Justwanna-watch
Level 1: Cadet

Live pass log in says i don't have a service but I do!

Try to log into watch the netball live using my Telstra ID nd the log in doesn't work as it says i don't have any services, but i do! Can anyone help??

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5 REPLIES 5
Kjorg
Community Manager Community Manager
Community Manager

Re: Live pass log in says i don't have a service but I do!

Hi @Justwanna-watch

 

Thank you for your post, my apologies for any issues you're experiencing with the Netball Live App. 

 

I would first recommend turning off Wi-Fi and redeeming via the 4G Mobile Network instead of signing in with your TelstraID.

 

Please uninstall/reinstall the Netball Live app

Before reopening the app, ensure you are connected to 4G instead of Wi-Fi and the Netball Live app will recognise your Telstra service and automatically redeem the live pass. 

 

If you're still experiencing the same issue redeeming your live pass, please let us know the below device details 

What type of device are you using? (mobile/tablet, make/model etc) 

What version of iOS or Android is your device running? 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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aquariandream
Level 1: Cadet

Re: Live pass log in says i don't have a service but I do!

Hi there, I am having the same issue.  I've uninstalled and reinstalled the app, my wifi is turned off, when I click "I am a Telstra mobile customer" it takes me to a Telstra page that confirms I have the service.  When I click "go back to Netball app", I get an error that I don't have a valid subscription.  Please see screenshots attached.  Very frustrating - have been having this issue all week.

 

 

 

<edited for privacy (screen shot showed mobile number) >

aaron_h
Community Manager Community Manager
Community Manager

Re: Live pass log in says i don't have a service but I do!

Hello @aquariandream,

 

Thanks for your message, sorry to see you've also had some issues accessing the app.

 

Thank you for providing the screenshot, so we can forward onto the technical team,

can you also please supply the device details a colleague requested previously in this thread?

 

Device details are generally in settings>about.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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aquariandream
Level 1: Cadet

Re: Live pass log in says i don't have a service but I do!

Mobile iPhone 11 Pro iOS 14.4.2

aaron_h
Community Manager Community Manager
Community Manager

Re: Live pass log in says i don't have a service but I do!

Hello @aquariandream

 

Thanks for the device details, we have had a couple of other community

members report a similar issue, all with the same iOS version.

 

One step worth trying while the tech team investigate is to click on cancel

when the Live Pass is listed next to the eligible mobile service.

 

Maybe cancelling it, uninstalling/reinstalling and starting the process again

to redeem the free Live Pass will get around the issue. Please let us know how 

you go.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

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