topic Re: error logging into community when sent a ticket by SIMon in Get Support

error logging into community when sent a ticket by SIMon

AidenHR — Wed, 05 Jan 2022 17:29:30 GMT

I need a PUK code to activate my sim card, but every time Simon sends me the ticket to speak to a moderator I get an error code ("error logging in") despite having the correct username and password. Is there any way I can simply send a message to a human without going through the bot?

Re: error logging into community when sent a ticket by SIMon

Anonymous — Wed, 12 Aug 2020 04:05:42 GMT

@AidenHR wrote:
I need a PUK code to activate my sim card, but every time Simon sends me the ticket to speak to a moderator I get an error code ("error logging in") despite having the correct username and password. Is there any way I can simply send a message to a human without going through the bot?

What is the exact message that your phone is saying?

It might be that the phone is locked to the previous provider. If you have a Samsung you can ask them directly. Otherwise you'll need to ask the previous provider.

Are you using the username/password that you used here to log in to the community?

Re: error logging into community when sent a ticket by SIMon

sunflowershine — Wed, 12 Aug 2020 04:10:04 GMT

@AidenHR You can send a private message to the moderators directly by click on the "envelop" icon next to your sign out icon. You can send to "Moderator_team" and let them know your question. They will answer within 48 hours.

Re: error logging into community when sent a ticket by SIMon

hairbag1 — Wed, 12 Aug 2020 04:19:09 GMT

@AidenHR wrote:
I need a PUK code to activate my sim card, but every time Simon sends me the ticket to speak to a moderator I get an error code ("error logging in") despite having the correct username and password. Is there any way I can simply send a message to a human without going through the bot?

https://www.publicmobile.ca/en/on/get-help/articles/where-to-find-your-puk

Re: error logging into community when sent a ticket by SIMon

AidenHR — Wed, 12 Aug 2020 04:28:27 GMT

Hey there,

The message is "Invalid sim card: Network locked, sim card inserted" and yesterday it was written I needed a PUK, but my phone is a samsung so I should just need to get through to a moderator.

Yes, I am using the same username and password.

Thanks!

Re: error logging into community when sent a ticket by SIMon

AidenHR — Wed, 12 Aug 2020 04:29:00 GMT

Many thanks!

Re: error logging into community when sent a ticket by SIMon

Anonymous — Wed, 12 Aug 2020 04:31:32 GMT

@AidenHR wrote:
Hey there,

The message is "Invalid sim card: Network locked, sim card inserted" and yesterday it was written I needed a PUK, but my phone is a samsung so I should just need to get through to a moderator.

Yes, I am using the same username and password.

Thanks!

Yeah that means your phone's locked. Samsung can get you unlocked. I don't think the moderators will get that for you unless the phone is from Telus/Koodo.

Re: error logging into community when sent a ticket by SIMon

gblackma — Wed, 12 Aug 2020 11:57:24 GMT

@AidenHR your phone is locked to the previous provider. Contact them and ask them to unlock it for you. You will need your imei number dial *#06# to get it. You can also contact Samsung online and ask them to unlock it for you. Stay safe.

Re: error logging into community when sent a ticket by SIMon

heather11 — Tue, 15 Sep 2020 19:20:59 GMT

This is the exact same issue I'm having.

I'm currently logged into the Community (or else how could I have posted this?).

However when I click the Chat link to "Submit a Ticket" for a port request, a new window opens that I'm not logged into, and it keeps saying "Error logging in", even though I'm using the right credentials. I use LastPass so it's impossible to mess this up.

Why doesn't the new window that pops up already have me logged in? This is quite odd.

Re: error logging into community when sent a ticket by SIMon

Anonymous — Tue, 15 Sep 2020 19:31:59 GMT

@heather11

Try another browser or clear cache/site cookies or use incognito/privacy mode.

Re: error logging into community when sent a ticket by SIMon

heather11 — Tue, 15 Sep 2020 20:37:06 GMT

Tried both of those things. No luck.

Re: error logging into community when sent a ticket by SIMon

norkwn — Tue, 15 Sep 2020 20:55:15 GMT

I have the same problem

Re: error logging into community when sent a ticket by SIMon

Dunkman — Fri, 12 Mar 2021 19:00:18 GMT