Problem Changing Account Password

[baer63]

Hi,
I used to upload files to my webspace using FTP. It has always worked. Did not use it in a while, though. I had problems today logging in via FTP because my password (for the special ftp account linked to the X10 account) was not recognized. I was confused because I know my password. I login to cPanel at least every 2 weeks.
So I logged in to cPanel - which was successful. I then tried to change my current password using the "Account Settings". I provided the same password as the "current password" which I had used to successfully login to cPanel ... yet I could not change the password because the system said that my input provided as "current password" was invalid.
To sum it up:

1. I can successfully login to cPanel via https://www.x10hosting.com/sso/login
2. I cannot change my account password because the same password used successfully in [1] is rejected at https://level.x10hosting.com:2083/cpsess2147404211/frontend/x10x3/index.live.php?c=settings&m=index
3. I also cannot login to my website via ftp (using the account username), same problem, password is rejected
4. My password contains a "&" character - is this possibly the problem? At least in the past that seemed to be ok.
5. How can I change my account password if I cannot enter the current password because it is rejected?

Thanks for your help!

 

[baer63]

Update:
I tried to send myself a password reset. The link I received in the email does not work and takes me right back to the standard login screen. I've been digging around in this forum a bit and from the posts I can tell that this is not a new problem ... I saw posts as far back as Sep 2013. Is it really THAT hard to fix basic problems?
So ... what am I supposed to do?

 

[Bryon]

I am looking into this trouble in effort to have it resolved as soon as possible, please standby.

 

[Bryon]

Hi baer, the issue should be resolved. I've testing the password reset functionality on your account and it was successful (with a testing password that I applied). I reverted the change, so your original password should work for you again now to access cPanel. Please try to the password update again and let me know how it goes. Can you also please forward the password reset email that you received, that was not working, to support@x10hosting.com?

Thank you.

 

[baer63]

Hi baer, the issue should be resolved. I've testing the password reset functionality on your account and it was successful (with a testing password that I applied). I reverted the change, so your original password should work for you again now to access cPanel. Please try to the password update again and let me know how it goes. Can you also please forward the password reset email that you received, that was not working, to support@x10hosting.com?

Thank you.

Hi Bryon,

Ok, I was able to get everything working again. This is what happened after I got notified of your post via email:

1. I tried to login to the forums, but my forum password obviously was messed up. It was not the password it was this morning and it also was not my account password. So I pretended to have "forgotten my password", got the email with the new assigned password and then reassigned "my password". So forum access is working again.
2. Tried to login to my account - worked, using my original password. Then I tried to change my password, which still did NOT work (maybe because my original password contained a "&" character?).
3. So for the account too I pretended to have forgotten my password. Got an email. And finally I could change my account password! And after that, I was also able to connect via FTP! Hoorah! I am now using an account password without an "&" character.
   
4. I still have the original "account password reset email" dated 01/04/14 which did not work - I'll forward it to the address you provided.

Thanks for setting this straight!

Baer.