Can't Sign On to Long-Term Account

G Says email address doesn't exist - Ads are Running!

[Ozdachs]

When I tried to sign on to a small account (@$25/month) this morning, I was rejected. I tried on a couple PC's and used the username/password combinations which had been stored in the browser. When that didn't work, I manually entered the username/passord. That didn't work either.

I finally clicked on forgot password, and entered the email address. The system said "User #*$!@#*$!.com not found."

The account has been active since 2003 and last updated this August 31. I have not changed the username/password and Adwords support have written to me at this address before.

When I search on a keyword phrase in G, our ads come up!

I've written support, and checked here for a few screens to see if anyone else has had this problem. No ideas so far.

[AdWordsAdvisor]

I've written support, and checked here for a few screens to see if anyone else has had this problem. No ideas so far.

ozdachs, writing to support is exactly the right thing to do - they'll certainly be able to help you get to the bottom of things.

One quick note, based on many similar cases that I've dealt with in the past:

While the email address which you enter is not case sensitive, the password is case sensitive. So be sure to check that your 'caps lock' lock key is off, when typing the password.

I've talk with many an advertiser who hit 'caps lock' by accident, while trying to tab down from the email to the password field - which will result in a failed login.

One other thought: if there's anyone who has access to the account other than yourself, make sure that they haven't changed either the email address or password, and then forgotten to tell you.

AWA

[Ozdachs]

Thanks for the reply.

I originally used a stored username/password that worked in the past, so I don't think the caps made a difference. When I manually entered the info, 'cause the stored data didn't work, I tried both caps and lowercase, so....

And, no, no one else uses the account or has the account information. So... I guess I'll see what support says!

(I posted here mainly to see if there was a wider problem. So far it looks like it's just me. Given that, even I think I must be doing something wrong... but, I cannot figure it out yet!)

[AdWordsAdvisor]

Ozdachs, one more quick suggestion before I run to a series of meetings...

If your computer has been running forever (or even it hasn't been) try rebooting. Then open a fresh browser, and go to adwords.google.com to login, rather than getting to a login page from a bookmark (or some other 'cached' means).

There's a fair chance this will do the trick for you. I hope so!

AWA