Can't access account

[Neil90]

Contacted customer support a few weeks ago about not being able to get onto my account, which they confirmed is on their end and not mine, and it was escalated to the tech support team, and I still don't have access to it. Has anyone had to deal with this problem before? It would be nice to be able to access some of the deals on to upgrade my plan.

[Neil90]

I sent a new message now asking for an update, and included ticket numbers, so that should hopefully start moving things forward again. I don't know why this is apparently such a hard issue to fix, or if it was just completely ignored after being escalated originally.

[softech]

@Neil90   yup, from what you posted earlier, I know you can't get on even with Incognito mode

Bug them for an update daily, at least every other day.  Ast them to escalate.  Do not let unanswered or they might close the ticket.

[Neil90]

I can't reset my password at all, it gives me an error when I try. I think my only real option is to keep bugging them until it gets fixed and for them to change my plan for me until I can get on. Thank you for all who took time to reply!

[gpixel]

@Neil90 

I would try resetting the password. when logging in with the new password use incognito/private tab and manually enter the password in. do not use an autofill method with a password manager etc.

[HALIMACS]

@Neil90 

When it comes to logging in issues, usually the 1st 2 points below cause the majority of concerns. 

However point 3 is one I struggled with (when using Google Chrome on a mobile device) for several week earlier this year.  I could not log into self-serve - and it turned out it was because I was 'tapping' the login button whilst the system was automatically trying to log me in.   It resulted in an error message every time. 

I doubt that 3rd 'glitch' is completely familiar to all CSA's.

1. Try clearing cache and cookies and opening an incognito tab
2. Try using a completely different browser from a completely different device which does not have stored/remembered credentials
3. If using a device with stored/remembered credentials on Chrome browser, sometimes when these autofill, the device also attempts to automatically log you in.  If a device does this, do not tap the sign in button while it is trying to log you in as it will deliver an error message

Also, try tapping the highlighted area when logged into self-serve for a refreshed page version:

[darlicious]

@Neil90 

How long has this been going on? Do you have a points account in $$ rewards account?

[softech]

@Neil90   I guess if PM confirmed it is an issue on their end, trying Incognito mode or different browsers as suggested above would not be useful in your case

Yes, I heard about issue like this once or twice.  I don't think OPs for those cases came back and updated us how it ends.  I suggest you to push for an update every couple days and don't let the case opened with no progress.  Ask agent to escalate and push for a solution

Of course, do come back and update us when it is finally resolved.

For upgrade, you are looking for a plan change?  If you cannot access My Account, I guess you have no choice but to open ticket with PM and ask them to change it on behalf.  Just open another ticket with agent

[Hollister · Accepted solution]

@Neil90 

If it has been a few weeks and it has still not been solved by tech support contact an agent again to see what is going on. A few weeks without a solution is not very good service. Ask the agent if they can change your plan while waiting for the fix.

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[Quigley]

@Neil90 

Try logging into your account using a different browser in incognito or private mode instead.

You should be able to login with better success doing it that way.

[Handy1]

@Neil90 @Try clearing your web browser cache / cookies and try again in incognito / private mode 

and it even a different browser