Email or passwored change (gcm: tag doesn’t match)

General Discussion Account
1

Hello there,

I’m experiencing a problem changing my email address.
I enter the new adress in the “My Account” section after I logged in .
I get the first mail to the old adress and confirm it.
I get the second mail to the new adress and confirm it.
I get to the step where I enter the password and click on submit.
Just nothing happens, no matter what time I wait. It doesn’t take me further on. I also tried doing so with Firefox and Google Chrome, so its not a browserproblem.
Though, when trying to “reset” my password for the new mailadress it says there is a tranferring pending. So the system has the infos, just doesn’t seem to process it further on.
Additionally, since I tried changing the mail first, my TS profile can’t be completely loaded in TS, resulting in me sometimes havings no favourite servers, nor right on’em a.s.o.
When I contacted support on it, I was directed to this forum, so here we are.

I’d highly appreciate some kind of solution here.

Best regards
Kio Boid

1 Like
33

I took us ages and this topic came up at least twice in a week and we absolutely had no clue.
But now we found out why this happens.

We assume very old client versions are used for these accounts.

Years ago (yes more than 5 years) the encryption was updated and the website requires that new encryption and fails because old clients still use the outdated encryption.

Solution:

  • Download and use the latest client:
    TS6 or TS 3.6.2
  • Login into that client
Be aware that this step may require your Recovery key!
So you might get your backup or create one in Client's account settings 
before installing the latest client.
  • Try again to change email or password

If above did not help go on with following

  • Change the password in the mentioned clients (to a different password)
  • Change your email if this was the initial problem
    ** Change the password back if you like

User @MaCzO found another possible solution:

11 Likes
38

The client is the software to encrypt your account data.
It’s also to update the encryption on your account data in case encryption was done with old client and never was updated. That’s why you needed a newer client.

What you could try is to change the password in the client itself (it must be a different password then the current one). This updates the encryption again.
Then try to change the email on the website and change password back if you like.

That’s the only idea I got without looking into the account to see which encryption version your account has. I will do that after the downtime tomorrow.

5 Likes