Can’t log in to upgrade

[AJMills]

Here is the problem. When I log in to upgrade my phone in the app it takes me to the website and then says it can’t log me in properly. If I check in my account I am logged in but a yellow banner appears at the top saying i cannot be logged in but I can still upgrade. Two tabs appear one saying upgrade and one saying add a new device. The upgrade tab is not active and therefore cannot be accessed, the other tab works but this isn’t what I want to do. I have tried this on other devices and on other web browsers but the result is the same. I am being prevented from upgrading my phone as the tab to upgrade is not activated. Please advise.

[Northerner]

Hi @AJMills 

Are you eligible to upgrade. Text UP to 150.

Thanks 

[AJMills]

Yes I am 

[Leanne_T · Accepted solution]

Hi there @AJMills 

Thanks for coming to the community, 

If this is the same on multiple browsers we would need to get the account looked into. To do this, please call us on 150 and the team can check everything is showing correctly set up at our end and help you get this sorted 🙂

Thanks. 

Leanne.

[Bgm71]

Have the exact same issue. 

[Rach_H]

Hi @Bgm71,

Welcome to the Community!

I'm so sorry to hear you'e having these issues. Have you tried using another browser or clearing your cookies and cache to see if this helps?

Rach

[Spindleshanks]

I’m also having this issue and have used the contact us form 3 days ago with normal response. Even after clearing cache and browser history and other browsers 

[Katie_B]

Hello @Spindleshanks. 

Thanks for coming here and letting us know you are experiencing this.

I'm sorry to hear this has still not been resolved. 

As you have already tried other browsers and clearing cache and cookies I'd recommend giving us a call. 

Our customer care team will reset your account, if this does not fix the issue they can then escalate this further.

Speak soon, 

Katie