Camera connect app, unable to sign in

[hereford1]

I took some pictures with my EOS R100 and when I clicked on the camera connect app on my android phone it appeared that i was signed out of the app, this hasn't happened before. I agreed to the terms and conditions and tried to sign in and it said there was an error in my email or password. I clicked on 'need a new password', then reset password. It says an email was sent and to check my spam folder, but I don't get a password reset email. 

I have uninstalled the app, restarted my phone and tried to sign in multiple times and nothing works.

[hereford1]

I went to the Canon home page and was able to sign in with my email and password that gets the error message on the app that my email or password is incorrect. I assume that since I can sign on the Canon home page that the problem is with the camera connect app and not my logon info.

[shadowsports]

Greetings,

Are you able to log in via a web browser?  On a PC or other device/  

Canon ID

**Also, we had a user this week who had a VPN enabled on his mobile device which kept him from logging in to CanonID in the CC App.

[hereford1]

I logged on to the Canon home page on my PC with the same email and password that has the error message that one or the other is not correct on my android phone.

[shadowsports]

Hi,

The username and password for your Canon ID can be different from the credentials used for the Canon USA website (store) - MyCanon Acct, and the Canon Community.  Is it possible yours are set differently and using different credentials?  Mine are different.

[hereford1]

No, they are the same because I wrote it down when I bought the camera, created a mycanon acct and downloaded the app on my phone. I did create a new one for the canon community. 

When I logon to the app on my phone and get the error message and click on the reset password it doesn't send me an email that I can use to reset the password.

[stevet1]

I had the same kind of question. I got a notice that the Canon Camera Connect had been updated. I updated it, and when I went to open it, it said I needed a Canon ID.

Is this different from the the username and password I used to create my Canon Account to register my equipment and download software and manuals, etc.?

Steve Thomas

[hereford1]

My camera connect app worked on mar 27th but didn't on apr 7th. As I said in the previous post I used the same username for the app and canon acct when I bought the camera last july. 

The question is why did the app log me out and why doesn't the app send me an email to reset my password when I click on the send password reset info to my email?

[Hazel_T]

Hi hereford1,

I'm sorry to hear you aren't receiving the password reset emails through the app. The Canon Camera Connect app can log you out if the app has been inactive for awhile and sometimes it can get logged out when the app is updated.

The password reset should be going to the email used to set up your account. Sometimes it can take a few minutes for the email to show in your account, and sometimes it can go into spam or promotion folders in your email. If you still aren't seeing it the other option would be to bring up our website HERE on your computer, click to sign in on your account, and try the Forgot Password option there. Sometimes email account can receive the password reset when it is sent through the website, but not when it is sent through the app.

[hereford1]

Hazel_T  I used the app on my phone on mar 27th and when I clicked on it on apr 7th it didn't work. I also deleted the app from my phone three times and redownloaded it, but still couldn't get it to work. The website link you provided is the same one I was able to logon to on apr 8th and 9th with the same email & password that doesn't work on the app. Why would I reset the password on the website when it works? Are the passwords on the app and website linked?