Contributor ⭐⭐

Can't log in because MOVING LETTERS don't appear!!!

Forum|Forum|1 year ago
March 10, 2025
13 replies
3380 views

While watching videos to garner some points, I keep getting a message that my account cannot be located, so I need to sign in again. This happens over & over. Since yesterday, I can't even log in again because the verifying moving letters don't appear at all. This is extremely annoying! I don't understand why suddenly and repeatedly my account can't be located, when just a moment before I was signed in. And now there's no way to get signed in!!!!!!!!!!!!!!

Howdigit65Author

Contributor ⭐⭐

Occasionally I do get the moving letters, but even after signing in, it will happen again in a few minutes that my account can't be located!

CaprineGirl

papawofboo

Community Champion ⭐

I had that problem. Went on for a few days, then it was time for me to shut down my computer and when I came back to aarp the next day the letters appeared. Don't see how that could solve the problem, most likely they aren't connected but it's worth a shot.

Papaw of Boo

Howdigit65Author

Contributor ⭐⭐

Thanks, I do refresh the page, or leave it and come back, or shut it down and return later. Sometimes it works, sometimes not. But I still get "kicked out" after I watch a few videos, sometimes after each one. It's pretty frustrating in itself to have to keep signing in multiple times within a few minutes. And then when the moving letters don't appear, it's maddening!

CaprineGirl

M

ManuelS986964

Contributor ⭐

I have the same login problem using Firefox browser. The moving letters don't show.

It looks like no one is giving a resolution to the issue.

IrishScribe3471

Contributor ⭐

I have the same problem although I have not been watching videos. When I enter a code from an email newsletter sent by AARP, I see a notice that AARP is unable to access my membership. I am told to sign in, but there are no moving letters, and the sound also gives nothing. I don't know whether my Rewards Points are actually recording or not. This problem has been going on for a week or so. My preferred browser is Edge, but today I tried Google Chrome and was able to see the moving letters and sign in. However, when I go back to Edge, there are no moving letters and no sound to give those letters. This is a big problem! It is also difficult to find this post in Community. I had typed most of this using Edge, and it all disappeared. So frustrating!

Howdigit65Author

Contributor ⭐⭐

I've been getting the moving letters lately, but still have to sign in again after every few videos I watch. Sometimes after watching only 1 more. It feels like AARP is trying to slow down or stop us from earning points.

CaprineGirl

A

AARPConsumerCare

Community Champion ⭐

Hi Howdigit65. If you're having to log in repeatedly please try clearing your cookies and cache. Visit https://aarp.info/2I3wo4C for directions on how to clear your cookies and cache. You may also try another internet browser to see if you're having the same problem on another browser. Hope that helps! - Brandon C.

IrishScribe3471

Contributor ⭐

By the way, I have also cleared my cache, and that did not help when using Edge.

A

AARPConsumerCare

Community Champion ⭐

I understand your frustration with the security challenge, IrishScribe3471. If you're using an ad blocker on your Edge browser try disabling the ad blocker to see if the letters load. You can also try opening a private window through your Edge browser settings and check to see if the security challenge loads in that window. Since the security challenge is working on your Chrome browser you may try contacting support for your Edge browser to see why it isn't loading the security challenge or the sound for the challenge. - Brandon C.

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