topic Re: I have not been able to access your app for months. Hugely inconvenient and frustrating in AGL App

I have not been able to access your app for months. Hugely inconvenient and frustrating

MattyY78 — Fri, 11 Jan 2019 03:15:54 GMT

Re: I have not been able to access your app for months. Hugely inconvenient and frustrating - Status changed to: Needs More Info

MattyY78 — Fri, 11 Jan 2019 03:17:28 GMT

Hi Paige, thanks for your feedback. Are you seeing an error page with a rainy cloud or is the page blank when you login? Any screenshots you can share will help our investigations.

Re: I have not been able to access your app for months. Hugely inconvenient and frustrating

Dawes84 — Fri, 11 Jan 2019 03:25:54 GMT

Yes, it goes to a page with a rainy cloud

Re: I have not been able to access your app for months. Hugely inconvenient and frustrating - Status changed to: Delivered

jayden_AGL — Thu, 21 Feb 2019 02:46:30 GMT

Hi @Dawes84,

Apologies for the delayed reply!

I'm happy to confirm that this issue was resolved last month. If you're still having issues, please let me know!

Cheers,

Jayden

Re: I have not been able to access your app for months. Hugely inconvenient and frustrating

OnE — Thu, 21 Feb 2019 10:59:16 GMT

No, this is still not working for me. I've tried to reset the app and still getting the same error screen.

Re: I have not been able to access your app for months. Hugely inconvenient and frustrating

Dawes84 — Fri, 22 Feb 2019 07:36:11 GMT

@jayden_AGL

Resolved how? I've had no assistance & it definitely is still not functioning.

Re: I have not been able to access your app for months. Hugely inconvenient and frustrating

Dawes84 — Fri, 22 Feb 2019 07:37:34 GMT

@OnE I've tried to get help with this for quite some time and am getting nowhere. I hope you have better luck than I

Re: I have not been able to access your app for months. Hugely inconvenient and frustrating

OnE — Mon, 25 Feb 2019 03:20:28 GMT

@MattyY78 @jayden_AGL this is still not resolved. Please stop closing issues that people raised on this,

Re: I have not been able to access your app for months. Hugely inconvenient and frustrating - Status changed to: Investigating

jayden_AGL — Mon, 25 Feb 2019 03:39:47 GMT

Hi @OnE & @Dawes84 ,

Apologies for the misunderstanding.

There was a large-scale bug was resolved last month that was responsible for many similar issues, but it seems that this was not relevant in your cases.

If you can both send me a quick private message with your names, AGL account numbers and email address, I'll be happy to help further!

Cheers,

Jayden

Re: I have not been able to access your app for months. Hugely inconvenient and frustrating

OnE — Mon, 25 Feb 2019 03:59:11 GMT

@jayden_AGL I got this "You have reached the limit for number of private messages that you can send for now. Please try again later."

Re: I have not been able to access your app for months. Hugely inconvenient and frustrating

Dawes84 — Mon, 25 Feb 2019 09:17:41 GMT

How do I send a private message?

Re: I have not been able to access your app for months. Hugely inconvenient and frustrating

jayden_AGL — Tue, 26 Feb 2019 02:39:40 GMT

@OnE - I'm sorry you've encountered this error! Would you mind attempting to send through another message?

@Dawes84 - Please click on my handle (jaydeny) and you'll be presented with my profile which'll allow you to send me a message.

Kind regards,

Jayden

Re: I have not been able to access your app for months. Hugely inconvenient and frustrating

OnE — Tue, 26 Feb 2019 12:22:47 GMT

@jayden_AGLsent

Re: I have not been able to access your app for months. Hugely inconvenient and frustrating - Status changed to: Needs More Info

jayden_AGL — Sun, 03 Mar 2019 21:16:57 GMT

Hi @OnE ,

Thank you for sending me your details!

I've made some changes to your online profile which will result in you receiving an automated email soon prompting you to re-register for our online services. Could you please follow these prompts and let me know how you go?

Cheers,

Jayden

Re: I have not been able to access your app for months. Hugely inconvenient and frustrating

O_n_E — Mon, 04 Mar 2019 00:34:40 GMT

@jayden_AGL thanks. it seems to be working and I am able to login through the mobile app, However, I lost access to my OnE community account.

Re: I have not been able to access your app for months. Hugely inconvenient and frustrating

Dawes84 — Mon, 04 Mar 2019 03:06:41 GMT

@jayden_AGL And I assume you'll be doing the same for my account?

Re: I have not been able to access your app for months. Hugely inconvenient and frustrating

jayden_AGL — Mon, 04 Mar 2019 22:41:20 GMT

Thank you for letting me know @O_n_E! It's great to hear that this has finally been sorted for you.

I forgot to mention that this could possibly impact your Community account. My apologies for the oversight.

@Dawes84 - I may need to, but I'll need to you to shoot through your account details before I'm able to lend a hand!

Cheers,

Jayden

Re: I have not been able to access your app for months. Hugely inconvenient and frustrating - Status changed to: Investigating

jayden_AGL — Thu, 14 Mar 2019 21:33:43 GMT

Hey @Dawes84,

Thank you for your messages!

I've straightened out a few issues with your online account. As a result, you'll get an email shortly prompting you to re-verify your details.

Could you please follow these prompts, log in, and let me know how you go?

Kind regards,

Jayden

Re: I have not been able to access your app for months. Hugely inconvenient and frustrating - Status changed to: Delivered

jayden_AGL — Tue, 19 Mar 2019 02:11:47 GMT

Re: I have not been able to access your app for months. Hugely inconvenient and frustrating

Summerer23 — Sun, 31 Mar 2019 06:36:05 GMT

The app doesn’t work - get a raincloud telling me it’s you not me. Browsed forum - you say it’s a bug that’s been fixed but it clearly hasn’t. Please fix so I can access !