topic Re: Can't create a ticket while services suspended in Get Support

Can't create a ticket while services suspended

dromo — Sat, 18 Mar 2023 19:50:35 GMT

I am trying to create a ticket regarding payments while my services are suspended.

The workflow is failing at Step 3. Verify your identity where "Verify using SMS" won't work because of suspension and "Verify with My Account Credentials" is failing with: "Error Logging In", when I tried with my Telus login email & pass.

What should the inputs to "Verify with My Account Credentials" be.

Re: Can't create a ticket while services suspended

dust2dust — Fri, 17 Mar 2023 15:54:09 GMT

After using the community credentials first, you have some options. I've had better luck with the pin option.

Re: Can't create a ticket while services suspended

dromo — Fri, 17 Mar 2023 15:55:39 GMT

@dust2dust Community login works it the "Verify" step that fails. Pin won't work for me as the services are suspended and I won't get the SMS pin

Re: Can't create a ticket while services suspended

dust2dust — Fri, 17 Mar 2023 15:58:17 GMT

No, for the ticket set up the option is to use your 4 digit account pin.

For the login to the account in the first place there's the email option. But if that is stopped by needing a 2fa sms then that obviously won't work for you either.

There are other ways to pay too. Vouchers and real time payments. Then you could use the sms option.

Re: Can't create a ticket while services suspended

Meow — Fri, 17 Mar 2023 15:59:06 GMT

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

- Send a private message to the CSA - agent by clicking (Ctrl+) Here