Episode EP-71730EDE

{
  "business_checks": [
    {
      "action": "read_account_state",
      "contract": "check_account_state_v1",
      "prohibited_skipped": [
        "modify_account",
        "delete_account",
        "reset_password"
      ],
      "result": {
        "account_exists": true,
        "allowed_by_contract": "check_account_state_v1",
        "check": "check_account_state_v1",
        "login_enabled": true,
        "note": "Account active \u2014 may be a credential issue"
      }
    },
    {
      "action": "read_confirmation_status",
      "contract": "check_registration_state_v1",
      "prohibited_skipped": [
        "send_confirmation_email",
        "modify_account"
      ],
      "result": {
        "allowed_by_contract": "check_registration_state_v1",
        "check": "check_registration_state_v1",
        "email_confirmed": true,
        "note": "Account active \u2014 may be a credential issue",
        "registration_pending": false
      }
    }
  ],
  "candidate_contracts": [
    "check_account_state_v1",
    "check_registration_state_v1",
    "chat_guided_resolution_v1",
    "escalate_unknown_case_v1"
  ],
  "channel": "chat",
  "contract_id": "chat_guided_resolution_v1",
  "contract_name": "Guided chat resolution",
  "engineering_note": "Visible error: \u0027Invalid credentials or account locked\nToo many failed attempts. Please wait or reset your password.\nFailed attempts: 5 / 5 \u2014 Account temporarily locked\u0027. Review error handling for step: login.",
  "episode_id": "EP-71730EDE",
  "message": "I cannot log into the system even though my credentials are correct. The login screen shows an error saying my account is locked or credentials are invalid. Please help. Screenshot attached.",
  "resolution_mode": "chat_next_step",
  "resolution_output": "Please reset your password using the \"Forgot password?\" link on the login screen to regain access to your account.",
  "screenshot_uri": "gs://adroit-dock-489706-k1-mova-episodes/screenshots/T-9095E762.png",
  "signals": {
    "browser_or_platform": "browser",
    "confidence": 0.95,
    "current_step": "login",
    "language": "English",
    "screen_type": "login_screen",
    "step_stage": "error_shown",
    "system_or_product": "MyApp",
    "ui_elements_detected": [
      "Browser address bar",
      "MyApp logo/text",
      "New here? Create account link",
      "Sign in to MyApp title",
      "Error message box",
      "Email address label",
      "Email input field",
      "Password label",
      "Password input field",
      "Forgot password? link",
      "Sign in button",
      "Failed attempts status text",
      "Need help? Contact support link"
    ],
    "visible_error_text": "Invalid credentials or account locked\nToo many failed attempts. Please wait or reset your password.\nFailed attempts: 5 / 5 \u2014 Account temporarily locked"
  },
  "status": "closed",
  "ticket_id": "T-9095E762",
  "timestamp": "2026-03-15T12:15:53.104456Z"
}