Looped to home page when signing in - now sending to "preactivation" screen

[William6368]

I need help getting logged in so I can purchase a US roaming add-on and use my phone today. I think I may need to contact support but hoping someone can help me out instead!

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About a week ago I signed in to add funds to my account and went through the new Eversafe account creation thing. I then added funds I planned to use for an add-on later. At that time I could see my whole plan/account correctly.

Today I wanted to purchase the add-on and so went to sign in. It would complete successfully (with 2FA) but then loop me back to the home page. Every time I clicked "Sign In" or "Account" from there, it would reload the home page.

I downloaded the mobile app and signed in (again, 2FA worked). This time it took me to a screen to select my plan. I couldn't get around it, so signed out and uninstalled the app.

I tried again on my laptop and now when I log in I get sent to a "preactivation" screen which wants me to continue my activation.

I have tried in firefox and chrome, private browsing and with cookies/cache cleared. I am sure I am using the same email as previously (confirmed that's where emails get sent, and also 2FA works).

I think something went wonky when I tried the app, but even before that something (different) wasn't working for me.

I'd appreciate any suggested steps to work around this or fix it - or confirmation that I just need a ticket!

[dust2dust]

@hTideGnow- lol then I got a reply to my reply to the first one asking how they can help me. lol
Just like everywhere, people can't seem to pick up details in wording. They skim and jump to their conclusions.
I had that yesterday asking for the referral reward shortage. They replied wanting all the verification info. I replied saying they already have it. Click on the expand message link. Jeez.
I'm certainly not perfect either and welcome people pointing out and I correct it.

[William6368]

I appreciate all the troubleshooting, but I am not particularly concerned at the moment about voice calls not working here. Although I may try some of those steps later on, right now I'm focused on wanting to set up the add-on so I have texting, which I know will work (and then voice/data when in town and traveling through less rural areas, which I also already know will work).

I am in contact with support and hoping they can fix the log in issue. Has anyone else seen something similar to the login loop or the pre-activation page? It's very odd.

[hTideGnow]

haha @dust2dust  , why they always send the reply to the wrong member.  I had that experience before too

[dust2dust]

I got a reply from support that was intended for you.
So were you able to switch the partners phone down to 2G GSM to make sure that talk would work? That might give you talk. Text would work there as well. No data.
Then you could reasonably expect that your phone could work if you can ever manage to purchase the add-on.

Also, do you know if either phone has been enabled for volte here yet? Having volte would be ideal for talk. But this place has been severely restrictive on allowing limited devices to use it.

[softech]

@William6368 

For workaround, download VoIP app TextNow and make regular calls (and receive) using the apps

To try to fix the voice issue, try VoLTE.   make sure VoLTE is enabled on the device setting. 
And if it does not work, try to change the Preferred Network Type or Network Mode to 2G and see if the calls goes through

[William6368]

Whoops, my bad on not answering those. I'm not in Alaska. I am in a rural-ish area - which I imagine is the issue with voice calls. Data and texting are working fine on t-mobile already (for my partner's phone) and text receiving for mine as well (on t-mobile). I did get a welcome to the US text.

Since I can't recall the PIN though, I'm not sure any of this will help in the end. As I mentioned, I called the 855 number with someone else's phone and wasn't able to guess the PIN, and haven't been able to find where/if I wrote it down.

[dust2dust]

Can you answer some of the other questions? If you're in Alaska then T-Mobile doesn't work. If you're in rural areas then nothing might work. So check the networks that you can scan for and see if T-Mobile shows up and select it. You should get the welcome to the US text (if they still do that what with all the changes around here).

Can you manually switch the phone to 2G GSM? Do you know if your phone has been enabled for volte yet?

[William6368]

I tried 611 on my phone and it doesn't work. However since the 855 number doesn't work on my partner's phone either (also with Public Mobile) this is likely a service area issue with voice calls.

Pulled out someone else's phone with another carrier and the alternative phone number works great - until as you say I need that PIN and can't guess it. I see a support ticket in my future (although I've learned 2 very helpful things for add-on purchases, so thank you)

[dust2dust]

611 should work. You can also dial 1-855-4pu-blic from the phone and any phone. Make sure you see that you're connected to T-Mobile. For bonus points (not really) see what happens if you try to connect to AT&T. Are you in Alaska? Did you get the welcome to the US text?

But yes you need the 4 digit account pin. If you were able to log in then you could set it but...

[William6368]

That is a great clever solution that I didn't know about - thank you! Unfortunately I am already in the US so I don't imagine dialing 611 would work. I also imagine I can't do it from another phone, but I'd be happy to be wrong on that one. Worst of all, I'm only 25% sure I could figure out my PIN (although I'll fix that when I can for sure).

[dust2dust]

If you know your 4 digit account pin then you can dial 611 and buy the add-on there. Enjoy your trip and then when you get back you can figure out the account log in then.

[William6368]

Thank you for the suggestion. I have already tried both firefox "private browsing" and chrome "incognito".

[will13am]

@William6368 , try using incognito mode on your browser, see if that helps.