Canon ID login problems

[djmccann3]

Hello,

Before posting, I did a quick search to see if anyone else was having this same problem. I did see a couple other similar discussions, but not quite the same issue I'm seeing, so I thought I'd try making a new discussion about my issue specifically.

I am unable to log in with my Canon ID. I don't know how long this has been going on, as I don't use it a whole lot, but I attempted to use my Camera Connect app on my phone this weekend and it appears that my previous login session had expired, because I was promoted to log back in. Upon attempting to do so, I was shown a message "We have locked your Canon ID account. To unlock it you will need to contact customer support." However, the link to "customer support" just loops me back to the generic Canon website, and all of the support options appear to be product-based rather than anything pertaining to unlocking my account.

Attempting to make sure it wasn't something I was doing wrong, I tried another password, and instead received a different message stating, "Your email or password is incorrect." I didn't get that with my first password attempt, so I'm pretty certain my login credentials are accurate.

Eventually, via some random online searching, I was able to locate a Canon ID FAQ page, and this page indicated that a locked account may have been due to excessive failed login attempts, and that the solution is to reset my password. But when I enter my email and attempt to do that, I never receive an email with any further instructions. I have attempted this 3 times over the past 3 days, and still no email. I have triple-checked the email I've entered, and I've checked my spam folder as well. All to no avail.

Lastly, I have attempted to make a new account, but then I get a message indicating my email is already in use with a Canon account, and to log in using that account instead.

Obviously, I need to reach out to someone, but I can't figure out who to attempt to contact for this sort of issue. All the support links and pages seem to loop back to the same list of options, and not one of the support options I can find indicate that they would have anything at all to do with assisting with this account. It's all product support or repairs, orders, etc. Where do I begin to find help with this issue?

[shadowsports]

Canon Support 1-800-652-2666

[Kgrinds1220]

I am having the exact issue. After taking pictures at 2 events I cant use the app

[vitadpradith]

I am also having this issue and unable to access my CPS acct.  I called up Canon Support last week and they mentioned that it's a problem related to our CanonID accounts.  They mentioned that they were working on it, but no timeframe was given.

[djmccann3]

Just to keep anyone following this thread apprised of my situation, on October 7th I called the number that shadowsports gave me above. I did speak to someone, and I was told they would "escalate my issue" and that someone would reach out within a couple of days. This was 8 days ago now. I'm still locked out of my account, I still cannot reset my password, I still cannot create a new account with my existing email, and I've heard nothing back from Canon in over a week.

[ahlizered]

Oh my gosh. I am having the same issue but the word they used on me was "elevated." I cannot believe that a global company like Canon still haven't figured this out!  So frustrating and disappointing! 

[djmccann3]

UPDATE: I wanted to let you know that I was just getting ready to call again today when I tried logging in once more for good measure and... Well, everything is back to working order.

I have no suggestions for a fix. I don't know what happened behind the scenes. I don't know if this was related to my call (12 days ago!), or if it was just a bug that was patched on their end. In any case, I'm able to access my account again. So if you've been having the same issue, give the log-in another shot and see if it's fixed for you as well. Otherwise, maybe just call that number shadowsports gave me above and expect to wait almost 2 weeks for a fix?

[ezduzit94]

I tried the number SHADOWSPORTS recommended, and I tried 1-800-385-2155 (found on website)  All I get is a robot telling me I need a product number so she can connect me the right agent.  I have tried several times but cannot get thru to a human.
I've tried logging to thru apple, google. and facebook with no success.  I've changed my password several times with no success.  
It's a little disconcerting that all the equipment I have registered and the caremark policies I have purchased are floating somewhere in the netherworld.  And it's annoying that Canon does not offer an option that directs the caller to an "general purpose" human.