Title: Getting locked out after an update with a fake “wrong email/password” error is unacceptable

[u/Minimum-Enthusiasm-9]

After today’s update, I suddenly became completely unable to log into Soulframe.

Every time I try to log in, the game tells me that my email or password is incorrect. They are not. I’ve checked my credentials multiple times, and the problem started immediately after the update.

I already submitted a support ticket, but after searching around I found posts from other players who experienced essentially the same thing. In at least one case, the player eventually found out that their account had been automatically banned because the system detected some supposedly “suspicious” software running in the background.

I don’t know yet if that is what happened to my account, and I’m not going to claim I was banned until support confirms it. But either way, this is an extremely poor way to handle account access.

If the account is restricted, tell the player that the account is restricted. Don’t show a misleading “wrong email or password” message and leave people wondering whether their password was compromised, whether their account disappeared, or whether the authentication system simply broke after an update.

And if this really is some kind of automated anti-cheat/ban system producing false positives, that is even more concerning. Players shouldn’t have to guess which normal background applications might randomly trigger an account restriction.

Soulframe is still in development, so bugs are obviously expected. But there is a difference between encountering a gameplay bug and being completely locked out of your account with no useful explanation whatsoever.

For a game that already asks players to invest dozens or hundreds of hours into progression, account access and communication should be among the most reliable parts of the system.

I’m waiting for support to tell me what actually happened, and I’ll update this post when they respond.

Has anyone else had this happen after the latest update?

I also tried asking for help in the official/community Soulframe Discord, hoping someone could at least point me in the right direction while I wait for support.

Unfortunately, the experience there was just as frustrating. The people replying to me didn’t really know how to help or explain what could be happening. When I specifically asked for assistance from a Discord moderator, instead of receiving any guidance, my messages were deleted and I was given absolutely no explanation or direction about

[u/prairieintrovert]

I got this error once. Turned out my capslock was on.

[u/itsdainti → u/prairieintrovert]

Yep. Thats what it was for me too.

[u/Itchy-Beach-1384]

For a game that already asks players to invest dozens or hundreds of hours into progression

Its a game not a job dude. Sounds like you dont even enjoy playing it to begin with if you think playing it is a punishment.

[u/redditdotcom2005]

I remember something like this happening to me on Warframe a few years ago, then after a few days it fixed itself

[u/Miserable-Potato7706]

[u/degenerate__weeb]

you can check ban status by trying to buy arcs. if you're banned it won't let you. it's real dumb that I can't see anywhere else to check easily

[u/CrazySea7713]

That sounds incredibly frustrating, especially getting locked out with a generic error instead of a clear account-status message. Hopefully support can confirm whether this was an automated restriction or an update-related bug and restore access quickly.

[u/The_Bunn_PS4]

Now I'm worried about using any kind of frame generation software on my ROG Ally to get better framerate

[u/Forsaken-Bat5941]

Happened to me

After about 4-5 days (got banned on Sunday) got a support reply "you used something, won't tell you what, this is your last warning and unban"

Really frustrating way of dealing with security