I received a renewal notice and I’m trying to log into my account, but the login screen is saying that my username or password is wrong. I’ve requested to reset the password several times now over the past two hours and have not received any emails (I checked my spam as well).
Tried Chat. With no response after 20 minutes of waiting decided to end it.
Can you help me?
Sorry for the inconvenience. Could you please share the email address you used to purchase the paid plan? This will help us track down the problem.
Thanks for the details. We are investigating this issue. You’ll be notified as soon as there’s any update.
Still waiting for a response to this.
We’ve checked email notifications and password resets on multiple test accounts.
Also tested on a fresh account:
Everything seems to be working fine.
Could you please share screenshots or videos of the errors you are encountering so we can identify the root cause?
Figured it out… it’s because I was using the link to the first search result for “Aspose” that comes up when using Bing search (default for Edge)…
image.png (80.5 KB)
Which took me to here… Convert A File Word, PDF, JPG Online
which apparently has a different login for Aspose that my credentials are not valid for. Also assume that is why I never received any emails when trying to reset my password.
Glad I figured it out.
That is a classic troubleshooting moment! Good on you for figuring out the root cause.
It sounds like a really common issue where Google/Bing search results can lead users to different sub-domains or service-specific logins that aren’t tied to the main account system. Since the renewal notice comes from the proper domain, clicking that misleading search link is exactly why the password resets failed—the emails went to the wrong system.
Glad you solved it and saved yourself more headaches! It’s always a good reminder to bookmark the main login page!