Episode EP-721B6C81

{
  "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"
      }
    }
  ],
  "candidate_contracts": [
    "check_account_state_v1",
    "escalate_unknown_case_v1"
  ],
  "channel": "email",
  "contract_id": "email_ranked_resolution_v1",
  "contract_name": "Ranked email resolution",
  "engineering_note": null,
  "episode_id": "EP-721B6C81",
  "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": "escalation",
  "resolution_output": "Case escalated to human support \u2014 signals could not be identified with sufficient confidence.",
  "screenshot_uri": "gs://adroit-dock-489706-k1-mova-episodes/screenshots/T-CA9F675C.png",
  "signals": {
    "browser_or_platform": null,
    "confidence": 0.0,
    "current_step": "unknown",
    "language": null,
    "screen_type": "unknown",
    "step_stage": "unknown",
    "system_or_product": null,
    "ui_elements_detected": [],
    "visible_error_text": null
  },
  "status": "escalated",
  "ticket_id": "T-CA9F675C",
  "timestamp": "2026-03-15T12:14:57.719981Z"
}