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Cant log into my mobile accout

FIXED
unclesid
Dabbler
Posts: 11
Thanks: 1
Fixes: 1
Registered: ‎20-01-2015

Cant log into my mobile accout

i can log into my broadband account just not the mobile one

Something’s gone wrong, have another go

rinse and repeat the after a few tries

Please login again

Your session has expired because you were inactive for too long. Please log back in. If this problem continues to happen please check you have enabled support for cookies. Please consult your browser help for information on enabling cookies.

 

used int ex ,firefox, chrome, ms edge , apple safari browsers all kaput

 

need to login to see how much my lovely son has gone over his data allowance 

 

cheers

8 REPLIES
RebekaPreston
All Star
Posts: 929
Thanks: 128
Fixes: 31
Registered: ‎25-11-2016

Re: Cant log into my mobile accout

Hi unclesid,

Thanks for getting in touch with us!

Can you please try deleting your cache/cookies and trying this on a different web browser and/or device?

The requirements for your 'My Account' login are your username and password. The username is your mobile account number, which you can find on a latest bill and your password will be one that you personally set up. 

If this still isn't allowing you to login, I would advise to reset your password by using the 'Forgotten My Password' tab. 

- Rebeka 

 Rebeka Preston
 Plusnet Help Team
unclesid
Dabbler
Posts: 11
Thanks: 1
Fixes: 1
Registered: ‎20-01-2015

Re: Cant log into my mobile accout

I've tried on 6 different browsers over two pcs and an iphone & i still get

Something’s gone wrong, have another go

after a few tries

Please login again

Your session has expired because you were inactive for too long. Please log back in. If this problem continues to happen please check you have enabled support for cookies. Please consult your browser help for information on enabling cookies

 

clicking reset password has thew exact same effect

 

why cant a new password be sent to the phone

every other phone account ive had has this basic option

 

update i'm now getting
Sorry, your username and email details don’t match with what we’ve got. Please try again.

using phone number and email that the bill notification is sent to& my main plusnet email

phone number checked in 44742****** & 0742******* format

i can login to my broadband account with no problems

RebekaPreston
All Star
Posts: 929
Thanks: 128
Fixes: 31
Registered: ‎25-11-2016

Re: Cant log into my mobile accout

I would advise to use your mobile account number as the username unclesid.

If you're trying to reset the password and it is requesting your email address, it will be the email address you used upon sign up for your mobile account. 

The broadband and mobile online accounts are two entirely different platforms, so the information you use for your broadband is different. 

- Rebeka 

 Rebeka Preston
 Plusnet Help Team
unclesid
Dabbler
Posts: 11
Thanks: 1
Fixes: 1
Registered: ‎20-01-2015

Re: Cant log into my mobile accout

Fix

Well this is how i got it to log in if anybody has the same problem

clicked on forgot username waited for email (email is the one your bill reminder is sent to)

my user name is 8 random numbers Huh?     like 98769876 (not real one just a example) no wonder i couldn't log in

used this user name/number and working email address to reset password

reset password and used user number/name and new password to login

 

what a nightmare we need an app desperately

 

regard jim

 

unclesid
Dabbler
Posts: 11
Thanks: 1
Fixes: 1
Registered: ‎20-01-2015

Re: Cant log into my mobile accout

do i need to phone plusnet or can i cancel this phone online

RebekaPreston
All Star
Posts: 929
Thanks: 128
Fixes: 31
Registered: ‎25-11-2016

Re: Cant log into my mobile accout

I'm glad it's all resolved for you unclesid.

Just for future reference, the username is your mobile account number. 

If there's ever anything else that we can help with, be sure to give us a shout.

- Rebeka Smiley

 Rebeka Preston
 Plusnet Help Team
RebekaPreston
All Star
Posts: 929
Thanks: 128
Fixes: 31
Registered: ‎25-11-2016

Re: Cant log into my mobile accout

To cancel, you need to give our Sales/Cancellations Team a call on 500 free from your SIM, or 0800 079 1133.

- Rebeka 

 Rebeka Preston
 Plusnet Help Team
unclesid
Dabbler
Posts: 11
Thanks: 1
Fixes: 1
Registered: ‎20-01-2015

Re: Cant log into my mobile accout

thank-you