ashman1
Level 1: Cadet
October

account and order numbers are not registering with telstra

i am encountering an issue with Both the account number and the order reference numbers, when i try and track my order it is rejected with a message.

Sorry, the format of the order number you have entered is not valid. Please check your order number and try again.

If i try and check my account details, i get this message.

The account details you've entered don't match our records. The information you need can be found on the front page of your bill. If your details are correct, contact us on 24x7 Chat for help.

The chat bot cannot help either as it does not recognise either number. these were sent via email to me from Telstra.

Please can anyone help

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SteveW_52
Level 21: Augmented
October

Re: account and order numbers are not registering with telstra

In response to ashman1

Did you get a reference number (I-xxxxxxxxxx) for the interaction about the order?

What does the order number start with (SR-, I- etc.?

Is this a new service and account?

Is it a pre-existing account that you have previously received a bill for?

Is it Pre-paid or Post-paid?

Is it for a service or device?

Stevo 52
Too many devices, probably an addict :-) also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
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