Issues with Client Account Creation and Password Reset Requests

I'm trying to create an account and sign in for one of our clients, but it looks like they already created an account with email nextgen@alphacustcare.com. Can we change the password even if that's not our email? We tried setting up a forwarding service for that email but it's not working.

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Unfortunately, if you don't have access to the email address associated with the account (nextgen@alphacustcare.com), we cannot help you reset or change the password. This is a security measure to protect account access. The account's email address is used to verify ownership, and any password reset links must be sent to that email. Each user is responsible for maintaining access to their account information, including the email address associated with it. Since account communications and security verifications are sent to the registered email, without access to that email account, account recovery may not be possible. Please request a human agent's assistance to explore possible solutions for your specific situation.
Source: Clay: Terms of Service
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Thanks! We've reopened this thread. You can continue to add more detail directly in this thread.
Max H.
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Our client is trying to login to their account with the email I mentioned above but it's saying it's locked and they can't change the password. Can you remove the block please?
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Your account has been locked as part of our security measures to prevent spam usage of free trial credits. While I cannot directly remove the block, you'll need to request assistance from a human agent who can review your specific situation and help resolve this. Please explicitly ask for a human agent in this conversation to get help with unlocking the account.
Bo (.
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Just unlocked it—apologies for the inconvenience! We've seen increased spam on free trials, so we've tightened security measures as we grow. Thanks for your patience as we work to improve security!
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Max H.
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Thanks Bo. It seems it's still locked. Our client point of contact is in China. Does that have anything to do with it? Also, is there a way for Clay to send this client an email with the invoice for their plan to pay?
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Thanks! We've reopened this thread. You can continue to add more detail directly in this thread.
Bo (.
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Hey Max,
I just unblocked it again. Can you check if it's working now?
Regarding the invoice, they'll need to go into their account and upgrade themselves manually.
Let me know if that works!
Max H.
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Thanks! Should they be able to login from China?
Bo (.
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Yes absolutely!
One thing we don't allow is multiple accounts. If you're trying to create an account for a company, it's better to have them create it and then add you as a user. Multiple accounts always get flagged and blocked.
Let me know if you need anything else!
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