Listen, we all forget passwords. I’m forgetting one right now. And while common sense dictates that we, you know, write them down somewhere (Evernote’s pretty nice for this; at least until you forget your password for that is ‘allofmypasswords101’), login-loss is bound to happen to the best of us.
Online businesses are well aware, hence the handy ‘forgot your password?’ feature leering at our guilty dunce caps from every login screen known to man. Marvel.com is no different, offering a quick option to reset your password when you go to login and find that you can’t.
The only difference? Marvel’s password reset… it doesn’t always work. If you’re having this issue yourself, here’s what you need to know.
The link above will take you to a comment left on Comic Book Herald from a relatively new Marvel Unlimited subscriber unable to reset his password. We’ll call him “Andrew” mostly because that’s his name.
What follows is Andrew’s story. It is filled with terror and woe, and ultimately triumph (see also: a new password). Big thanks to Andrew for letting me share this.
The Secret to Resetting Your Marvel Sign In
MY PASSWORD HAS BEEN RESET AND I CAN GET TO THE COMICS!
Yesterday, I worked out where the link to the feedback/support form on the Marvel website is. First you have to follow the Help/Customer Service link at the bottom of the page, and then the Contact Us link, which is right at the bottom of the sidebar menu (so you have to scroll past quite a bit of white space to find it). To get to the form you have to first select which part of the site you are having a problem with (Marvel Unlimited) and then the type of problem you are having. Don’t select ‘I forgot my username or password’ as this will end up with you receiving another email with no password in it. The second time around I chose ‘Trouble subscribing’ which got me to the form.
A few hours later I had an email from them stating that my password had been reset and I was finally able to login. Even then changing the temporary password they had given me proved to be a bit of a challenge. I cannot find anywhere in the apps (the standard app or the unlimited one) where you can do this. I eventually found out how to get to my account details on the website, which was made more difficult by the fact that the drop down member’s menu at the top of the page does not seem to work on my tablet.
I want to be clear about the steps I took in getting to where I am now so you have all of the information:
After registering I sent an email to email@example.com. Having re-read this it wasn’t the clearest email I could have written (in my defense it was 1 a.m. when I wrote it) but my email address was there so they could have replied.
The next day (technically later the same day I guess) I sent an email to MarvelDigital@sunbeltfs.com. This one included my order number, email address and user name.
The message sent via the website was basically the same as the second email, including the same details.
So, sorry for the long email, but I feel strongly about this and I guess you do too. I think the Unlimited service is a great deal and I am more than pleased that I can finally make use of it. But I am not impressed by the mechanics of the web site or the quality of customer support at this point. For a company of the size and profile of Marvel I really would have expected better.
So to Andrew, I again express a huge thanks for letting me publish this. If you’re having the same problem, hopefully this clears up some of the steps you can take. If not, or if you just want to sound off, do what feels right to you in the comments.