CrowdSupport®
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Level 1: Cadet

Account Lookup Failed: 403

Account Lookup Failed: 403 - I've tried re-installing, beta version, clearing cache, new NRL id etc etc.

 

Trying to purchase a new subscription (had one last year).

 

Not a Telstra customer. 

 

Is there any other way to purchase a subscription other than through a so far unsuccessful app.

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6 REPLIES 6
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Level 1: Cadet

Re: Account Lookup Failed: 403

No response to this?

Will I be missing the second round of matches as well?
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Telstra (Retired)
Telstra (Retired)

Re: Account Lookup Failed: 403

Apologies for the delay in replying and for the issues you have had with the App. 

 

We have heard some reports of this error message and we are currently investigating. Would you be able to tell me what account you used to login? i.e. Email/Password, Facebook, or Google? Did you verify your NRL Account via email?

 

 

So we can investigate further, can you please try the following:

  1. Open App
  2. More menu
  3. Tap on NRL Live Pass – make sure your subscription is not present
  4. Go back to More Menu - Tap on My NRL Account – make sure you are not logged into NRL Account
  5. Exit NRL App
  6. Go to Settings and search for Browser app and check for your default browser
  7. If its “Samsung Internet” – Open Samsung Internet > Tap on the 3 dots(top right) > Settings > Privacy > Delete personal data > check Coockie and site data > Delete
  8. Delete and re-download the NRL App
  9. After installing app it will take you through the ‘onboarding’ process
  10. On the first screen tap on “BUY OR RESTORE NRL LIVE PASS”
  11. Go through the NRL Account signup process
  12. If successful it should take you to the in-app purchase screen.

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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Level 1: Cadet

Re: Account Lookup Failed: 403

I answered all of these in emails last night but will go through each point.

 

1. Open app.

2. This is assuming that you skip right through the registration process. If you attempt to either log in to your NRL account or purchase a live pass, you encounter the 403 error.

3. 403 error.

4. 403 error.

5. Exited.

6. Default browser is Chrome, delete all data and cookies for nrl.com.

8. Deleted and re-downloaded.

9. Buy or restore.

10. Browser opens, use Google or other login to log into NRL account.

11. 403 error.

 

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Level 1: Cadet

Re: Account Lookup Failed: 403

I've finally found a solution!

Clear browser etc and delete/re-install app.

When getting to the point of asking for NRL id, DO NO USE ANY EXISTING ID!.

Create a new NRL id from within the app with a different email address.

Finally, you go through to the pass purchase screen.

I've successfully purchased a pass but would love to marry it to my main email in the future.

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Telstra (Retired)
Telstra (Retired)

Re: Account Lookup Failed: 403

Thanks. 

 

I will escalate this to our App Support team for review and investigation. Can I also please grab the following information so I can provide as many details to them as possible:

Device:
OS Version:
Service Provider:
ADSL, Cable, NBN or Mobile:
Location:

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.

All moderation actions are supported by the CrowdSupport Community Guidelines

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Telstra (Retired)
Telstra (Retired)

Re: Account Lookup Failed: 403

Thanks for the update, great to read you have found a solution to the issue. We will continue to work on the original problem. 

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.

All moderation actions are supported by the CrowdSupport Community Guidelines

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