Experiencing challenges while attempting to log in to your account? Worry not; we're here to lend a helping hand. Login issues can arise for various reasons, such as inaccurate username or password inputs. In some rare instances, it might also be due to your firewall obstructing access.
Before we delve into troubleshooting, remember that unless your email address was set as your username, you cannot log in or reset your password using your email address. If you're uncertain about your password, follow these steps to reset it:
Resetting Your Password
To reset your password:
Click on "Forgot Your Password?"
Enter your username
Click on "Request Reset" and email will be sent to you to reset your password
If you do not see the email show up within 1 minute or so, please check your spam or junk folders.
Additional Tips
Double-Check Username: Ensure you are using the correct username. Please bear in mind that unless your email address was designated as your username, logging in using your email address is not possible.
Caps Lock: Passwords are case-sensitive, so double-check whether your Caps Lock key is on or off when entering your password.
Browser Autofill: Sometimes, your browser may autofill old or incorrect passwords. Manually type in your new password to avoid this.
Password Managers: If you use a password manager, make sure it's not auto-filling incorrect credentials.
Consider Manual Entry for Passwords Instead of Copy-Paste: If you are copy and pasting the password into the browser, you may want to try manually entering it instead to ensure accuracy and avoid any autofill issues
Clear Browser Cache: Clear your browser's cache and cookies to eliminate any stored login data that might be causing issues.
Not sure how? See our guide to Resetting Browser Cookies and Cache
Contact Support: If you continue to encounter problems after following these steps, please contact our support team for further assistance. They can help you resolve more complex account-related issues.
Testing Access to Our API
Additionally, if you are still experiencing login errors, it's possible that a firewall setting is blocking access to our API, which can affect your ability to log in or use our services. Here's how to test if our API is blocked:
Web Portal Access: To test access to our API from the web portal, visit https://api.cloudcovermusic.com.
Mobile App Access: If you're having trouble with logging into the mobile app, test access using https://api3.cloudcovermusic.com. If testing from a mobile device please make sure to turn cellular data off during the test.
If access to our API is not blocked, you should see a response similar to this:
{"name":"Cloud Cover Music API","version":"x.x.x"}
Seeing this response confirms that your access to our API is not restricted. If you encounter any issues during this test or receive an error message, it's advisable to contact your IT department or our support team with these details to further investigate and resolve the issue.
If it's determined our API is blocked your IT team can refer to our Firewall, Proxy and Content Filter Configurations guide for a comprehensive list of necessary URLs to include in your firewall's allow list."
We hope this guide assists you in regaining access to your account. If you face any additional challenges, please do not hesitate to reach out to our support team. Your satisfaction is of utmost importance to us, and we are here to provide assistance at every step!