This account is not valid

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This account is not valid

Postby kolokot » 03/22/2023

Hi there, I have this message "this account is not valid" and my phone is inactive for two weeks. My complaints to Fongo did not get me anywere. The send me a message that when I change te registry expiry at 3600 seconds, then they unblock my account. I did but they continue to claim that it is not changed. Can anybody help me what is wrong?
kolokot
One Hit Wonder
 
Posts: 1
Joined: 03/22/2023
SIP Device Name: PAP2T-NA
Firmware Version: 5.06
ISP Name: 14162531307
Computer OS: Windows 11
Router: tp-link

Re: This account is not valid

Postby Liptonbrisk » 03/25/2023

You posted in an unrelated thread, originally. I've moved your post to its own thread.

1. What do you hear when making an outbound call from your FPL number? If your account is blocked, you should hear a message stating that your account is blocked.
Changing Register Expires in your ATA to 3600 seconds matters if your account is blocked but will not help if your Freephoneline account doesn't exist or if you entered in the wrong UserID in your ATA.

If you have a bunch of other devices, lines, or SIP apps using the same FPL account that can cause problems. Only one line on an ATA should be registered with a single FPL account. Everything else should be disabled.

a. Login at https://www.freephoneline.ca/showSipSettings
Can you login? Does your account exist?

b. If you can login, what does SIP Status indicate? What is shown for SIP User Agent?

2. Are you hearing that message when placing an outbound call? If so, is the message you hear actually "This account number is not valid" instead?

If your SIP username (refers to the User ID in the ATA) is incorrect in the ATA, you'll hear, "This account number is not valid", provided no FPL account with that username exists.
So if nothing changed in your ATA, hearing "This account number is not valid" suggests the FPL account doesn't exist. On the other hand, if you logged into your ATA and are using a form filler in the web browser or a password manager, you need to be careful to ensure the wrong User ID (and password) hasn't been automatically filled in for you. Copying and pasting can also cause problems when extra blank spaces are pasted. It's usually better to type UserID and Password in manually.

Your SIP username is found after logging in at https://www.freephoneline.ca/showSipSettings.
SIP username starts with 1.

If your account doesn't exist, you'll need to submit a ticket: https://support.fongo.com/hc/en-us/requests/new. Choose "my account inquiry" for the final issue type. If your account doesn't exist, tell them your account was deleted. Changing settings in your ATA doesn't help when an account is deleted.

Also visit https://support.freephoneline.ca/hc/en- ... t-deleted-.


I think #3 (below) is unlikely. I suspect you're hearing "This account number is not valid" on outgoing calls, which means either your UserID is entered incorrectly in the ATA or your FPL account/number was deleted.

If you're hearing "This account is not valid" on incoming calls, I would expect your FPL number doesn't exist at the switch.

-----
3. Or do you hear "This account is not valid" when placing in inbound call to your FPL number? If so, visit viewtopic.php?f=8&t=20532 to see where to enter 3600 and 120 seconds. While you're visiting that link, double check your settings against what's listed in those steps.

Also ensure that no other SIP app, device, or ATA line is using your FPL account. A single ATA line counts as one registration.

a. Are you testing the inbound call using a regular mobility number (Rogers, Telus, Bell, or Freedom carrier, for example)?
b. After logging in at https://www.freephoneline.ca/showSipSettings, does SIP Status show "Connected"? Does SIP User Agent reflect the ATA that you're using?
c. Login to your ATA. Navigate to Voice tab-->Info tab-->Line (used for FPL) Status-->Registration State. Is that Line registered?
d. Are you positive your UserID and (SIP) Password were entered correctly into your ATA? Don't use form fillers/password managers. Don't copy and paste.



By the way, unless you own two VoIP unlock keys, you shouldn't be attempting to register two ATA lines with your FPL account simultaneously.

When there are multiple devices/softphones/Lines (on an ATA) using the same FPL account, only the most recent registration is valid. The previously registered device (or Line, in this case) will lose registration when using the same proxy server, and, consequently, incoming calls will not ring on it. This is especially important to consider if someone else is using your SIP credentials (username and password) that are found after logging in at https://www.freephoneline.ca/showSipSettings or if you're trying to register your FPL account with a smartphone SIP app (or FPL desktop app), with another device, or more than one ATA line. Registration is required for incoming calls. It is not required for outgoing calls (except if you want calls to continue past 15 minutes). Only one registration per FPL account is allowed at any time. A single line on an ATA is one registration. A SIP app is another.


If the answers to 3 a,b, c, and d are all "yes"respond to your ticket (or create another one). Choose "My Account Inquiry" for the final issue type. Tell them that you suspect a Fibernetics routing issue is affecting your FPL account. Or there's some database issue.
------





Your ATA setup guide can be found at viewtopic.php?f=15&t=16294 (PDF file located at the bottom of the first post). I would also recommend visiting viewtopic.php?f=8&t=20532 and ensuring that your settings match.
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/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
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Liptonbrisk
Technical Support
 
Posts: 2661
Joined: 04/26/2010
SIP Device Name: Obihai 202/2182, Groundwire
Firmware Version: various
ISP Name: gateway/hub in bridge mode
Computer OS: Windows 64 bit
Router: Asuswrt-Merlin & others

Re: This account is not valid

Postby Liptonbrisk » 03/26/2023

Remove the number in your ISP name, please (in your user control panel-->profile).

viewtopic.php?f=11&t=5

fpladmin wrote:Forum Support Policy:


Your account:
    Please exercise caution when disclosing personal information about your account on the forum. It is ill advised to post your complete phone number, email address or to provide your username and password to a stranger. Fongo staff will never ask for your password and will only ask for account information through a private message.

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/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
User avatar
Liptonbrisk
Technical Support
 
Posts: 2661
Joined: 04/26/2010
SIP Device Name: Obihai 202/2182, Groundwire
Firmware Version: various
ISP Name: gateway/hub in bridge mode
Computer OS: Windows 64 bit
Router: Asuswrt-Merlin & others


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