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Ticket T-FF8EEC35

chat closed chat_guided_resolution_v1 2026-03-15T15:34:37.075557Z

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-FF8EEC35.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
login
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
account_exists True
login_enabled False
note Account created but email not yet confirmed
Prohibited (skipped): modify_account, delete_account, reset_password
Contract: check_registration_state_v1 · Action: read_confirmation_status
email_confirmed False
registration_pending True
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 to activate your account. Your account is currently locked because your email address has not yet been 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.

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