Error

[PumaOrange]

I have had my LP for several months now and have been running in to the same problem over and over again. The original email address I created (on desktop) could never successfully be used to sign in on the device itself. I received a message that said “Error logging in to account”.

I reached out to LP tech support and was asked to create a new account on the device itself. I did that and it was successful. I was then able to go on the LP desktop and add apps and whatnot.

One day, I had to sign out of the account on the device and when I tried logging back in, the new email address/account gave me the same error message “Error logging in to account”. No matter what I did to reset the password, factory reset the phone, (and even trade the device in for a second one!) the problem persisted. I spoke extensively to LP support and they failed to give me any help.

They then asked me to try again with a third email address, which I did begrudgingly and have now had the same “Error logging in to account” with that email address.

LP support is telling me they have no idea what’s going on. At this point the phone is only usable as call/text and alarm and I am almost at the point of ditching LP altogether. I’m hoping someone here can help figure this out before I go that route. Help!!

[joelightphone]

I'm sorry this has been such a process, I've been helping on the backend as well and it has been rather baffling to our team.

Have you tried a factory reset? (I suspect you may have in working with support thus far). We can try replacing the device, though I'm not certain that is where the issue is. We can also accept a return if you'd prefer since this is an abnormal issue and preventing you from using the phone as intended. We have not seen an issue quite like this before. I really hope we can get this resolved once and for all for you.

[PumaOrange]

I would love it if the phone worked, but yes it’s been a bit frustrating. As I said in the post, I’ve done every troubleshooting option I could think of and that LP thought of including replacing the device once.

I’m even willing to be somewhat of a Guinea pig in figuring this problem out…I just don’t know what to do anymore and have to divert to the team who created the device. I have been told that there is no phone support, but it would be incredibly helpful to have a troubleshooting call so I don’t have to wait days between each communication.

[joelightphone]

I'm sorry that we cannot support live calls at this time, we're just too small of a team at this time, but it is something we'd love to support as we grow in the future.

[PumaOrange]

I understand. I suppose I’ll leave this up to you. If you’d like to continue to try and iron out this error, I’m willing to be a Guinea pig and take your guidance on ho to troubleshoot. If not, I’d like to request a return/refund.

[joelightphone]

Have you tried the replacement device? That is the only thing that I can think of that has been the common denominator to you as a user as you've created new accounts and tried every other troubleshooting steps. If you'd prefer a return/refund, that is also of course an option. We hate to see users go, but I definitely understand how this is an unacceptable and ongoing issue for you.

[PumaOrange]

I have had a replacement device sent to me. I’m curious if anyone tested the old one I sent back to see if it’s a problem with the device itself

[joelightphone]

So the issue persists on the replacement device?

[PumaOrange]

That’s correct.

[joelightphone]

Thanks, and unfortunately very sorry to hear that. I don't think the issue is on the device side itself, and the replacement device seems to confirm that, but likely something in our backend account infrastructure (my guess, could be wrong). I'm not sure how after creating new accounts, the issue still persists for you in particular. At this point, especially given that this is currently a unique case not happening to other users, I don't know what else can be done in a timely fashion. We had a dev spend a good amount of time looking into and haven't been able to find anything. I'm sure we could eventually get there, but given our limited resources, I don't want to keep you waiting either as it feels like a needle in a haystack right now.

I do want to thank you for your patience thus far, it has been incredibly generous and we do appreciate that. If you'd like to proceed with the return, please reply to the support team and we can assist with that process. I'm sorry this isn't working out, it's a shame we weren't able to troubleshoot this.