I cannont access my selfserve account

[wjaf]

Each access attempt results in a 'Generic Error' message. I have tried clearing my browser cache, as well as attempting to access on another device (my phone) without success.

I suspect this has something to do with my TELUS number being ported, as I could access the account after sign up (when I had a new Public Mobility number), but not after (when my TELUS number was ported).

[Luddite]

@davedave Next time you have a question start a new thread/topic. You will be more quickly noticed.

In this situation, it is best to turn on email notification of private messages so you do not miss the deadline for resetting your account.

[Saray_O]

Hey there @davedave, 

Thank you for reaching out to us! I'm sorry to hear about this 😞 I will send you a private message in a little bit!

[davedave]

HI Manager,

It is very urgent, that my 2 lines got locked out, it tried to reset my password, still dont see any new password setting coming into my email both inbox and spam mail. so i cannot do anything to log in to my account...pls urgent tks.
i was trying to pay my fee but i cannot, pls help me to get into my selfserve account ASAP tks.

Pls let me know how to go into my account so i can top up immediately. tks.

[7789849803]

Thanks for letting us know, @wjaf!

[wjaf]

UPDATE: The issue has been resolved. 

[Shazia_K · Accepted solution]

Hello @wjaf, 

The issue with your self-serve account has been resolved, please view my private message.

Thanks,

Shazia. 

[wjaf]

A quick update: I received a a private message saying my issue had been resolved. I still cannot log in to my account. I am not very happy about this state of affairs.

[Shazia_K]

Hello @wjaf,

Sorry about this, I'll be glad to assist you in this matter. Please view my private message in order to proceed 🙂

Thanks,

Shazia. 

[Luddite]

Hopefully your phone service is not affected. To recover account access send a webmail staring here Get Help to customer assistance ASAP with your account and personal identifiers. If the problem is not resolved within 48 consecutive hours,  or PM's response does not help, inform this community. A community moderator will then be alerted to your situation, who will initiate contact and work with you until the problem is solved.