Matto00
Level 2: Rookie

Account lookup failed: 403

Answered

Since Friday night I have received the Account Lookup Failed: 403 error. Because of this I have missed out on the majority of the Easter weekend games, which I'm not pleased about. I have been through previous posts to try troubleshooting errors including, updating the app. uninstalling/reinstalling, signing out of my NRL account on the website, clearing my cache, turning off my WiFi and trying several other devices. I am using a Samsung S8, prior to Friday night I was able to watch all games with no troubles. I am really not impressed as I have payed $99 for this service and I have missed out on a whole weekend of NRL. If there is anything else I can do to try and fix this, I will be happy too. If there is no fix I will cancel my subscription.

1 ACCEPTED SOLUTION

Accepted Solutions
mazinoz
Level 19: Deputy Director
Accepted Solution

Re: Account lookup failed: 403

This is a common web page error - 403.
A quick google suggests this may help.
https://crowdsupport.telstra.com.au/t5/NRL-Live/login-failing-for-nrl-website-and-android-app/td-p/7...
If it does, notify as solved to assist others.

View solution in original post

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6 REPLIES 6
JesseS
Support Team
Support Team

Re: Account lookup failed: 403

Hey @Matto00

 

We have heard some reports of this error message and we are currently investigating. So we can investigate further, can you please try the following:

 

  1. Would you be able to tell me what account you used to login? i.e. Email/Password, Facebook, or Google?
    1. Did you verify your NRL Account via email?
  2. Here is a few steps to help – Let me know at any stage if you see something different:
    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
      1. If its “Samsung Internet” – Open Samsung Internet > Tap on the 3 dots(top right) > Settings > Privacy > Delete personal data > check Cookie and site data > Delete
    7. Delete and re-download the NRL App
    8. After installing app it will take you through the start-up process
    9. On the first screen tap on “BUY OR RESTORE NRL LIVE PASS”
    10. Go through the NRL Account signup process
    11. If successful it should take you to the in-app purchase screen.

Let me know how you go with this,

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Matto00
Level 2: Rookie

Re: Account lookup failed: 403

Hi JesseS,

1. Google
1a. Have verified my email

2. I have just tried your suggestions and when I get to the BUY OR RESTORE NRL LIVE PASS, I get the exact same Account Lookup Failed: 403.

Hopefully this is fixed soon if there have been other reports of it.
mazinoz
Level 19: Deputy Director
Accepted Solution

Re: Account lookup failed: 403

This is a common web page error - 403.
A quick google suggests this may help.
https://crowdsupport.telstra.com.au/t5/NRL-Live/login-failing-for-nrl-website-and-android-app/td-p/7...
If it does, notify as solved to assist others.

View solution in original post

JesseS
Support Team
Support Team

Re: Account lookup failed: 403

@Matto00 Others have suggested that updating your NRL Account details or logging into your account via the NRL website will help to align the details and stop this error.

 

We are still working to to resolve this on our end but these options are worthwhile trying.

 

Thanks

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

Matto00
Level 2: Rookie

Re: Account lookup failed: 403

The above worked. This should be put as pinned topic to stop others from posting the same problems as I and many others have been having.
JesseS
Support Team
Support Team

Re: Account lookup failed: 403

Thanks for that, we are still investigating and we will share more details when we have a solution that works for everyone.

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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