Account Issues

This page specifically addresses various SmartCV account-related issues, including registration, login, password management, account security.

🔐 Login Issues

Unable to Login Account

Password-Related Issues

Common Symptoms:

• Prompt "Username or password incorrect"
• Confirmed correct input but still cannot login
• Password input field displays abnormally

Solution Steps:

1. Confirm account information - Check if email address is spelled correctly - Confirm using correct login email - Avoid extra spaces or special characters
2. Password input check - Confirm keyboard caps lock status - Try typing password in notepad to verify - Use copy-paste method to input password - Check if special input method mode is enabled
3. Reset password - Click "Forgot Password" link on login page - Enter correct email address - Check email and follow instructions - Set new strong password

Account Lock Issues

Lock Reasons:

• Multiple consecutive incorrect password entries (security protection mechanism)
• Abnormal login behavior detected by system
• Account security risk alerts

Solutions:

# Account Unlock Timeline
Light lock: 15 minutes automatic unlock
Medium lock: 1 hour automatic unlock
Heavy lock: 24 hours or contact customer service

1. Wait for automatic unlock

• Most accounts will unlock automatically

2. Reset password to unlock - Password reset via email will unlock immediately
3. Contact customer service - Severe lock cases require manual processing

Browser-Related Issues

Common Problems:

• Login page cannot load
• Input fields cannot be clicked or typed in
• Login button unresponsive

Solutions:

1. Clear browser data - Clear cookies and cache data - Delete saved passwords and form data - Restart browser
2. Test private mode - Use browser's private/incognito mode - If private mode works, it's a browser data issue - Normal use after thorough browser data cleanup
3. Change browser - Try logging in with different browsers - Recommend using latest Chrome, Safari, Firefox - Ensure browser has JavaScript and cookies enabled

📧 Email Verification Issues

Not Receiving Verification Email

Common Cause Analysis:

1. Email Service Provider Issues

Handling methods for different email providers:

# QQ Mail/163 Mail
- Check spam folder
- View "subscription mail" category
- Confirm anti-spam settings

# Gmail
- Check "spam" and "promotions" tabs
- Search sender: [email protected]
- Check email filter settings

# Outlook/Hotmail
- View "junk mail" folder
- Check "other" mail categories
- Confirm blocked sender list

2. Email Address Issues

Checklist:

• Email address spelled completely correctly
• No extra spaces or characters
• Email service provider domain correct
• Email account still valid

3. Network Delay Issues

Solutions:

• Email delivery may take 1-10 minutes
• Avoid frequently clicking resend button
• Check if network connection is stable
• Wait patiently and check again

Email Verification Failed

Error Types:

Link Expired Error

Error Message: "Verification link has expired" or "Link invalid"

Solutions:

1. Resend verification email

• Resend in login page or user settings

2. Check email time - Confirm clicking latest verification email
3. Copy complete link - If clicking doesn't work, try copying complete link to browser

Email Already in Use

Error Message: "This email is already used by another account"

Solutions:

• Try logging in - You may have already registered an account
• Reset password - Use forgot password feature to recover account
• Contact customer service - If confirmed never registered, may be data anomaly

Change Email Address

Operation Steps:

1. Login existing account - Login with current email and password - Go to account settings page
2. Update email information - Click "Change Email" in "Account Information" - Enter new email address - Confirm input and save
3. Verify new email - Check verification email in new email - Click verification link to complete change - Confirm can login with new email

🔑 Password Management

Password Reset Process

Standard Reset Process:

1. Initiate password reset - Visit login page - Click "Forgot Password" link - Enter registered email address - Click "Send Reset Email"
2. Email verification - Check password reset email in inbox - Click reset link in email - Confirm link is valid (usually 24 hours)
3. Set new password - Enter new password on reset page - Confirm password input is correct - Save new password settings - Verify login with new password

Password Security Requirements

Password Strength Requirements:

Minimum requirements:
- Length at least 8 characters
- Include uppercase letters (A-Z)
- Include lowercase letters (a-z)
- Include numbers (0-9)

Recommended requirements:
- Length 12-16 characters
- Include special characters (!@#$%^&*)
- Avoid using personal information
- Avoid using common passwords

Password Security Recommendations:

• Use password manager to generate and save strong passwords
• Change passwords regularly (recommended 3-6 months)
• Don't use same password on multiple websites
• Avoid entering passwords in public places

Two-Factor Authentication

Enable Two-Step Verification:

1. Enter security settings - Login account and go to "Account Settings" - Click "Security Settings" option - Find "Two-Factor Authentication" feature
2. Choose verification method - SMS verification code (recommended) - Email verification code - Authenticator app (advanced users)
3. Complete setup - Follow prompts to complete verification setup - Save backup verification codes - Test if verification function works normally

👤 Personal Information Management

Modify Personal Profile

Modifiable Information:

• Name and nickname
• Profile photo
• Contact phone
• Personal bio
• Preference settings

Modification Steps:

1. Access personal profile - Login account - Click avatar in top right corner - Select "Personal Profile"
2. Edit information - Click field to modify - Enter new information - Upload new avatar (if needed)
3. Save changes - Confirm information is accurate - Click "Save" button - Wait for system to confirm update

Profile Photo Upload Issues

Technical Requirements:

• Supported formats: JPG, JPEG, PNG
• File size: Maximum 5MB
• Recommended size: 200x200 pixels or above
• Aspect ratio: Recommended 1:1 square

Upload Failure Solutions:

1. Check file format

• Ensure using supported image formats

2. Compress file size - Use image compression tool to reduce file
3. Adjust image size - Ensure image is not too large or too small
4. Clear browser cache - Refresh page and retry

🔒 Account Security

Security Status Check

Account Security Checklist:

• Use strong password and change regularly
• Enable two-factor authentication
• Email address verified
• Regularly check login records
• Update personal information timely
• Avoid saving passwords on public devices

Abnormal Login Handling

When discovering abnormal login:

1. Immediate security measures - Immediately change account password - Check if account information has been tampered with - Check if resumes and projects are abnormal
2. Security reinforcement - Enable two-factor authentication - Update security email - Check and delete suspicious device authorizations
3. Contact support - If data anomalies found, contact customer service immediately - Provide time and IP information of abnormal login - Request account security check

Login Record Viewing

Viewing Method:

1. Go to "Account Settings"
2. Click "Security Settings"
3. View "Login Records"
4. Check for abnormal login activity

Record Information Includes:

• Login time
• Login IP address
• Device type
• Browser information
• Login geographic location

🗑️ Account Deletion

Pre-Deletion Preparation

Important Reminder:

Pre-Deletion Checklist:

• Export all important resumes
• Save project files and templates
• Cancel paid subscription
• Confirm no important unfinished work

Deletion Operation Process

1. Data backup - Export all resumes as PDF format - Save custom templates and settings - Record important share links
2. Cancel subscription - Cancel paid plan in "Subscription Management" - Confirm no auto-renewal - Handle refund related matters
3. Apply for deletion - Go to "Account Settings" - Click "Delete Account" - Enter password to confirm identity - Select deletion reason (optional) - Confirm deletion application

Deletion Processing Time:

• Immediate account function deactivation
• Data cleanup completed within 7 days
• Complete data deletion within 30 days

🆘 Emergency Handling

Account Compromised

When discovering account compromised:

1. Immediate action - Try to login and change password - If cannot login, contact customer service immediately - Provide identity verification information
2. Security check - Check other websites using same password - Scan device for malware - Update all related passwords
3. Restore control - Restore account control with customer service assistance - Check and repair tampered data - Strengthen account security measures

Email Inaccessible

If registered email is inaccessible:

1. Contact customer service

• Provide identity proof and account information

2. Alternative verification - Use security questions or phone verification
3. Update email - Change email with customer service assistance
4. Reset setup - Complete new email verification process

📞 Get Account Support

Preparation Before Contacting Customer Service

Information to Prepare:

• Registered email address
• Approximate account creation time
• Last successful login time
• Detailed problem description
• Error screenshots (if available)

Self-Help Priority

Recommended Order:

1. View relevant solutions in this document
2. Try common troubleshooting methods
3. Search help documentation for more information
4. If still unresolved, contact human customer service

Related Resources

• Common Issues - Other common problem answers
• Technical Issues - Technical troubleshooting
• Payment Issues - Subscription and payment related
• Contact Support - Get human help