sign in or reset the password. It worked on Edge but it for some reason didn't work on Chrome (ver. 77.0.3865.120). I cleared cookies and browser history, reset Chrome settings and rebooted my computer -- none of them worked.

 

I read other posts saying I could change security settings -- but IIRC that's an IE specific setting.

 

I will appreciate any kind of help here. Thanks.

Posts: 403
Topics: 32
Kudos: 58
Solutions: 19
Registered: ‎07-23-2018

Re: Can't sign in or reset the password

Hi there, ttanxu!

 

Thanks for checking in with us here on the Best Buy Forums. Being able to access your account certainly makes online shopping much easier, and we’d want you to have access to place orders and manage your purchase history effectively. I am sorry you are having troubles. There are a few troubleshooting tips you can try, and our team will be glad to look further into this concern, in the event the steps below do not prove to be successful.

 

1. Log out of all BestBuy.com sessions, including any mobile apps and mobile browsers

2. Clear your browsing data 

3. Restart your browser 

4. Ensure you are:

 - Using a common browser

 - Are using a private network 

 - Are not on a VPN

 - Are not using a hosting service

 - Any ad blockers are turned off

5. Attempt to login, resetting your password as necessary, and manually entering password rather than any saved password

 

Once you’ve followed these steps, if you find you are still experiencing issues, please let us know! 

 

Kind regards,

Sarah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎10-15-2019

Re: Can't sign in or reset the password

Hey Sarah,

 

I can't log out the session I signed in in the office, but other than that I did all you mentioned and unfortunately I still can't sign in to Best Buy website on Chrome.

 

As for conditions in #4 points, I tried another Chrome of the same version (same version number on a different Windows) in the same network setup, which is my wife's laptop and worked. I am not on a VPN or using any hosting service. I tried with all extensions disabled just in case and still no luck.

 

Not sure what I could give to further debug this issue. Is it possible it's because I'm using Chrome & Windows in Simplified Chinese? The login process failed after 1 cia-email and 2 cia-user-activity connections and all of them were of status 200 OK.

Posts: 403
Topics: 32
Kudos: 58
Solutions: 19
Registered: ‎07-23-2018

Re: Can't sign in or reset the password

Good Morning, ttanxu.

 

Thanks for the update, although I am sorry to hear those steps did not prove to be successful. If you’re able to login on your wife’s computer, and you are also not having issues when using Edge, there may be a setting or Chrome that is resulting in this error. It would be difficult to determine what was causing this, but our Geek Squad Agents would be glad to see if they can provide some insight. I’d recommend making an in-store reservation at a store near you, which will allow our Geek Squad Agents the opportunity to determine what might be going wrong. If we can offer support with anything else from this platform, please feel free to let us know! 

 

Kind regards, 

 

Sarah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 1
Registered: ‎11-23-2019

Re: Can't sign in or reset the password

Just wanted to say thank you.  I was having the same problem on my wifes Samsung A50, but after reading your thread and changing the system language from Japanese to English and reopening the app I could login without any issues.