Hi everyone,
Since late last week, I keep getting the message "Reconnect Your Account to UK Biobank" every time I try to log in to the RAP, getting into an infinite loop asking me to "retry" over and over:
You attempted to link your RAP account to AMS account . That AMS account has already been linked to another RAP account. To use RAP with AMS account , please log in using the RAP account that has been linked to it. Please retry.
I have no idea what it is trying to tell me. I can log in to the AMS without issue, and until last Thursday or so I could log in to the RAP as well. As far as I know nothing has changed.
Could anyone guide me, please?
Cheers,
Fran
@Francisco Rodriguez-Algarra? I checked with support team and they have informed me that they have already shared the answer with you there. Is this a different issue?
Since I do not have access to your account detail, I recommend that this issue should be resolved with our support team Could you contact ukbiobank-support@dnanexus.com if you need help regarding your log in?
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Hi @Chai Fungtammasan? . This is indeed the same query, but we still don't know how to solve it. We are now aware that the cause is my PI and I having swapped by accident our RAP and AMS accounts when linking them (I suppose due to Chrome saving log in details). We would still like to know how to address it. Hope the support team can help us.
This happens when UKB RAP account of user A has been linked to AMS account of user B and vice versa.
Once a UK Biobank RAP account is linked to the AMS account it cannot be re-linked to another user, e.g. swapped back.
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Permanently deleted user
Thanks Branislav Slavik ? . It appears that was the case. I just managed to log in using my credentials for the RAP and my PI's credential's for the AMS.
What I can't wrap my head around is why the absolute impossibility of unlinking accounts (temporarily) so that we can relink them properly. Weren't we being asked to explicitly re-link them in able to log in? Wouldn't that suggest that they weren't (completely) linked at that point? Otherwise, what is the point of asking to re-link if they actually remained linked?
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@Francisco Rodriguez-Algarra? I heard some other people are experiencing this too, and we are investigating it.
Just checking. Did you try to log in via platform.dnanexus.com or https://ukbiobank.dnanexus.com?
@Martina Zatopkova? @Jamie Fornek? Could you share the update to community once available?
@Francisco Rodriguez-Algarra? I checked with support team and they have informed me that they have already shared the answer with you there. Is this a different issue?
Since I do not have access to your account detail, I recommend that this issue should be resolved with our support team Could you contact ukbiobank-support@dnanexus.com if you need help regarding your log in?
Hi @Chai Fungtammasan? . This is indeed the same query, but we still don't know how to solve it. We are now aware that the cause is my PI and I having swapped by accident our RAP and AMS accounts when linking them (I suppose due to Chrome saving log in details). We would still like to know how to address it. Hope the support team can help us.
Yes, we are in contact with them.
This happens when UKB RAP account of user A has been linked to AMS account of user B and vice versa.
Once a UK Biobank RAP account is linked to the AMS account it cannot be re-linked to another user, e.g. swapped back.
Thanks Branislav Slavik ? . It appears that was the case. I just managed to log in using my credentials for the RAP and my PI's credential's for the AMS.
What I can't wrap my head around is why the absolute impossibility of unlinking accounts (temporarily) so that we can relink them properly. Weren't we being asked to explicitly re-link them in able to log in? Wouldn't that suggest that they weren't (completely) linked at that point? Otherwise, what is the point of asking to re-link if they actually remained linked?
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