topic Re: Getting "Error Logging In" when creating a ticket in Get Support

Getting "Error Logging In" when creating a ticket

lread1 — Tue, 03 Jan 2023 06:02:24 GMT

Hiya,

I created a community account so I could submit I ticket, but when I try to log in with my community account username and password on the "Submit a ticket" page, I get "Error Logging In".

My community account username and password works to login here (hey, I'm posting this message, right?).

If I open my browser web dev tools, I see a 500 Internal Server Error for "lithium-login".

Re: Getting "Error Logging In" when creating a ticket

Meow — Mon, 02 Jan 2023 17:10:18 GMT

Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

Re: Getting "Error Logging In" when creating a ticket

lread1 — Mon, 02 Jan 2023 17:36:15 GMT

Thanks for the tips.

I have tried all of the above from Chrome and Firefox on my Mac laptop and my Linux desktop.

No luck for me.

The 500 error strongly implies something unexpected is broken on the server side.

Hopefully some public mobile support staff are reading this forum and can check it out.

Re: Getting "Error Logging In" when creating a ticket

lread1 — Mon, 02 Jan 2023 17:44:15 GMT

Oh, I don't know how these forums work, I replied to you Meow, when I should have added to the topic here.

(I don't see my reply to you so I guess it was private?)

Edit: oh wait, replies show newest to oldest, there it is!

Re: Getting "Error Logging In" when creating a ticket

Patchio — Mon, 02 Jan 2023 18:06:32 GMT

@lread1

If you are unable to submit a ticket through the SIMon chatbot, please send a Private Message to the CS_Agent account using the link below to get a ticket started:

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

With this method, you will need to check your private message inbox (i.e., see the envelope icon at the upper right corner of the Community website).

Be prepared to verify and confirm ownership of the account by answering multiple questions, such as:

Your first and last name
Public Mobile Phone Number
Pin number

You may need to answer supplemental questions if you are unable to provide your PIN number.

Re: Getting "Error Logging In" when creating a ticket

lread1 — Mon, 02 Jan 2023 18:08:57 GMT

If I could submit a ticket for not being able to log into the ticket system I would, but, well, that's not possible.

Re: Getting "Error Logging In" when creating a ticket

lread1 — Mon, 02 Jan 2023 18:13:13 GMT

Thanks Patchio, I'm not a Public Mobile service customer, so i don't have all that info.

I just bought a phone from Public Mobile, and I think I want to return it.

But I'll give that link a shot anyway, thanks!

Re: Getting "Error Logging In" when creating a ticket

Patchio — Mon, 02 Jan 2023 18:13:15 GMT

@lread1
Private messaging is the only other method of submitting a ticket when you are unable to log in to the ticketing system with your credentials.

This is not a problem on your end. This is an issue on PM’s side of things. I have experienced this issue multiple times and had to private message the CS_Agent account to get a ticket started.

Re: Getting "Error Logging In" when creating a ticket

Patchio — Mon, 02 Jan 2023 18:16:32 GMT

@lread1
Yes, in this case you can only private message the CS_Agent account to return the phone, because you actually need to be a PM customer in order to complete the standard ticketing process. It requires the Community AND Self-Serve My Account login credentials, which you don’t have.

Re: Getting "Error Logging In" when creating a ticket

lread1 — Mon, 02 Jan 2023 18:18:12 GMT

Much thanks for this tip @Patchio, I have sent a PM to CS_Agent.

Re: Getting "Error Logging In" when creating a ticket

softech — Mon, 02 Jan 2023 18:18:36 GMT

@Patchio please open ticket via direct message, provide them your order number

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Re: Getting "Error Logging In" when creating a ticket

frenchonion — Mon, 02 Jan 2023 19:42:40 GMT

I had a similar problem too, it gave that error after I put in the My Community username and password. I even tried the My Account login but it didn't work either. So I ended up doing the second option they give which is to enter in the account PIN and name. That worked and I got a reply to my ticket afterwards.

Re: Getting "Error Logging In" when creating a ticket

lread1 — Mon, 02 Jan 2023 19:51:29 GMT

Thanks @frenchonion, that answer will help folks with a Public Mobile account, but I don't have one.