danagould's profile

Regular Visitor

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3 Messages

Tue, Dec 15, 2020 10:00 AM

Cannot access 'My Account' on web or app

I haven't been able to access 'My Account' or pay my bill on web or in app for days.

I get an error message.

 

Sorry, This Isn’t Working Right Now

Please reload the page and try again.

 

I was able to pay my bill over the phone with customer service, but I cannot confirm it worked.

Responses

Accepted Solution

Official Employee

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839 Messages

6 m ago

For everyone else experiencing this and needs a fix, please post it here 
Megathread - "You are logged in but we are unable to access your account details" 

 

@danagould  give it a try now. There's a backend database configuration mismatch that I've manually set to fix. It should've been set automatically so I'm checking with the team on what caused it. Thanks for your patience!

Official Employee

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839 Messages

6 m ago

Thanks, I've taken your account information and forwarded it onto our dev team

 

Regular Visitor

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3 Messages

6 m ago

Another week goes by and I can sign in, but I still can't My Account page.

Regular Visitor

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3 Messages

6 m ago

Awesome. Works now. Thanks!

New Poster

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2 Messages

6 m ago

I have had exactly the same problem as danagould since December 14, and still ongoing as of today, December 26: 

 

I haven't been able to access 'My Account' or pay my bill on web or in app for days.

I get an error message.

Sorry, This Isn’t Working Right Now

Please reload the page and try again.

 

Could you please apply the same fix as what you did for danagould? Thanks

Official Employee

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839 Messages

6 m ago

Hi @helm we apologize for the issue, it appears My Account is reading a field in the database that it shouldn't be so I'm at least setting the field to the correct value to enable you to sign in again, let me know if it's not resolved. 

New Poster

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2 Messages

6 m ago

I just tried it, and now it works! Thank you for your help solving the problem.

Official Employee

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839 Messages

6 m ago

Awesome, glad we could help, enjoy your services!

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