Ticket T-9095E762

chat closed chat_guided_resolution_v1 2026-03-15T12:15:53.104456Z

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.

📸 Screenshot: gs://adroit-dock-489706-k1-mova-episodes/screenshots/T-9095E762.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/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

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

account_exists True

login_enabled True

note Account active — may be a credential issue

Prohibited (skipped): modify_account, delete_account, reset_password

Contract: check_registration_state_v1 · Action: read_confirmation_status

email_confirmed True

registration_pending False

note Account active — may be a credential issue

Prohibited (skipped): send_confirmation_email, modify_account

💬 Chat resolution — next step

Next step for user

Please reset your password using the "Forgot password?" link on the login screen to regain access to your account.

🔧 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.

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