topic Re: Account Restricted? in My Account/Billing

Account Restricted?

supernoodles — Tue, 11 Jan 2022 12:32:09 GMT

Hiya my bill was paid on the 2nd of this month but the website is still showing that i'm restricted? i called in on the 3rd to get this resolved and was told my account had no restrictions and that they would get in touch with the back end team to have them resolve it and it has still not been fixed.

I have tried to call in today to have it looked at again but was stuck in a queue for nearly an hour is this something the staff here on the forums can look into please?

Thank you in advance

Re: Account Restricted?

adam945 — Tue, 11 Jan 2022 17:02:22 GMT

Hey @supernoodles

Thanks a lot for getting in touch, are you still having issues at all? I've just checked out the account and can't see anything on our end which would cause the account to be restricted?

Re: Account Restricted?

supernoodles — Tue, 11 Jan 2022 17:25:50 GMT

This is exactly what i see when i login

if i click on anything it takes me to https://www.plus.net/member-centre/billing-payments

and displays This page

Before the website was updated i used to go to plus.net/pay and after paying have to visit plus.net/pay a second or third time and it would say something about an error occuring and then the restriction had been lifted but i can't do that anymore

Re: Account Restricted?

adam945 — Tue, 11 Jan 2022 17:59:14 GMT

Thanks a lot for providing those screenshots @supernoodles

I've had a word with some of my colleagues and have been advised that it's a bit of a system issue on our end which might require manager intervention, which I'll get sorted tomorrow. In the meantime, is this issue stopping you from performing any actions on the account?

Re: Account Restricted?

supernoodles — Tue, 11 Jan 2022 20:06:48 GMT

I basically can't view anything other than the two pages in the screenshots which is fine right now as there's nothing else I need access to at the moment.

Will this be an issue every month? As I explained on the old page it was an issue every month where I had to visit plus.net/pay multiple times to remove the restrictions

Thanks again

Re: Account Restricted?

Gandalf — Wed, 12 Jan 2022 09:25:41 GMT

Thanks for getting back to us @supernoodles

I'm really sorry to see the issues you're having with your account.

As Adam's not yet in the office, I've got my manager to carry out some work on your account, which I'd hope should fix.

Could you try clearing cache & cookies or put your web browser into private browsing/incognito mode and try looking at those pages in your account again? Let me know how it goes.

Re: Account Restricted?

supernoodles — Wed, 12 Jan 2022 09:28:09 GMT

no change i also forgot to mention that when i try to visit any other tab on the account page this comes up before redirecting me to the link i posted in a previous message

Re: Account Restricted?

Gandalf — Wed, 12 Jan 2022 09:35:25 GMT

Ah that's disappointing.

Could you attach the image natively into the forums? IMGUR is unfortunately blocked from us accessing internally.

Re: Account Restricted?

supernoodles — Wed, 12 Jan 2022 09:54:22 GMT

oh sorry here you go

Re: Account Restricted?

Gandalf — Wed, 12 Jan 2022 10:39:32 GMT

Cheers for the screenshot @supernoodles

Ah I've seen this error before and I'm unsure what's causing it.

I've raised this and I'll let you know as soon as I know more.

Re: Account Restricted?

supernoodles — Tue, 18 Jan 2022 13:37:40 GMT

Hiya just wondering if there was any update on this?

Can't take part in that'll brew competition while restricted it seems lol

Re: Account Restricted?

Gandalf — Tue, 18 Jan 2022 13:47:17 GMT

Heya, I'm really sorry for the delay and unfortunately all we can think of doing is to create a new account for you, which should work around the problem and fix, because we haven't got a systems team readily on hand to fix issues like these on a singular basis. I'm happy to arrange for someone to call you back to set it up, if you're happy to go ahead?

Re: Account Restricted?

supernoodles — Tue, 18 Jan 2022 16:28:22 GMT

If that is the only way to fix the issue then I'm happy to go ahead.

It's a shame because when the old plus.net/pay page was available it wasn't an issue because I could just open the page a few times and the system would recognise that something was broken

Re: Account Restricted?

Gandalf — Tue, 18 Jan 2022 17:27:21 GMT

Thanks for getting back to me @supernoodles

Personally, I don't like the idea of creating a new account to overcome a system issue, unless absolutely necessary.

I've discussed this with a colleague and based on what you've said about the old plus.net/pay page, that's got me thinking as there may be some correlation between retiring the that legacy page and bringing out the new online payment system, so I've raised this with a few people to try to find an avenue to have this problem investigated further.

I can't promise a quick fix but if you're happy to hang with the issue a little longer, I'll see what I can do.

Appreciate it's stopping you from taking part in That'll Brew, and if the competition's no longer running either by the time we fix the issue or if we resort to creating a new account, I'm sure there'll be other competitions in the future though I'll do my best to get this sorted for you as soon as we can.

Re: Account Restricted?

supernoodles — Tue, 18 Jan 2022 17:43:11 GMT

I am perfectly fine with waiting if it removes the need to create a whole new account my next bill is due on the 2nd of February so we basically have until then to try and get it fixed I guess as I'd assume we'll run into some issue if it isn't.

Weirdly I noticed the make a payment button is greyed out below the restriction notice so the website atleast notices that there is nothing to pay very strange issue indeed lol

If you need any further info about anything you or any other staff member are more than welcome to call me anytime to discuss any possible fixes that I can authorize my end for example the new account creation etc.

Not sure if it's worth mentioning but my last few bills were super broken on my account with the system thinking I hadn't paid my bill when I had and charges being added for late payments etc resulting in credits needing to be added I'm sure there's notes of this on my account anyway

Re: Account Restricted?

Gandalf — Tue, 18 Jan 2022 18:29:09 GMT

Cheers for the help and info @supernoodles

Yep I can see the notes & history. Sorry for the issues you've gone through. If we've not fixed the issue by the 2nd February, it'd be interesting to see what happens as this may tell us more about the problem. Definitely an odd issue!

Creating a new account works around the problem and I'd much prefer getting to the bottom of it as this may be affecting other accounts, though sometimes the only way is to create a new one, but I'll let you know if we get to that stage.

Re: Account Restricted?

Gandalf — Wed, 19 Jan 2022 09:30:48 GMT

Hi @supernoodles

I've done a bit of digging and it turns out we're actually already aware of a problem affecting numerous other accounts, and we've logged it as an incident (ref IMT-7628), so you're not alone.

I've asked a colleague to take a look to see where we're at with the investigation.

Re: Account Restricted?

supernoodles — Wed, 02 Feb 2022 19:34:02 GMT

Hiya just to confirm I'm still not seeing any change on my end 😕

My bill is due again and i will be paying it in a few hours i will be interested to see if this changes anything with the issue or not.

I'll keep you updated.

Re: Account Restricted?

supernoodles — Thu, 03 Feb 2022 09:53:16 GMT

just an update today's bill has now been paid and still the same error as before i'll attach a picture of the payment page to show that the bill was settled

Re: Account Restricted?

adam945 — Thu, 03 Feb 2022 10:06:12 GMT

Thanks for getting in touch @supernoodles, it can sometimes take up to 4 hours for the failed payment banner to be removed from an account once a payment has been made. Saying that, we do have a system issue on our end at the moment whereby the banner is remaining despite the account itself being fine. This issue has been raised with our Incident Management Team who are working on it.