I am experiencing a technical issue when attempting to access the Ente app and service after successfully creating an account. Upon entering my registered email address and password, as well as the received six-digit verification code, I am encountering an error message indicating that my password is incorrect.
The password I have selected is 32 characters in length and comprises a combination of uppercase and lowercase letters, numbers, and various symbols.
I’ve sent two emails (one week apart) with logs to the support team, but I haven’t heard back from them. I also messaged them on X, but no response there either. It’s frustrating because I want to try their app and service, but it’s hard to trust someone with my data when they’re not responding to my messages.
They have a small team, are too busy or my messages got sorted into their Spam folder. Possible.
Nevertheless I still want to test the app and service. Has anyone else had this problem? If so, how did you fix it? Are there any known limitations on the password?
Testing on:
The version of the app is 0.9.58 (Google Playstore) on a Samsung S24 Ultra with One UI 6.1
Did you recently changed your password? If so I can recommend reinstalling or trying on the web interface. The local storage of ente does not check for the new password automatically. I have raised that issue with them before. If you cannot login on web.ente.io it is a different issue and you might have made a mistake.
Also the team is best reached on matrix (bridged with discord) or discord itself.
I haven’t tried the web version and will test that next. Thanks for the advice.
I have tried to create another account via their app and experience the same issue (I tested that before contacting them in the first place), so I don’t think it’s a user problem on my side.
@AcidDemon Can you share any logs from the network tab and console ? I am seeing someone with this issue for the first time and I’d encourage you to create a github discussion on ente-io/ente · Discussions · GitHub so the team can help.
@mngshm Yes, I have added the log which was suggested to be included when mailing them, but I doesn’t provide much information. You can see that the password was incorrect and at what stage this occurred.
I attempted to access my account through the web version (password out of a password manager), but I encountered the same login failure. I did not proceed to the recovery key stage.
Subsequently, I created a new account using a different email address through the web version without encountering any issues. I will inform them on GitHub about this matter.
Consider using https://privatebin.net/ in the future, which is recommended by PG here. The log file you uploaded isn’t accessible, and most people here (rightfully) won’t be willing to download a random file.
I’ll add that [@]vishnukvmd is part of the ente team, so if you feel it’s necessary you can try to reach him here.
@AcidDemon Just to confirm, are you using self hosting ente or are using the official public ente instance ? If later, I’ll let the Support team know about this issue and ask them them to check on next working day.
@AcidDemon the privatebin you shared got expired, can you please share with a longer expiry duration ? or maybe consider sharing it via katb.in (its good and secure), with respect to the community guidelines.
Please send us a email @ support@ente.io, probably the team missed your email or somehow it did not reach them.