topic Re: Can't submit a support ticket in Get Support

Can't submit a support ticket

katiebri — Wed, 05 Jan 2022 11:59:03 GMT

I activated an account yesterday, and I've been unable to use it due to the issue discussed here.

I tried to submit a support ticket, but each time it asks me to log in with my community account (which I obviously have, seeing as I'm posting this) and gives me an error when I try logging in. Is there another way to contact the moderators about the initial problem?

Re: Can't submit a support ticket

Jb456 — Tue, 10 Sep 2019 03:36:32 GMT

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Click link

Re: Can't submit a support ticket

Dunkman — Tue, 10 Sep 2019 03:36:14 GMT

@katiebri

It will take a bit longer, but you can private message a moderator.

Send a private message to moderator through the following link :

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Or you could try a different web browser, clearing cache or going incognito mode. Website is finicky at times.

Re: Can't submit a support ticket

Fisher77 — Tue, 10 Sep 2019 03:39:55 GMT

Try clicking the Simon button on the bottom right of your screen. People around here swear by that question mark. I just checked, and it says there'll be a response within a couple of hours.

Re: Can't submit a support ticket

popping — Tue, 10 Sep 2019 04:51:15 GMT

@katiebri wrote:
I activated an account yesterday, and I've been unable to use it due to the issue discussed here.

I tried to submit a support ticket, but each time it asks me to log in with my community account (which I obviously have, seeing as I'm posting this) and gives me an error when I try logging in. Is there another way to contact the moderators about the initial problem?

PM is looking for verification of your PM account inquestion. -NOT your community account login.

Re: Can't submit a support ticket

geopublic — Tue, 10 Sep 2019 05:47:24 GMT

@katiebri wrote:
I activated an account yesterday, and I've been unable to use it due to the issue discussed here.

I tried to submit a support ticket, but each time it asks me to log in with my community account (which I obviously have, seeing as I'm posting this) and gives me an error when I try logging in. Is there another way to contact the moderators about the initial problem?

@katiebri It was mentioned in another post that Public is aware of the 1969 issue and will be providing a fix to all the customers that were affected.

Re: Can't submit a support ticket

katiebri — Tue, 10 Sep 2019 16:06:54 GMT

@popping wrote:
PM is looking for verification of your PM account inquestion. -NOT your community account login.

I thought so too, but this is the error I got. I tried both accounts.

error logging in

Re: Can't submit a support ticket

Anonymous — Tue, 10 Sep 2019 16:09:20 GMT

@katiebri wrote:
@popping wrote:
PM is looking for verification of your PM account inquestion. -NOT your community account login.
I thought so too, but this is the error I got. I tried both accounts.

It seems to me to say Community username. Not self-serve log in. But I've never gone through to the next step on this form.

Re: Can't submit a support ticket

katiebri — Tue, 10 Sep 2019 16:11:59 GMT

It seems to me to say Community username. Not self-serve log in. But I've never gone through to the next step on this form.

Yeah, what I meant was that I tried my community account first, which is what it asks for, and when that didn't work I tried the self-serve account just in case the form was confused. That didn't work either.

Re: Can't submit a support ticket

ipkonfig — Tue, 10 Sep 2019 17:54:53 GMT

@Jb456 wrote:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Click link

How long does it take for the team to reply to messages sent directly to them?

I sent a message four days back. No replies from the team yet.

Re: Can't submit a support ticket

popping — Tue, 10 Sep 2019 18:00:54 GMT

@ipkonfig wrote:
@Jb456 wrote:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Click link
How long does it take for the team to reply to messages sent directly to them?

I sent a message four days back. No replies from the team yet.

Before the new SIMon ticketing system, response time to my request were around 2 - 3 days.

With the new SIMon ticketing system, response time to my request was less than 1 day.

Re: Can't submit a support ticket

bethreckling — Fri, 06 Nov 2020 15:16:20 GMT

Any luck with this yet? I'm having the same issue: an error is showing up when I try to log in and I desperately need help as my phone won't send or receive texts from certain numbers

Re: Can't submit a support ticket

kb_mv — Fri, 06 Nov 2020 15:17:38 GMT

@bethreckling Try a private message here:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

You should receive a reply within 48 hours though typically they are much faster. Watch the envelope icon top right for a reply.

Re: Can't submit a support ticket

bethreckling — Fri, 06 Nov 2020 17:04:49 GMT

But I haven't been able to submit anything due to a "sign-in error" (not on my end). How can they contact me if they don't know I'm having issues?

Re: Can't submit a support ticket

bethreckling — Fri, 06 Nov 2020 17:06:46 GMT

an error is also coming up when I try to submit the private message

Re: Can't submit a support ticket

JoyLuck — Fri, 06 Nov 2020 17:08:03 GMT

@bethreckling wrote:
an error is also coming up when I try to submit the private message

Clear your browser cache/history/cookies. Close browser and open a new browser in incognito/private mode. Also, you can try a different browser.