topic Re: cant login in Get Support

cant login

jzasfc — Sat, 02 Sep 2023 15:03:38 GMT

when i login and click resume activation it just takes me to a new login page, but when i enter the same email and password i used to login previously it just says email and password doesn't match, i've tried many times and i know that i'm not putting my email/password incorrectly, not sure what to do

Re: cant login

hTideGnow — Sat, 02 Sep 2023 15:04:47 GMT

HI @jzasfc

are you using the app? try to uninstall and reinstall the app and login to resume activation

Re: cant login

Handy1 — Sat, 02 Sep 2023 15:11:42 GMT

@jzasfc Have you downloaded the PM all to finish the activation ? After that reboot the phone and see if that helps

Re: cant login

Meow — Sat, 02 Sep 2023 15:17:53 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: cant login

jzasfc — Sat, 02 Sep 2023 15:18:09 GMT

yes ive tried using the app, doesnt work either, im just stuck telus.com page

Re: cant login

jzasfc — Sat, 02 Sep 2023 15:21:06 GMT

this is using a computer, also ive tried what you suggested and nothing changed, am i even supposed to be getting another login page after clicking resume activation?

Re: cant login

jzasfc — Sat, 02 Sep 2023 15:22:10 GMT

if you mean downloaded the PM app, then yes ive tried logging in with that didnt work

Re: cant login

dust2dust — Sat, 02 Sep 2023 15:23:21 GMT

Are you an existing customer for a while with working service (or had been recently) and you're now trying to log in?

Re: cant login

jzasfc — Sat, 02 Sep 2023 15:24:45 GMT

no, i'm a new customer and trying to login for the first time

Re: cant login

hTideGnow — Sat, 02 Sep 2023 15:25:14 GMT

HI @jzasfc

you are trying to activate? you need the app to finish the activation.

try to unisntall and reinstall the app

if still unable to login, submit a ticket with CS agent:

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

Re: cant login

Handy1 — Sat, 02 Sep 2023 15:26:40 GMT

@jzasfc Please submit ticket with support using this direct link to help

send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: cant login

dust2dust — Sat, 02 Sep 2023 15:31:26 GMT

So the new service is not yet working? If you started the sign up on the web page and paid then as mentioned now you need to use the app to finish. But oddly the app is not self-contained and shells out to your default browser. If you have different privacy settings or whatever in that browser then other problems could happen.

I use some privacy apps and settings in my main browser on my phone. But I have set the default browser to a more open not as tight browser so that these kinds of links will work.

Re: cant login

jzasfc — Sat, 02 Sep 2023 15:43:53 GMT

i don't think privacy settings is the problem, i don't have any privacy apps or anything on my phone and my privacy settings are standard on chrome if thats what you mean

Re: cant login

hTideGnow — Sat, 02 Sep 2023 15:45:12 GMT

HI @jzasfc

yes, it is a system login problem and not app on your phone

you have submitted ticket yet? if not, please do so and don't waste time 🙂

Re: cant login

dust2dust — Sat, 02 Sep 2023 15:59:52 GMT

So apparently it's a waste of time to try to help people now.
You say standard Chrome. Is that set as the default browser? Is it just "out of the box" settings? You haven't changed any settings in it? Have you cleared cache and cookies in it?