Hello,
Hope all is great. We received your calls at 5:30 and 6 PM EST last night. I'm sorry our offices were closed at that time. I'm sorry to hear you are frustrated and we are very happy to help!
In listening to your voicemail it sounds like you are unavailable for a call today until 3PM so a rep will reach you then. In the meantime:
1) I CAN CONFIRM that the passwords Maria gave you yesterday are working.
2) For your reference those passwords again are:
Username: doubleraw@doubleraw
Password: steviesgotagunn
3) If your guitarist can not login we can confirm that that is a local issue and not an issue with our passwords or system. There are several things that may be preventing his login. To help your guitarist I have made this video you can share with him:
a- be sure he is logging in at: https://epresskitz.com/v2/login.php
b - simple logins errors that could be causing the problem include: mistyping the logins, having a space in the login (sometimes when someone copy-pastes from email they can inadvertently copy a space), no extra characters, note the second "n" in "gunn"
b - it is also possible that his browser is using a keychain and is automatically entering in an old password rather than a new one. He can clear his keychain.
(this can remove other passwords, however)
c - Have him try a different browser (this can avoid keychain issues)
d - Have him try an incognito browser
(this can avoid keychain issues)
e - type the passwords in rather than copy paste.
4) If none of the above work please have your guitarist contact us directly and we can work with him - 1-800-897-1774 or he can email us at clientsupport@jonasmusicservices.com and we can set up a scheduled appointment to assist him.
Hope this helps!
If you have any questions or concerns, feel free to be in touch. I or another qualified team member will be happy to help in any way we can. Have a great day and weekend.