topic Re: "Authentication Unsuccessful" Error Message in Get Support

"Authentication Unsuccessful" Error Message

MarkW709 — Wed, 13 Nov 2024 00:20:08 GMT

When using the Public Mobile app, I get the following error message. Does anyone know how to fix this issue. It restricts my ability to fully utilize the app, particularly when travelling

Re: "Authentication Unsuccessful" Error Message

Handy1 — Tue, 12 Nov 2024 20:07:56 GMT

@MarkW709 Try clear app cache or uninstall the app and re install it and try again . Can also try website instead with new web browser window and try incognito mode /private mode or from a buffet device even . If still same then

submit ticket with support . using the chat bubble bottom right of screen

If that doesn’t work you can always send direct private message to support .

send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: "Authentication Unsuccessful" Error Message

hTideGnow — Tue, 12 Nov 2024 20:05:07 GMT

hi @MarkW709

maybe just browser cache, please use Incognito/private/secret mode on your browser to login My Account to confirm again

If same,  please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: "Authentication Unsuccessful" Error Message

MarkW709 — Tue, 12 Nov 2024 20:09:31 GMT

Thanks for the suggestion, but I've tried deleting cache in my browser and I've deleted the app and reinstalled it. The same thing happens.

As for submitting a ticket, I'm unable to do that because I can't be authenticated. It's a real catch-22

Re: "Authentication Unsuccessful" Error Message

MarkW709 — Tue, 12 Nov 2024 20:15:52 GMT

Thank you

Re: "Authentication Unsuccessful" Error Message

hTideGnow — Tue, 12 Nov 2024 20:16:22 GMT

hi @MarkW709

just use message then

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

Re: "Authentication Unsuccessful" Error Message

computergeek541 — Wed, 13 Nov 2024 00:20:34 GMT

@Handy1 wrote:
@MarkW709 Try clear app cache or uninstall the app and re install it and try again . Can also try website instead with new web browser window and try incognito mode /private mode or from a buffet device even . If still same then
submit ticket with support . using the chat bubble bottom right of screen

If that doesn’t work you can always send direct private message to support .
send a private message To CS_Agent
⬇️⬇️⬇️⬇️⬇️Link below ⬇️⬇️⬇️⬇️⬇️
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

That's not the app being used. That's the Community website.

Re: "Authentication Unsuccessful" Error Message

computergeek541 — Wed, 13 Nov 2024 00:25:22 GMT

@MarkW709 wrote:
When using the Public Mobile app, I get the following error message. Does anyone know how to fix this issue. It restricts my ability to fully utilize the app, particularly when travelling

I do not believe that contacted a customer support agent is required, nor do I believe that this is something that a cusotmer support agent can fix. The Public Mobile Community website will sometimes do this immediately after logging into it or if switching from desktop to mobile view (or vice versa). The fix usually involves some combination of simply refreshing the page by using methods such as pressing F5 or by using the reload icon in a mobile browser. Clicking on the avatar icon/login icon in the top right should also fix this. In some cases, all that is required is clicking on the "hamburger" menu icon and choosing "Community" to tell the Community main page to load again.

Re: "Authentication Unsuccessful" Error Message

MarkW709 — Wed, 20 Nov 2024 13:56:33 GMT

Hello everyone, This problem was resolved but I'm honestly not sure how. It took several days and I thought the case was hopeless and then, all of a sudden, everything works. I don't know if it just required a few days or it it was something that I had previously actioned, thanks to your suggestions and help.

I appreciate this community!

Re: "Authentication Unsuccessful" Error Message

computergeek541 — Wed, 20 Nov 2024 15:39:04 GMT

@MarkW709 wrote:
Hello everyone, This problem was resolved but I'm honestly not sure how. It took several days and I thought the case was hopeless and then, all of a sudden, everything works. I don't know if it just required a few days or it it was something that I had previously actioned, thanks to your suggestions and help.
I appreciate this community!

I can readily replicate that error message. The site usually just needs to be loaded again.