Ticket T-1060CF58

chat closed chat_guided_resolution_v1 2026-03-16T17:04:47.345551Z

I can't log into my account, it says my credentials are invalid. The login screen shows an error and it looks like my account might be locked. Screenshot attached.

📸 Screenshot: gs://adroit-dock-489706-k1-mova-episodes/screenshots/T-1060CF58.png

Processing pipeline

Signal agentextract_support_signals_v1

Step IDidentify_support_step_v1

Contract agentrank_candidate_resolution_contracts_v1

Business checksread-only only

Resolutionchat_next_step

Extracted signals (via Gemini multimodal)

system or product

MyApp

browser or platform

Browser

language

English

screen type

login_screen

current step

step stage

error_shown

visible error text

Invalid credentials or account locked Too many failed attempts. Please wait or reset your password. Failed attempts: 5 / 5 — Account temporarily locked

confidence

0.95

UI elements detected

Browser address bar MyApp logo 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 counter Need help? Contact support link

Candidate contracts

check_account_state_v1 check_registration_state_v1 chat_guided_resolution_v1 escalate_unknown_case_v1

Selected contract: chat_guided_resolution_v1 Guided chat resolution Open contract →

Purpose: Provide the next single troubleshooting step for chat interaction

Allowed actions: generate_next_step_instruction

Business checks (read-only, contract-constrained)

Contract: check_account_state_v1 · Action: read_account_state

note Account created but email not yet confirmed

login_enabled False

account_exists True

Prohibited (skipped): modify_account, delete_account, reset_password

Contract: check_registration_state_v1 · Action: read_confirmation_status

registration_pending True

email_confirmed False

note Account created but email not yet confirmed

Prohibited (skipped): send_confirmation_email, modify_account

💬 Chat resolution — next step

Next step for user

Please check your email inbox for a confirmation email from MyApp and click the link inside to activate your account. You will be able to log in once your email address is confirmed.

🔧 Engineering note

Visible error: 'Invalid credentials or account locked Too many failed attempts. Please wait or reset your password. Failed attempts: 5 / 5 — Account temporarily locked'. Review error handling for step: login.

View episode record → ← Back to report