Unable to log in (either network issue or incorrect password from ALAN) #96820

https://thebrain.zendesk.com/agent/tickets/96820

Hello Alan,

Thank you for following up and for sharing the additional details and log file.

From our side, there are two possible causes we’re considering:

1. Incorrect login credentials – The message you’re receiving (“account-password combination is incorrect”) typically means that either the email or password entered isn’t being accepted.
2. Network-related issues – That said, we did spot one item in your log file that may suggest a connection problem between your office PC and our servers.

If you are absolutely sure you're entering the correct credentials and this issue only occurs at the office, it's likely that something in your office network environment (such as a firewall or proxy setting) is preventing the connection to our servers at api.thebrain.com.

If possible, please check with your IT team to see if this domain can be whitelisted. That should allow TheBrain to connect and complete the login process.

Also, just to clarify: were you ever able to log in from your office PC before, or is this the first time trying from that location? That context might help us narrow this down further.

Let us know what you find, and we’ll continue assisting from there.

Best regards,

John