Password not accepted ... Support?

Support & Bugs
1

Hello,
I have tried several times to install the ‘TrackingSpamPrevention’ plugin. The password must be entered during installation. I have entered this, but I always get the message that an error has occurred and that I should contact support:

Bildschirmfoto vom 2025-03-08 18-49-20
Bildschirmfoto vom 2025-03-08 18-49-20955×643 52.6 KB

Unfortunately, no specific support address is given for non-professional users … So I try my luck here - How do I get Matomo to accept my password? The password is of course correct (I have used it again in different browsers in incognito mode to log in to the Matomo user backend and it works there).
Thank you very much

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2

Just try again. This error often occurs due to faulty session authentication and disappears on the second attempt.

3

Das habe ich schon 7 oder 8 mal …

4

Which browser are you using on which operating system?
Is an ad blocker activated?
Have you tried another user account?

5

Today the download finally worked :slight_smile:

(Previously tried several times a day with different browsers (latest versions of Vivaldi, Chrome, Firefox) under Ubuntu 20.04.6 LTS without success; no ad-blocker activated)

6

I could install the plugin but when I configured the settings I could not save the changes as my password was not being accepted.

I turned of 2 factor authentication for my WordPress login and it worked i.e. when Matomo prompted me for my password on making changes in the settings, the password was accepted!

7

It sounds like a plugin authentication issue rather than a password problem. Try clearing cache or reinstalling the plugin. For more details, you can check Matomo’s plugin installation guide it covers common fixes for this error.