topic Re: Can't log in because MOVING LETTERS don't appear!!! in General Help

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

Howdigit65 — Mon, 10 Mar 2025 13:47:32 GMT

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!!!!!!!!!!!!!!

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

Howdigit65 — Mon, 10 Mar 2025 13:51:04 GMT

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!

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

papawofboo — Mon, 10 Mar 2025 23:43:54 GMT

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.

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

Howdigit65 — Tue, 11 Mar 2025 01:37:32 GMT

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!

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

AARPConsumerCare — Tue, 11 Mar 2025 19:40:37 GMT

Howdigit65 I can definitely understand the frustration these kinds of issues can cause. I've sent you a private message, so we can work on this with you! - Christy C.

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

ManuelS986964 — Wed, 12 Mar 2025 15:49:38 GMT

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.

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

ManuelS986964 — Wed, 12 Mar 2025 15:51:41 GMT

Is there a common cause for the animated letters not showing? I am using FireFox.....

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

AARPConsumerCare — Wed, 12 Mar 2025 23:15:50 GMT

Hi ManuelS986964. You may try using a different browser like Chrome and see if you're still having trouble with the moving letters. Additionally, you can try clearing your cookies and cache. Instructions on how to clear your cookies and cache can be found at https://aarp.info/2I3wo4C in our help article. You can also click the speaker icon on the security challenge to hear the letters that need to be entered. This would at least allow you log in if the issue is intermittent. Let me know if any of that helps! - Brandon C.

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

Howdigit65 — Thu, 13 Mar 2025 02:54:14 GMT

When the letters would not appear, the speaker icon did not work either.

Today the letters did appear each time, but I can't understand why I should have to sign in more than once, especially since I was continuously using the website.

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

IrishScribe3471 — Wed, 09 Apr 2025 19:16:17 GMT

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!

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

IrishScribe3471 — Wed, 09 Apr 2025 19:18:02 GMT

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

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

Howdigit65 — Wed, 09 Apr 2025 20:01:24 GMT

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.

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

AARPConsumerCare — Wed, 09 Apr 2025 21:02:18 GMT

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.

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

AARPConsumerCare — Wed, 09 Apr 2025 21:24:02 GMT

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.