topic Re: Can't log in. [Generic Error (+ General Koodo porting issues)] in Get Support

Can't log in. [Generic Error (+ General Koodo porting issues)]

shrimpdude — Tue, 04 Jan 2022 18:01:55 GMT

Hey y'all,

Just switched to Public Mobile from Koodo a few days ago, and I've been loving it so far. I was looking for the cheapest and best 1GB plan around...and as it turns out, that's PM's 2GB plan, haha!

That aside, I've encountered a few little issues that, from what I've read, are specific to people coming from Koodo to PM (as both are owned by Telus and share some resources.)

1.) Porting over my Koodo # required some staff assistance as indicated in the signup process. (Resolved quickly thanks to @Mary_M! Thanks! :))

2.) After the porting was complete, my self-serve login now no longer works. I get this when I try logging in:

Generic Error

Oh no!
It looks like something went wrong, but don’t panic.

I had read on the forums beforehand that Koodo and PM share email databases, and that I should use unique email addresses between both to avoid potential conflict. So, I preemptively changed my Koodo email address before porting, but perhaps I didn't give enough lead time for everything to work itself out. I did receive some assistance changing my Public Mobile email address to a third email address of mine, but I still get the same error, and I'm not sure what I should do at this point.

Re: Can't log in. [Generic Error (+ General Koodo porting issues)]

Luddite — Mon, 19 Sep 2016 19:08:20 GMT

Likely you will need assistance from our moderator, @Shazia_K, to regain access to your account today. You should check in from time to time this afternoon to pick up any response.

While you are waiting you could try one more time after clearing your browser's cache, or try with a different browser.

Re: Can't log in. [Generic Error (+ General Koodo porting issues)]

shrimpdude — Mon, 19 Sep 2016 19:11:47 GMT

Thanks @Luddite. I have been attempting to log in via Chrome's Incognito mode periodically.

Re: Can't log in. [Generic Error (+ General Koodo porting issues)]

Shazia_K — Mon, 19 Sep 2016 20:36:32 GMT

Hey @shrimpdude,

I'm sorry to hear about the self-serve issue,

Please send me a private message with your Public Mobile phone number and I will be glad to look into this for you.

Thanks,

Shazia

Re: Can't log in. [Generic Error (+ General Koodo porting issues)]

shrimpdude — Mon, 19 Sep 2016 20:49:15 GMT

Thanks @Shazia_K, PM sent!

Re: Can't log in. [Generic Error (+ General Koodo porting issues)]

Shazia_K — Wed, 21 Sep 2016 16:06:47 GMT

Hey @shrimpdude,

Good news! the issue with your self-serve account has been fixed, I just tested it and everything is working smoothly. 🙂

I have sent you a private message with the new credentials to use.

Please let me know if you have any other questions.

Thanks,

Shazia

Re: Can't log in. [Generic Error (+ General Koodo porting issues)]

shrimpdude — Wed, 21 Sep 2016 17:51:54 GMT

Awesome, thanks @Shazia_K! Everything works great now.

Re: Can't log in. [Generic Error (+ General Koodo porting issues)]

theodog — Mon, 21 Nov 2016 14:23:34 GMT

Hi @Shazia_K

Would you be able to help me log in to self serve as well. After my port from Koodo, I can't log in and it's been a week now.

I'll send you my number by PM.

Thanks!

Re: Can't log in. [Generic Error (+ General Koodo porting issues)]

Rockdaddy22 — Mon, 21 Nov 2016 14:27:28 GMT

Do you have service?

Re: Can't log in. [Generic Error (+ General Koodo porting issues)]

theodog — Mon, 21 Nov 2016 14:31:27 GMT

Luckily, yes I do.

Re: Can't log in. [Generic Error (+ General Koodo porting issues)]

Rockdaddy22 — Mon, 21 Nov 2016 14:34:22 GMT

So don't worry for now. You know how many people don't have service and need help. I know it sucks but just wait a bit.

Re: Can't log in. [Generic Error (+ General Koodo porting issues)]

theodog — Mon, 21 Nov 2016 14:40:25 GMT

You're right. I'll wait. Hopefully it's working by the holidays.

Thanks

Re: Can't log in. [Generic Error (+ General Koodo porting issues)]

Rockdaddy22 — Mon, 21 Nov 2016 14:41:43 GMT

Once things die down in the next couple weeks, these kind of fixes will be quick and easy. Thanks for understanding 🙂

Re: Can't log in. [Generic Error (+ General Koodo porting issues)]

Mary_M — Sat, 26 Nov 2016 16:52:42 GMT

Hey @theodog,

thank you for bringing this to our attention!

As you may have seen, the generic error is a known issue and may require me to submit a ticket for you. I will be also sending you a private message shortly 🙂

Thanks!

Mary

Re: Can't log in. [Generic Error (+ General Koodo porting issues)]

achong604 — Mon, 05 Dec 2016 22:35:09 GMT

Hi @Shazia_K

I am having this exact same issue and have just PM'd you. Hope you can sort this out for me as well.

Thanks,

Albert

Re: Can't log in. [Generic Error (+ General Koodo porting issues)]

theodog — Tue, 06 Dec 2016 12:27:01 GMT

Hi @achong604

Give it some time. My account login is still not working and it's been two weeks but my phone service works and it's been great.

The mods are very busy sorting out porting issues or no phone service for others. I know it would be nice to be able to log in but give them time.

Re: Can't log in. [Generic Error (+ General Koodo porting issues)]

achong604 — Mon, 12 Dec 2016 02:16:28 GMT

Hey @theodog,

Are you able to log-in to your account now?

Re: Can't log in. [Generic Error (+ General Koodo porting issues)]

Rockdaddy22 — Mon, 12 Dec 2016 02:17:31 GMT

I doubt it, but his service is fully functional

Re: Can't log in. [Generic Error (+ General Koodo porting issues)]

theodog — Mon, 12 Dec 2016 02:41:15 GMT

Hi @achong604

I still can't log in. I'm just not to worried about it yet.

All I care about logging in a couple of months from now to update my payment info.

Re: Can't log in. [Generic Error (+ General Koodo porting issues)]

Rockdaddy22 — Mon, 12 Dec 2016 02:42:18 GMT

What a great attitude:)