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I separated my mobile phone from family bundle account and then the 24x7 app would not recognise my account nor would reset password work. I called Telstra and operator did not sound sure but said reinstall the app. That didnt work.
My latest attempt I called an operator they reset password and I got an email with link to do new password.
It took 7 attempts (I kid you not!) of entering a new password, getting an error msg 'token provided is invalid, pls try resetting again'. I used the same details all but one time as I was sure I was doing it right - tried something different once to see if result different but it wasn't. Tried on my home computer and on mobile.
I dont see any logical reason why it takes so many trys to get the app/site password reset to work and recognise a user!? I wanted to share this to let others know how much persistence can be required to get 24x7 app working.