Level 2: Rookie

Receiving Error: Account Lookup Failed: 403

For some reason this year, the NRL app does not work for myself or my partner (Iphone and Samsung). It doesn't automatically pick up that we are Telstra customers. It repeatedly says: Account Lookup Failed: 403 The system failed to look up your account. Please try again later. This has been the same message all season. Telstra store said we have to go online for help - it is so frustrating! We have logged out, uninstalled the app and reinstalled, cleared the app cache, etc. Nothing works. Does anyone know how to fix this?

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Community Manager Community Manager
Community Manager

Re: Receiving Error: Account Lookup Failed: 403

Hi @millydizzle


Thank you for your enquiry, my apologies for any issues you're experiencing with NRL Live Pass.

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?
        a.    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:
        a.    Open App
        b.    More menu
        c.    Tap on NRL Live Pass – make sure your subscription is not present
        d.    Go back to More Menu - Tap on My NRL Account – make sure you are not logged into NRL Account
        e.    Exit NRL App
        f.    Go to Settings and search for Browser app and check for your default browser
                               i.    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
        g.    Delete and re-download the NRL App
        h.    After installing app it will take you through the start-up process
         i.    On the first screen tap on “BUY OR RESTORE NRL LIVE PASS” 
         j.    Go through the NRL Account signup process
         k.    If successful it should take you to the in-app purchase screen.

Some customers have reported that you can resolve this by updating your NRL Account details through the NRL Website. If you go to and select login from the bottom left of the screen, enter your account details and login.

Once you’re logged in, select your profile from the bottom left again and then select edit profile. Update your details and save once complete.


Try accessing this through the App after you have done these steps and let me know how you go.

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