Can’t login

[DJWalmsss]

Whenever I try to log in on the app it says there’s an error, tried logging in on safari and says there’s same thing error retrieving my information all details correct it’s been doing this for days I go to Italy today and can’t access any roaming packages

[Michael_D · Accepted solution]

Hi @DJWalmsss 

Welcome to the community.

If you are seeing an error on both the website and the app, it is worth trying to uninstall and reinstall the app, and also clear the cookies and cache from your browser.

If that doesn't help, give our tech guides a call and they can look into your account settings for you.

With regards to the roaming add-ons, you'll get a text when you arrive with a link to purchase an add-on, which won't need you to login to your account.

Michael

[srcommunicat]

Unhelpful. I have had the same issue and error messages for nearly a week. I spoke to customer support then tech support level 2 who said it has been logged as a known issue and many people are having the same problem - but could not say when it would be resolved. Unacceptable.

[petrovi4232]

Same problem 2 weeks 

[Katie_B]

Hello @petrovi4232. 

Welcome to the community. 

Are you seeing this error when you try to log in to your account online rather the app?

If you don't see this error, please try deleting the app and reinstalling it. 

Katie

[petrovi4232]

I can't log in either using the app or on the website. on another phone the same.

[Alex_H]

@petrovi4232 Is the error happening on the login page when entering your details or does it accept the username and password and then load a different error page? 

If its happening on the actual login page please try changing your password via the reset password button as that can sometimes help with login page issues.

If it continues to happen across multiple devices and browsers though it may be something account related in which case the best thing to do is contact our technical team for support.

Alex

[petrovi4232]

The app doesn't sign in to my account. I can sign in on the website sometimes, but I can't see my bills, devices, or manage my accounts. There's an error message.

[Peter_W]

Thanks @petrovi4232, in that case it definitely sounds like something isn't quite right with how it's set up at our end.

I would definitely suggest getting in touch with our team like @Alex_H recommended, and they'll be able to advise you from there.

Peter

[petrovi4232]

I think they did something wrong when I contacted support, but they can't solve anything, it's all the same. My wife isn't receiving messages and they can't do anything. I can't log into my account. The support is really bad.