08-12-2022 03:21 PM
Hello,
We have multiple accounts and seems all our other accounts (aside from mine) are unable to be logged in.
I get a code message everytime I try to sign in on Public Mobile My Account:
message: "Unauthorized"
Yet these accounts use to work without an issue whatsoever. I did also notice the redirection to Telus now.
Tried resetting the password on the accounts, which sends a text, lets us in, but on reset, says it's not working.
No errors on the submissions. Passwords match. All requirements are met. Just will not reset the password.
Tried from multiple browsers (desktop) and then even from my mobile itself. Always the same issue.
Why is it that my account can be logged into, but others in our family who have accounts cannot access them?
Any help or direction would be greatly appreciated!
08-14-2022 01:35 PM
@popping I don't know about other browsers much because I mostly use FF and always incognito mode for any logins. Occasionally, I've used Chrome if having problems with FF (rare). I use email alias for couple of household accounts that I manage and have had no issues logging into the accounts before or after the self serve account change. I just tested logging into one of the accounts using alias email on Chrome too, and had no problems. I use "+" alias for gmail.
I do like the fact that rewards show up in the payment page now so we can bypass the separate login for Rewards account.
08-13-2022 06:40 PM
@esjliv
Chrome and FireFox browsers are installed on my laptop. Chrome is also my go to browser. I use FireFox for high security login only. I don't mind to move the new portal login to Firefox and leave community login at Chrome. I avoid using incognito or private mode as much as I can.
08-13-2022 05:05 PM
08-12-2022 04:56 PM
Thanks that's helpful info....I don't use email aliases for my accounts either and would advise against them in regards to password reset issues they can cause.
08-12-2022 04:54 PM
Yes, they do.
08-12-2022 04:53 PM
Hello MrSpock! Thank you! That was much more encouraging!
I apologize for coming off short.
08-12-2022 04:50 PM - edited 08-12-2022 04:51 PM
The new self-serve portal hates Chrome browser. After playing with Chrome for 2 days, I switched to using FireFox on my Windows 10 laptop. Everything works with my 8 PM accounts using FireFox browser.
Using Gmail Aliases
Login with Gmail aliases using "+" format does not work with the new portal ATM. I don't know whether Gmail aliases using "." works with the new portal or not because I do not use Gmail aliases.
All 8 PM accounts, which I managed, are using separate email accounts.
Password Reset
I don't have password reset problem. I always test the PM password reset email before reply. I received the PM password reset email around 30 seconds this time. Sometime over 1 minutes or longer. The response time varies. Therefore, if someone sends the reset password requests with less time in between each request. By the time you received the first password request email, PM server may be processing the second request and void the first reset code. It may be a timing issue. IDK. But wait a bit longer before sending another request.
Pro Tips using Windows 10 Firefox browser
08-12-2022 04:31 PM
Do the other accounts have email aliases as their username?
08-12-2022 03:44 PM
@wisekal Hi we are all customers here like you, with the recent upgrades it seems to be an ongoing issue sorry if the response wasn’t up to your expectations hopefully a cs agent can help you
08-12-2022 03:31 PM
Pretty standard response I am seeing from recent posts. A little discouraging.
A lot of people seem to be experiencing the same issue. Is this a known bug?
As mentioned, over the last month or so, I've noticed the login redirects to Telus, then redirects back after you've successfully signed in. So clearly some changes have been made to their server side. I wonder if that is affecting us? Were there any announcements or news regarding this change? I'm observant lol
Would be nice to see a global "we are looking into it" or along those lines if it is happening to the masses.
That said, thanks @MrSpock for your reply. I appreciate the steps to initiate support.
08-12-2022 03:30 PM
tried use browser from computer, and clear cache and cookies and use one page inPrivate mode,
To Login Page
still can't login then contact support team by private message CS_Agent with each account info. to fix it or want to change email or set new password.
08-12-2022 03:23 PM
@wisekal Hi try clearing your cache or use a different browser in ingognito mode reboot your computer if problems persist you will need to open a ticket, to speak to a customer service agent Click here or if you are having issues with Simon you can send private message to a CS Agent here: https://bit.ly/2GGCJzH