[Resolved] "Invalid account" message

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LMR
Just Passing Thru
Posts: 2
Joined: 06/05/2024

[Resolved] "Invalid account" message

Post by LMR »

Hi. I accidentally hit the "change user" button instead of "exit", and, next, was unable to log back in under my email address, and password. I tried to reset the password, but got the "invalid account" message. Is there any way to retrieve my account with phone number? Thank you.
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Liptonbrisk
Technical Support
Posts: 2822
Joined: 04/26/2010
SIP Device Name: Obihai 202/2182, Groundwire
Firmware Version: various
ISP Name: FTTH
Computer OS: Windows 64 bit
Router: Asuswrt-Merlin & others

Re: "Invalid account" message

Post by Liptonbrisk »

You're referring to the "change user" option in Freephoneline's desktop application, which is being discontinued on June 3, 2025: viewtopic.php?f=8&t=20743.

If you forgot your password, you need to visit https://www.freephoneline.ca/login and select "forgot your password". The email address associated with the account must be used. I suspect you're entering the wrong email address.

If you've lost access to the email address on the account, you will need to submit a ticket: https://support.fongo.com/hc/requests/new. Choose "My Account Inquiry" for the final issue type. None of the volunteer moderators here work for Fongo. We don't have access to your account. Consequently, there's nothing we can do.

These are user-to-user support forums. Fongo Support staff is not obligated to respond here, and there's no guarantee that every forum post is read by staff.





Visit https://status.fongo.com/.
If "Support System" indicates "Degraded Performance", ticket response time can take up to a week (or longer).


You can check your ticket status by logging in at
https://support.fongo.com/hc/requests. That's an account for tickets
(zendesk) only and is completely separate from your Freephoneline account or
any other Fongo account you may have. If you don't have a zendesk account yet, click "Sign Up" after visiting the link.
Use the same email address that you use to submit tickets. Do not use the same password as your Freephoneline
account. Again, these two accounts are unrelated.

Support staff does not respond to tickets on weekends or Canadian holidays.
Support hours are 9 a.m. until 4 p.m. EST. They are not obligated to respond
on the these user-to-user forums.


Fongo does have https://twitter.com/Fongo_Support. I'm not sure if anyone
there responds to direct messages.
Similarly, they appear to be on Facebook:
https://www.facebook.com/FongoMobile/. I don't know whether they'll respond to you there.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at http://forum.fongo.com/viewforum.php?f=15.
LMR
Just Passing Thru
Posts: 2
Joined: 06/05/2024

Re: "Invalid account" message

Post by LMR »

Thank you so much, Liptonbrisk. I will check out your detailed reply above, and, then, see what I can do. Mark.
LMR2
One Hit Wonder
Posts: 1
Joined: 06/08/2024

Re: "Invalid account" message

Post by LMR2 »

The mistake that I made was not to use a capital letter for the first letter in my email address. I didn't think that it mattered. Then, I got error messages about unable to the internet, and, to check for a firewall blocking it. But, the phone loaded up on a different computer here. So, will have it for a bit under another year. Thanks, and for the last ten years of no phone bills.
User avatar
Liptonbrisk
Technical Support
Posts: 2822
Joined: 04/26/2010
SIP Device Name: Obihai 202/2182, Groundwire
Firmware Version: various
ISP Name: FTTH
Computer OS: Windows 64 bit
Router: Asuswrt-Merlin & others

Re: "Invalid account" message

Post by Liptonbrisk »

Okay, I'm not sure why you're signing up for multiple forum accounts, but thanks for updating the thread.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at http://forum.fongo.com/viewforum.php?f=15.
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