sujet Re: Re : Impossible to login dans Ma facture, mon paiement - Mon suivi conso

Impossible to login

Ale1234567890 — Mon, 01 Nov 2021 11:14:39 GMT

Hi there,

it is more than 3 weeks that I'm trying to login in my client space but it's not possibile.

The mobile connect does not work as I changed SIM (the first sim Sosh sent to me went lost), and it's not possible to reset the mobile connect code due to an internal error.

I've contacted the support many time but they are useless and only told me to wait and try in 48 hours.

I feel hopeless as I cannot do anything in my account, not even see or download the invoices or check my plan etc.

The customer service is useless and not helping at all.

What can I do? I believe they have to provide a solution as I have the right to have the invoices and access to my own account.

Thank you for the advice.

Re : Impossible to login

PhilippeG — Tue, 02 Nov 2021 14:51:01 GMT

Bonjour @Ale1234567890 ,

Quand vous rentrez votre identifiant comme numéro de mobile et que vous cliquez sur " mot de passe oublié" vous ne le recevez pas par sms?

PhilippeG

Re: Re : Impossible to login

Ale1234567890 — Tue, 02 Nov 2021 17:37:24 GMT

That's correct. No SMS.

Sometimes it opens an error page.

Sometimes it opens a procedure to recover the code/password but after the second step it fails.

Case 1:

I try to use Mobile connect to enter the account.

I press the Mobile connect and this message appear: Vous avez changé de carte SIM et vous devez recréer votre code confidentiel Mobile Connect.

Then I press: Recréer votre code confidentiel

and the page goes back to the home page like nothing happened.

Case 2:

I try to reset my Mobile connect

I add my phone number, then I press: Code confidentiel oublié ?

Then this page appear:

Case 3:

Sometimes, when I try to reset the code, instead of the page above, I've got this page:

but when I proceed I've got this:

As you can see I have no chance to verify myself or request a code reset.

And I cannot access my account, invoices, data, etc.

Re: Re : Impossible to login

G_remy — Wed, 03 Nov 2021 09:08:07 GMT

Hello @Ale1234567890,

In order to bring you my help, I invite you to communicate me your coordinates (name, first name, complete postal address, mobile number).

Have a nice day

Jey