Adamrg2020
Level 3: Gumshoe

My account not working

Answered

Went onto my Account today and now is saying Something went wrong please try again 

 

Has any one else experienced this issue.

 

I have Cleared my cookies

and I have cleared my cache

Reset Google chrome

and is also happening on Edge

 

1 ACCEPTED SOLUTION

Accepted Solutions
Adamrg2020
Level 3: Gumshoe
Accepted Solution

Re: My account not working

an update. 

after going back and forth with the compaints department and not getting any where and going around in circles the system has finally been fixed and now is working.

 

Not happy that I had to waste so much time and energy on this. 

View solution in original post

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29 REPLIES 29
Adamrg2020
Level 3: Gumshoe

Re: My account not working

I have just gone on and its still not working. 

Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: My account not working

It can happen occasionally. I've had mine inaccessible for a week on occasion. Usually the week before a bill is due to be generated.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Adamrg2020
Level 3: Gumshoe

Re: My account not working

That makes no sense what so ever. 

 

I have tried to sign in on the app on my phone and thats not even working,.

 

I have raised a complaint to telstra and they cant see anything wrong from there end which is ridculalous

AGH
Level 2: Rookie

Re: My account not working

This is also happening to me. My bill is due and I can't access it.

Adamrg2020
Level 3: Gumshoe

Re: My account not working

Telstra are providing NO Help what so ever. I have tried on 5 separate chat requests to get it resolved and all i get is. there is nothing wrong and to try the app on your phone. I even mentioned that i cant sign in and they said your account is all ok so you should be able to get in. I just got so fed up i just ended it. just a big waste of time. I just wish they would at least put it somewhere that services are affected 

Adamrg2020
Level 3: Gumshoe

Re: My account not working

This is now showing up after i click on HOME. Looks like Telstra have fluffed the My Account site up BIG TIME

AGH
Level 2: Rookie

Re: My account not working

Yes, it's not acceptable. The app isn't working either. I'll call Platinum support and have a chat.

Adamrg2020
Level 3: Gumshoe

Re: My account not working

Look forwarding to hearing what they have to say 

AGH
Level 2: Rookie

Re: My account not working

Telstra Platinum said that they are doing an upgrade.

Adamrg2020
Level 3: Gumshoe

Re: My account not working

and its taking them 2 weeks to do it. OMG

If they were doing an upgrade they should of have it build first then move it over and make sure people could test it (like a beta site) to make sure it bloody well worked

AGH
Level 2: Rookie

Re: My account not working

100% agree with you. They could also have done it outside business hours but chose not to. I don't know how long we will have to wait. I'll check again in the morning but for now I am loggin off.............. had enough!

AGH
Level 2: Rookie

Re: My account not working

Well, here I am again. I was fed up even after a Platinum support call and was told they were upgrading the site. When I tried to log in today I have the same failed message and....... the same with the app.

Not sure what to do next.

Adamrg2020
Level 3: Gumshoe

Re: My account not working

I have lodged a Formal complaint about this as it has impacted alot of people and as per usual Telstra cant get the finger out of there backside

AGH
Level 2: Rookie

Re: My account not working

I will do that as well. It's not ok that we can't access our accounts.

Adamrg2020
Level 3: Gumshoe

Re: My account not working

YAYYYE

Finally got an answer

As to your concern about the logging in to the My Account of Telstra App, we do apologize for this. Since last week, there has been reported issue with the application.

 

Some customer’s do able to log in but can’t view their bank details and payment. There has been a lot of reported issues with the app since last week.

 

This has been escalated to our IT department for immediate action. We are then waiting for update that this has been fixed.

 

Rest assured that we will keep you updated on this.

AGH
Level 2: Rookie

Re: My account not working

Thank you for keeping me updated and I haven't got time to be checking every day. I don't have access to my account or to the app. I seem to be able to access crowd support though.

Adamrg2020
Level 3: Gumshoe

Re: My account not working

Got a responce back from telstra to say they have "Fixed" the issue. and its still not working informed them via email and now waiting for them to get there butt in to gear. 

AGH
Level 2: Rookie

Re: My account not working

Same here. I can't access anything and the same error appears on the website and the app. I need to change some details but that's not happening. Little bit fed up now and too busy to call them so just have to wait. This has been going on for weeks.

Toriee
Support Team
Support Team

Re: My account not working

Hey @Adamrg2020

 

Hope you were able to get this sorted. In future, try these trouble shooting steps:

  • Check you have a working internet connection
  • Try opening a browser to visit a website (Try with different browser type)
  • Clear cookies and cache
  • If you haven’t logged in issue using your Telstra ID Username, you’ll need to try and connect to the Telstra mobile network and turn off Wi-Fi to verify any wifi network issue.
  • Make sure your Telstra ID Username and password are correct
  • There may be technical issues connecting to Telstra - if this happens, wait a few minutes then try again
  • My Account automatically locks you out of your Telstra ID Username if you enter the incorrect password three times in a row
  • If you’re unsure of your Telstra ID login details, follow the forgotten password or forgotten username ( https://tel.st/9c4gc )  process

 

If you're still unable to access My Account after completing the above steps you'll need to reach out to our billing specialists to raise an IT fault. Right now, the quickest way to speak to a person at Telstra (aside from me) is through the My Telstra App. Once in the chat, the virtual assistant will ask you a few questions before asking a team member to contact you. More info about how that works here https://tel.st/u6zqs;

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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Adamrg2020
Level 3: Gumshoe

Re: My account not working

Hi there

 

Thank you for your advise, but i have now spoken to the complaints team and also the tech support team and they have noticed the issue as I have reset my pw and they looked into this on my behalf. they have identified the issue and i can now say they are FINALLY looking into it as its not a browser issue but more of an Application side issue (Telstra Side) and are working on getting this fixed. 

Angela_H
Support Team
Support Team

Re: My account not working

Glad to hear that you were able to get to the bottom of this, appreciate the update -Angela 

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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Adamrg2020
Level 3: Gumshoe
Accepted Solution

Re: My account not working

an update. 

after going back and forth with the compaints department and not getting any where and going around in circles the system has finally been fixed and now is working.

 

Not happy that I had to waste so much time and energy on this. 

View solution in original post

QldPatrick
Level 2: Rookie

Re: My account not working

Any word on what the solution was in the end? I seem to be having the same problem. Spent about 13 hours over 2 days going around and around in very slow circles but achieving nothing with the chat system. Have also had no reply to a complaint after 3 days. Immensely frustrating.

JayVee1
Support Team
Support Team

Re: My account not working

Hey QldPatrick, 

 

Have you run through the troubleshooting steps that Toriee mentioned above? 

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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QldPatrick
Level 2: Rookie

Re: My account not working

Yep. Doesn't seem to be a password/log in issue, and certainly not an internet connection issue. I can't log in through app or website, they accept my log in info before giving me these error messages respectively.

 

 

JayVee1
Support Team
Support Team

Re: My account not working

Thanks for clarifying that, QldPatrick. In this case the messaging service will be your best bet to get this addressed, be sure to let them know that the page states you don't have permission to sign in with this account so that they will be able to get this sorted quickly.

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

QldPatrick
Level 2: Rookie

Re: My account not working

I've spent about 13 hours so far this week trying to explain that to the people manning the messaging service. They seem intent on repeatedly checking my log in, trying to re-reset my already reset password, and then avoiding me for progressively longer periods until I give up.

 

One eventually said, and I'm paraphrasing, "that's weird, none of us know what's going on. Maybe try tomorrow and it might work then." (It didn't).

 

I'll try again with the messaging service, but there are only so many hours of my week I can waste.

JayVee1
Support Team
Support Team

Re: My account not working

Are you able to log in to the MyTelstra app at all or do you get the same error message?

 

 

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

Adamrg2020
Level 3: Gumshoe

Re: My account not working

The site is now working again and able to get on. what a bloody long fluffing time

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