[Resolved] Can't log in to the app

[D.K]

I transferred a freeohoneline that was 12 years old to Fongo and all was ok for about 5 days.
Now I can log in to the desktop account but can not log in to the app and can't receive any calls although I have follow up in the settings.
I did pay world credit.
I tried the support two times in the last 2 weeks, no reply.
I've tried deleting the app and reinstalling it (iPhone), tried from data and no wifi, and tried from Android but can't log in.
I really need this number functioning.
Any suggestions?
Thanks in advance

[Liptonbrisk]

can not log in to the app

What error message appears?

1. Visit https://support.fongo.com/hc/en-us/arti ... Mobile-App

I tried the support two times in the last 2 weeks, no reply.

2. Visit https://status.fongo.com/

"Support System Degraded Performance
Status of support.fongo.com (replying to support requests)"

Although support ticket responses can be delayed a week, two weeks is, in my opinion, overly excessive.

3. Ensure that you check your online webmail spam folder (login and check your webmail from a browser, and navigate to your spam folder) for potential missing emails from Fongo support.

I've tried deleting the app and reinstalling it (iPhone), tried from data and no wifi, and tried from Android but can't log in.

4. Visit https://support.fongo.com/hc/en-us/arti ... e-devices-

"Using Fongo Mobile on multiple devices

While you can install Fongo on multiple devices, an active login is limited to one device at a time. For example, if you are currently logged in on your iPhone and then you log in on your Android phone, you will be logged out on your iPhone. All incoming calls and texts will always arrive on the last logged in device.


Notes
If you download and register the Fongo app on iOS, then you buy an Android and wish to use your Fongo account on it, you will need to contact our support team so they change your account type to the proper operating system.



5. Also visit https://support.fongo.com/hc/en-us/arti ... r-deleted-
The above link should be updated to indicate the information below.


From https://support.fongo.com/hc/en-us/arti ... ngo-Mobile
“App Downloaded From Wrong App Marketplace

If you have downloaded the app from an App Marketplace other than the one specific to your device, this will lead to an account suspension. It is against the terms of service to use a side-loaded version of any Fongo app.

Please ensure that you get Fongo apps from the correct marketplace:

Amazon App Store - All owners of Kindle Fire devices
Google Play - Any Android device with Google Play services installed
Apple Appstore - Any iOS, iPadOS, or MacOS device
Huawei AppGallery - An additional option for Huawei devices
Samsung Galaxy App Store - An additional option for Samsung devices”

I did pay world credit.

6. Here's the escalation process:
https://support.fongo.com/hc/en-us/arti ... -complaint
If Fongo support won't respond to you, you can file a complaint with CCTS: https://www.ccts-cprst.ca/for-consumers ... aint-form/.


Volunteer Mods don’t work for Fongo, and official support staff is not obliged to respond on the forums.

[D.K]

Thanks.
I'm using only my iPhone to log in.
The error is "Unable to sign you in. An error has occurred, please try again later"

[Liptonbrisk]

If you are entering the correct username and password (properly), then it appears there's an issue with your Fongo Mobile account.

If you made the mistake of attempting to login with a side-loaded Android app (one downloaded from anywhere other than an official app store), it's possible your account is suspended.

Are you able to reset your password? If not, the only options I can think of is trying to contact Fongo support, which you've done, and then . . .

Well, basically, I believe my initial response is still relevant.

[D.K]

No, didn't use a side-loaded app.
Yes, I am trying with the right username and password.
I was able to change the password with the desktop login and that didn't help. Tried it few times.

[Liptonbrisk]

I was able to change the password with the desktop login

Here? https://account.fongo.com/login/

I am trying with the right username and password.

I mean watch for typos and be wary of automatic form fillers or password managers. That is, type your password in manually.

and that didn't help.

I meant in the Fongo Mobile app itself.

Regardless, there's nothing further I can do. Follow the steps in my initial response.

[D.K]

First, thank you for all your replies.
Yes I did change the password in https://account.fongo.com/login/
In the app, I can't get to settings or anything as it fails to log in.
I will wait for the support, hopefully it will happen soon.
Thanks again

[Liptonbrisk]

In the app, I can't get to settings or anything as it fails to log in.

I'm not asking you to go to settings.

There's an option in the app to reset your password. You don't need to login to see it.

https://support.fongo.com/hc/en-us/arti ... Mobile-App

I will wait for the support, hopefully it will happen soon.

CCTS remains an option.

[Liptonbrisk]

Thanks.
I'm using only my iPhone to log in.
The error is "Unable to sign you in. An error has occurred, please try again later"

Actually, my mistake

This isn't a password or username error. You would see "Unable to sign you in. Email and or Password are incorrect".

If the same problem is occurring on cellular data, this appears to be an account issue.

I don't know whether your account was suspended or whether this is an iPhone/Android account swapping issue.

[D.K]

I've tried from the app and still didn't help.
Yes, it is occurring on cellular data as well.
It must be something with the account as iPhone can only use the Apple store and it'd the only app that can be downloaded.
Although I see no reason for suspension as I just switched from freephoneline. Didn't have time to make anything but a few incoming and outgoing calls.
I will wait a bit longer for the support and if nothing helps I will use the CCTS.
It's just very frustrating.
Thank you so much for your support.

[Liptonbrisk]

Do you see your Fongo number listed when you login at https://account.fongo.com/admin/ ?

"My Fongo number is: (xxx)xxx-xxxx"


If not, you have a problem, and if you're paying money, I would consider CCTS.

[D.K]

Yes I can see the number and the credit balance

[Liptonbrisk]

Well, at least your Fongo Mobile number hasn't been re-assigned.

I can only think of three possible options:

1. There's an account issue due to porting from FPL to Fongo Mobile that isn't finalized, which doesn't make any sense if your Fongo Mobile account was working fine for 5 days.

2. If you're not aware that you installed a side-loaded Android app long ago, and attempted to login using it, then your Fongo Mobile account may be suspended.

https://support.fongo.com/hc/en-us/arti ... r-deleted-


3. The problem could be related to an iPhone/Android account swapping issue, but I was under the impression that Fongo Mobile accounts originally created on Android devices can be used on iPhones. Instead, a problem occurs when trying to using an iPhone Fongo Mobile account on an Android device.

Anyway, as this appears to be an account issue, unless Fongo intervenes in some manner, I fail to see how this situation can be resolved. If you're a paying customer, I would consider CCTS.

[D.K]

I've been trying to wrap my mind around it and read everything online and tried all.
I know support is the only option to solve this.
I have transferred an old number so I did not create it on the app. I did it all on a desktop and then was able to log in and use it with no problem.
When I got emails telling me the number is not working I went back to the app and saw I was logged off. Tried to log in and couldn't.
I only tried to log in on android (the official app) after I couldn't log in because I thought it might be an iPhone problem.

[Liptonbrisk]

I have transferred an old number so I did not create it on the app. I did it all on a desktop and then was able to log in and use it with no problem.

Once you log in to the app for the first time, that's the initial OS used (either iOS or Android).

When I got emails telling me the number is not working

Out of curiosity, what emails did you receive? Are you referring to voicemail to email?

Anyway, again, this is the escalation process: https://support.fongo.com/hc/en-us/arti ... -Complaint.

[D.K]

Received emails from people trying to reach me.

[Liptonbrisk]

Okay, I was wondering whether you received an account dormancy warning email from Fongo.

[D.K]

No. No correspondence from them. Not even a reply to support tickets.

[Liptonbrisk]

Well, unfortunately, there's nothing users or volunteer mods can do further for you.

You can either submit a complaint with CCTS or hope you receive email from Fongo support.

[D.K]

Just to update, if anyone will be in the same situation and can read this.
I found this link https://support.fongo.com/hc/en-us/requests and saw all my tickets were with the status "solved". So I've opened a new ticket, this time from the app itself. My plan was to keep submitting a ticket every time they mark it as "solved". They did answer this ticket staying there was "unusual activity" so they blocked the account. I have no clue what they mean but at least it is working now.
I want to thank you again for all your support and want to recommend checking the tickets in the link https://support.fongo.com/hc/en-us/requests to know the status.

[Liptonbrisk]

I found this link https://support.fongo.com/hc/en-us/requests and saw all my tickets were with the status "solved".

Oh, I guess with no response? Yes, I should have mentioned that link. It didn't occur to me that your tickets were closed.

So I've opened a new ticket, this time from the app itself.

Selecting "submit a support request" from the Fongo Mobile app just redirects to https://support.fongo.com/hc/en-us/requests/new. The only difference this time appears to be that they responded. I'm glad they did.

I want to thank you again for all your support

You're welcome (although I couldn't do anything because I don't have access to your account), and I'm glad that your account is no longer suspended.