@computergeek541
I experienced the same issue as Tarynel when I tried to submit a ticket via the SIMon Chatbot during the last week of September, so this isn't an issue of entering the wrong credentials. Community forum credentials are required for Step 1, while Self-Serve "My Account" credentials are required for Step 3.
I understand there's an inclination to attribute this problem to "user error", but I can assure you that isn't always the case. This problem may not affect all users, but it's a legitimate one. In my own situation, I took screenshots whenever my submission failed at Step 3, I tried clearing my cache and cookies, I tried different browsers, I tried incognito mode, I tried submitting a ticket on a mobile device when it wouldn't work on a traditional computer. I use a password manager, so I wasn't typing in the wrong credentials either. Even though I could login to the Self -Serve "My Account" website, I couldn't verify my identity using the same login credentials OR the 4-digit PIN for whatever reason. It simply stated "Error Logging In" when I press the Verify button.
@JL9
While you can bypass the ticket process by PMing the CSA account, you'll still be required to verify your identity when the CSA's respond. The CSA's send you a link, and that verification process also requires your Self-Serve "My Account" credentials OR a verification code sent to your phone. As with the ticket process, I was unable to verify my identity using the "My Account" login credentials for whatever reason. It simply stated "Sorry - that username and password did not match. You have 4 attempts remaining." when I pressed the Authenticate button. I didn't try the verification code option, since nothing seemed to work in my case.
I ended up using the "Can't verify?" option, which involves filling out the long form of questions and information required to verify my identity. Since I could actually access the Self-Serve website with my login credentials, I didn't have any problems answering the questions, but it would have saved me a lot of time and trouble if I could successfully verify my identity using the quicker methods.
@Tarynel
If you can actually login to the Self-Serve "My Account" website, I would recommend using the "Can't verify?" option to verify your identity when the usual methods fail. Once you fill out that form, you should be able to submit the ticket for your issue.
