J

1 Message

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70 Points

Tue, Sep 20, 2022 4:47 PM

Solved

Denied access to my account

Hi all,

I have been an IMDb member for many, many years, about 20 to be exact.

I just have upgraded to the latest iPhone and upon trying to log back in to my IMDb account it is requesting that I set a new password, even though I have supplied the correct credentials (the wrong credentials state they are incorrect).

I can only assume this change is because the password complexity requirement has changed, and my existing password doesn’t meet requirement. So far, no problem.

The problem I have is that the original email address I registered against my IMDb account no longer exists and hasn’t done for several years. This has never been an issue as my IMDb account still let me login fine; however now I am unable to complete this password reset as it will only email my original address which as stated no longer exists.

The app recommended that I contact customer services if I am unable to access my email address, there is hope I thought.

I have now done this but have been told that my email address cannot be updated against my account by customer services and all I can do is create a new account.

I have offered to verify my identity through any means necessary, but the response is the same.


I lost my dad on the 19th of March this year  who I watched films with regularly. The data in my account has a lot of sentimental value in terms how we rated movies together etc. I don’t expect many to understand this aspect unless you’ve lost someone and are grieving, but this is the reason I really must try to retain my account.
There’s nothing of monetary value at stake, it’s just pure sentimental value from an account spanning two decades.

It would mean so much to me not to lose any more links to my dad and retrieve my account to preserve it.

If anyone can offer any assistance I will truly be forever indebted.

Thanks in advance!

Vic

Employee

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148 Messages

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1.8K Points

16 d ago

Hello there @Jay456,

 

My name is Vic from IMDb Support, thank you for contacting us.

 

Please note that at this moment for the protection of our users, the forgotten password link can only be sent to the email registered to the IMDb account. I'm sorry for any inconvenience this causes if you no longer have access to the email registered to your account.

 

But please also note that we are working on a solution, please reach out again in a week or 2, to verify if a solution has been implemented to help you recover your account.

 

Please let me know if I can offer you any further assistance.