Self serve webpage not working properly

[dlianne]

Every time I log in to my account, there is virtually no information shown, the fields are blank. If I try to click on Plan and Add-Ons, it says Oh no! Something went wrong... try login again...

But each time I try again (and I've tried on different browsers even) it continually says same message. 2 of my family members also have accounts and their accounts work perfectly fine, showing all the information they should. Also the Overview page has no information shown, pretty much a blank page. 

[Danchvn]

@dlianne I had this same issue a while back which was caused by my ad blocker. Once I turned it off for the Public Mobile sites I no longer had the issue.

That being said I have no idea why it would work for others on the same computer and browsers. As mentioned by others before it would probably be best to reach out to the moderators if you haven't already.

[dlianne]

Yes, exactly! Thank you, I'm trying the moderators now so hopefully they can help! 🙂

[esjliv]

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@dlianne wrote:

Thank you , just tried this and no change... like I said, it's weird because other accounts accessed from the same computer and same browsers are totally find, it's just mine that has a problem.

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Hi @dlianne ,

Well, that is a bit strange if the same computer is being used, yet different accounts are working and yours is not.

Hopefully, the moderators find something that can be corrected!

[dlianne]

Thank you , just tried this and no change... like I said, it's weird because other accounts accessed from the same computer and same browsers are totally find, it's just mine that has a problem.

[gblackma · Accepted solution]

@dlianne if this happens everytime, contact the moderators and ask them to  look into it for you. There are 2 ways to contact the Moderator Team:

• Faster response- Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
• Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen.  The mods answer will show up there.  When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe. 

[esjliv]

@dlianne ,

No worries, this can happen.

Try clearing you cache, opening up a tab in incognito mode.

You can also try restarting the device you are using. Does the device you are using need any upgrades?