MyAccount app hit a snag

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I'm a Participant Level 3 calbee0721
I'm a Participant Level 3

MyAccount app hit a snag

i have recently joined fido and tried to use the my account app. i have tried to redownload and use it but it keeps saying “sorry. we have hit a snag.” i have tried everything!! HELP

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Moderator
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Re: MyAccount app hit a snag

Hey @calbee0721,

 

Welcome to Fido and to our Community! Smiley

 

I have a few quick questions for you that'll help me sort this out:

 

1. Are you able to log in on your online account on Fido.ca directly without any problems?

2. Are you using your email address as user name to log in on Fido.ca?

3. Were you connected to WiFi when you tried opening the app? If yes, can you try turning the WiFi OFF to see if that helps?

 

Let me know and we'll take it from there.

 

 



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I'm a Participant Level 3 calbee0721
I'm a Participant Level 3

Re: MyAccount app hit a snag

Hi,

 

i am am able to login on fido.ca. i have tried using both email and phone number. email login works but phone number cannot authenticate. i have tried using wifi and on data and also with diff wifi networks and still does not work. Please help. 

 

Thanks! 

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Former Moderator FidoAmanda
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Re: MyAccount app hit a snag

Thanks for the info, @calbee0721

 

I want to make sure I understand correctly here.

 

Do you mean that you are able to log in to the app using your email address as your username but that you are getting the error that the app hit a snag when you try to log in using your phone number?



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I'm a Participant Level 3 calbee0721
I'm a Participant Level 3

Re: MyAccount app hit a snag

@FidoAmanda

 

Hi Amanda,

 

You got it! I can login on the app with my email address login by stating i do not have a Fido number. But when i try to authenticate my phone number, it shows me that error. Is there a reason why?

 

Let me know!

 

Thanks in advance!

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Moderator (inactive) FidoThomas
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Re: MyAccount app hit a snag

Thanks for confirming @calbee0721!

 

We'll need to open a ticket to have this corrected.

 

I'll send you a PM Smiley

 



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I'm a Participant Level 3 calbee0721
I'm a Participant Level 3

Re: MyAccount app hit a snag

@FidoThomas

 

Hi Thomas,

 

I have filled out the information. 

 

Thanks! 

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Former Moderator FidoFrancois
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Re: MyAccount app hit a snag

We got your message. Smiley Let's continue there. 



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I'm a Participant Level 3 calbee0721
I'm a Participant Level 3

Re: MyAccount app hit a snag

@FidoFrancois

 

Now that the ticket is opened, how long will it take to be resolved? 

 

Thanks in advance. 

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Re: MyAccount app hit a snag

Thanks @calbee0721

 

We've replied to your PM Smiley



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