Cannot log in to self-serve

[katiebelanger]

I’m posting on behalf of my dad, because he is unable to log in. Our power has been out for a week, and he wants to purchase more data so that he can access the internet 

When he tries to sign in, it says “sorry, your login attempt has failed”. He has reset his password several times. We have tried clearing the cache and cookies and using incognito windows on several different browsers. Is there another way to get him logged in to his account? 

[darlicious]

@katiebelanger 

If you have gained access to the account and are in touch with customer support if your father's data needs are going to exceed 1gb before renewal the better choice may be to renew the plan early by assistance of the CSA or adding the extra funds and changing plans to higher data plan which you can do without needing the assistance of a CSA. Additional data is much cheaper by renewing or changing the current 30 day plan than purchasing $15/1gb data add ons.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[BKNS27]

@katiebelanger 

The crazy storm back East sure cause havoc. Telus are working to get everything up and running. Meanwhile, you can dial 611 for the current account status.

[hairbag1]

Dial 611 to pay for add-on data using on file credit card.

Alternative, is to get payment vouchers at retail place like Shell Gas and dial 611 to add them to acct and get your desired add-on.

[JK8 · Accepted solution]

@katiebelanger 

Try another device using chrome and going incognito. Use the Forgot your password link if you need to.

You can also call 611 from the phone to buy a data add-on.

If still issues logging in contact a CS Agent.

• 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 our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.