topic Re: Pop up window blocks access to My Account in Get Support

Pop up window blocks access to My Account

Moqcca1 — Mon, 11 Mar 2024 14:16:51 GMT

On my iPhone (with a small screen size), there is a pop-up window about the introduction of the Points Reward system that I cannot close. I can’t access My Account, neither in the app, nor in a browser window. I can’t click on the X to close this pop-up message as it is not fully visible on my screen. — Will I have to wait until May/June to access My Account again on my cell?

Re: Pop up window blocks access to My Account

hTideGnow — Mon, 11 Mar 2024 14:23:54 GMT

hi@Moqcca1

try access via app on your phone. Download the PM app from app store

or try using another browser like Chrome or try access from a desktop

Re: Pop up window blocks access to My Account

Sansan — Mon, 11 Mar 2024 14:24:35 GMT

Hi, this pop up window has an x on the upper right corner. I clicked on it and it went away. Or click on learn more. Maybe try on a laptop or computer to see if you will be able to get rid of it.

If our cannot access your account through this link, to the chatbot

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Then try the one below.

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

Re: Pop up window blocks access to My Account

Handy1 — Mon, 11 Mar 2024 14:24:56 GMT

@Moqcca1 Maybe try clearing web browser cache and cookies and try again incognito /Private mode . Or clear app cache . Can even go as far as uninstalling the app and try installing it and try again see if that helps

Re: Pop up window blocks access to My Account

Moqcca1 — Mon, 11 Mar 2024 14:27:18 GMT

Are people just answering to get points, or something?! Or is nobody reading?

As stated in my question: I cannot access the X. Also, I do have the app and I’m having the same problem in the app and with a browser. The issue is the screen size of my phone.

Re: Pop up window blocks access to My Account

Sansan — Mon, 11 Mar 2024 14:28:27 GMT

Go into your phone settings and change the font to a smaller size

Re: Pop up window blocks access to My Account

Handy1 — Mon, 11 Mar 2024 14:29:09 GMT

@Moqcca1 Yes Iread your question and offered you couple ideas to try and solve it . If the phone is to small for you try in lap top or tablet then see if that’s any better

Re: Pop up window blocks access to My Account

Moqcca1 — Mon, 11 Mar 2024 14:32:02 GMT

Where would those settings be? I don’t see anything in the app details in my iPhone settings, nor in the PM app settings themselves.

Re: Pop up window blocks access to My Account

Moqcca1 — Mon, 11 Mar 2024 14:33:25 GMT

Hmm. Thanks then…? But I want to use my iPhone and not go on a computer. It most definitely had occurred to me that a computer has a bigger screen than my small cell.

Re: Pop up window blocks access to My Account

Sansan — Mon, 11 Mar 2024 14:33:55 GMT

Settings, cellular then cellar data network. Press reset settings. This is on your phone.

Re: Pop up window blocks access to My Account

Handy1 — Mon, 11 Mar 2024 14:35:49 GMT

@Moqcca1 Some times I find my iPhone gets sticky . So I will close out all windows power done the phone for couple mins and reboot it . And things start to work smoothly again . When the last time you shut off the phone . It’s good to do every now and then to help performance

Re: Pop up window blocks access to My Account

Moqcca1 — Mon, 11 Mar 2024 14:36:56 GMT

Thanks. Tried that. Also signed out and closed app. Just in case. But now still the same problem.

Re: Pop up window blocks access to My Account

Moqcca1 — Mon, 11 Mar 2024 14:38:19 GMT

Alright. I can do that. But I’m still pretty sure that the problem is with the app (or with PM) and the size of that window.

Re: Pop up window blocks access to My Account

Handy1 — Mon, 11 Mar 2024 14:40:49 GMT

@Moqcca1 Well that’s certainly a possibility too as their are many thing wrong here with PM .not everything works as it should and far from an intuitive experience . But there’s usually always a work around

Re: Pop up window blocks access to My Account

Sansan — Mon, 11 Mar 2024 14:41:10 GMT

Hmm, after doing that restart phone wait 1 minute then restart. Is there anyway you can zoom out? How about the option in the middle of the screen that says learn more? Have you tried that?

Re: Pop up window blocks access to My Account

Phil_Adelphus — Mon, 11 Mar 2024 14:55:17 GMT

@Moqcca1 If you try accessing the account with Safari on your phone and enable "block pop-ups" does that do anything? Or can Siri be asked to dismiss the pop-up?

Re: Pop up window blocks access to My Account

Moqcca1 — Mon, 11 Mar 2024 15:07:02 GMT

Thank you to everyone who brainstormed potential fixes for me. I tried most (resetting, restarting, Chrome, incognito, …) without success. But when Phil_Adelphus mentioned Safari, I tried Safari and the pop-up window is a bit smaller there, so I could see and click on the X to close window. — N.B. Pop-ups had already been blocked in Safari but this message still popped-up anyway.

Of course I’m feeling a bit dumb for not having tried Safari before, but for various reasons it hasn’t been my go-to browser anymore. Oops.

So while the problem in the app (and Chrome etc.) seems to persist, I have a solution now for accessing My Account on my iPhone. Thanks.

Re: Pop up window blocks access to My Account

Moqcca1 — Mon, 11 Mar 2024 15:10:58 GMT

That just opens a(nother) browser window but the blocking pop-up message remained.