Purpl is experiencing a server outage with the Purpl App and User Portal. You may experience a forced log out of the app and be unable to log back in with your credentials on the mobile app and the user portal. The error received is Wrong Username and Password and Object Response. The issue has been reported and we are working to resolve the login issue. We will update once access has been restored.
Report Date: December 1st 2021 11:00am CST
Update: December 3rd 2021 10:30am CST
Purpl is unfortunately still facing a server problem which effects Purpl Pro Users logging into the the mobile app and user portal. You will continue to receive an login error stating "Incorrect Username and Password and "Object Response". Our entire Dev Opps IT Department is working over the weekend to resolve this issue. It is our main priority to bring to bring the app back online so you are able to login and resume business as usual. Our estimated time is by the start of the business day Monday. We profusely apologize for the inconvenience and understand your frustration and the severity this issue has caused users. We appreciate your patience and understanding as we work around the clock to resolve the server outage.
Update: December 4th 2021 7:15am CST
Purpl's Server Outage causing the login error within the mobile app and user portal has been resolved as of Saturday December 4th. You should now be able to successfully login to both platforms with your credentials. The Purpl Team tested it out and was successfully able to login.
The app does not handle expired saved user names and passwords. We advise to log out and clear your cache or saved credentials within the mobile app and user portal and fully close out or reboot the app. If you attempt to log out without clearing your history you'll receive a long loading time and/or receive the "Incorrect username and password Object response" error again. Once clearing your CACHE history give the Purpl App and your phone a restart as well.
Some users may have changed their password upon receiving the error before hearing the announcement of the Server Outage. We've found no reason why the new credentials won't work. Try logging in with your new password that you set; if you receive an error again then try logging in with your old password. If you continue to receive the login error, try the password reset a final time and if it's continuous after that please reach out to Tech Support at purplhelp.com so we can resolve this issue promptly.
This has been the first occurrence of a mass login server outage at Purpl and want to apologize for all the trouble it has caused our users. Thank you for hanging in there with us at our IT Department restored access.
1. Clear your CACHE in Web Brower on Phone
2. Reboot the App
3. Restart your Phone
4. Try logging in again
How to Clear Cache:
Google instructions: https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop
Firefox instructions: https://support.mozilla.org/en-US/kb/how-clear-firefox-cache
Edge instructions: https://clear-my-cache.com/en/windows/microsoft-edge.html
Opera instructions: https://www.opera.com/de/use-cases/clean-browser-and-remove-trackers