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Mobile Usage and Login fails on the TPG App

davidinnes
Level 2

I can not locate anywhere on my Account screen (see attached) when logging in with my mobile number and password and are having failed login attempts using the same infomation on the TPG app.

 

I've noted a number of people have had difficulties in the past regarding finding Mobile Usage and am hoping there is a easy fix for my account so I can look at our household mobiles. 

 

In addition, when attempting to log into the TPG app, using the very same credentials (both username or mobile with theri respective passwords) that logs me into the My Account from the TPG website...results in a failed login.

 

Any information and help would be greatly appreciated.

 

Regards

David

3 REPLIES 3
Shane
Moderator

Hi @davidinnes ,

 

Thanks for raisign this to us. Our TPG Application is currently supports ADSL2+ Home phone, NBN and FTTB bundled service.


TPG Mobile service is currently no supported by our TPG app. Our Developers are currently working on the updates to support all of the services that we offer.

 

For now, you may check mobile data usage here, Checking Your Mobile Usage 

 

Let us know should you require further assistance.

 

Cheers!

 


@davidinnes wrote:

I can not locate anywhere on my Account screen (see attached) when logging in with my mobile number and password and are having failed login attempts using the same infomation on the TPG app.

 

I've noted a number of people have had difficulties in the past regarding finding Mobile Usage and am hoping there is a easy fix for my account so I can look at our household mobiles. 

 

In addition, when attempting to log into the TPG app, using the very same credentials (both username or mobile with theri respective passwords) that logs me into the My Account from the TPG website...results in a failed login.

 

Any information and help would be greatly appreciated.

 

Regards

David


 

davidinnes
Level 2

Okay, not sure if I was really clear in my previous post.

 

I can log into My Account from TPG using my UserID and Password - https://www.tpg.com.au/myaccount

I can log into My Account from TPG using my CustomerID and Password - https://www.tpg.com.au/myaccount

I can not log into My Account from TPG using my Mobile Number and Password - https://www.tpg.com.au/myaccount

 

I can not log into My Account from TPG using my UserID and Password - https://cyberstore.tpg.com.au/your_account/

I can not log into My Account from TPG using my CustomerID and Password - https://cyberstore.tpg.com.au/your_account/

I can not log into My Account from TPG using my Mobile Number & Password - https://cyberstore.tpg.com.au/your_account/

 

I have gone to the link you referred to me, which took me to the same help page I utilized in an attempt to work out what I may have been doing wrong. Of course after clicking on the "Log into Your Account" (which directed me to "https://cyberstore.tpg.com.au/your_account/") link, I still could not login using my mobile number and the password.

 

So I requested a reset of my password via the Forgot Password option to check if that may have been the problem. Then using the temporary password, confirmed by the SMS text sent from TPG to my mobile number, I still can not can not log in via my mobile number at either links: "https://cyberstore.tpg.com.au/your_account " or "https://www.tpg.com.au/myaccount".

 

Interestingly enough, that link - https://cyberstore.tpg.com.au/your_account/ - doesn't accept my TPG UserID and password either, which as mentioned, works perfectly fine when I log in via the link: "https://www.tpg.com.au/myaccount"

 

NOTE: Attached is a screenshot of the login fail using my mobile number at the url "https://cyberstore.tpg.com.au/your_account/" which I was directed to on the help page you linked: https://community.tpg.com.au/t5/Featured-Articles/Checking-Your-Mobile-Usage/ba-p/3818.

 

Now I'm sure this all seems a bit silly, because when I log in from the "https://www.tpg.com.au/myaccount" link, using my UserID or Customer Number...it will log me in successfully and then send me to the https://cyberstore.tpg.com.au/your_account/ page with all those excitable option buttons, excluding of course Mobile Usage. I try again using my Mobile number and password...login failed.

 

Any ideas? Thoughts?

 

Regards

David

BasilDV
Moderator

Hi @davidinnes

 

Thanks for the clarification.

 

We'd like to arrange a call from our Accounts team to check on this further.

Please send me a PM with your preferred time and best number to be contacted.

 

How do I private message (PM) in the community

 

BasilDV