[Resolved] Account Blocked

[levgersh]

My Account is blocked. Cannot even login and do not know the reason. Please help

[Liptonbrisk]

Click viewtopic.php?t=20537, and read fully.

You will need to submit a ticket: https://support.fongo.com/hc/requests/new. If you hear, "My Account is Blocked" on outbound calls, then choose "Freephoneline-->My Account is Blocked" for the final issue type. Otherwise, choose "My Account Inquiry" for the final issue type.

--
(General info)

These are user-to-user support forums. Fongo support staff is not obligated to respond or read posts here. Volunteer moderators do not have access to your account and can't resolve account-related issues since they don't work for Fongo.


Visit https://status.fongo.com/.
If "Support System" indicates "Partial Outage" or "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 or Fongo Mobile
account. Again, these accounts are unrelated.

If your ticket is closed, submit another: https://support.fongo.com/hc/requests/new (Choose "my account is blocked" for the final issue type.)

This is the escalation process: https://support.fongo.com/hc/articles/2 ... -Complaint.




Support staff does not respond to tickets on weekends or Canadian holidays.
Support hours are 9 a.m. until 4 p.m. EST.

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.

[levgersh]

Thank you for the reply.
I've submitted ticket more then a week ago but got no reply and my account is still blocked.
Ticket number: #1229344
What can I do?

[Liptonbrisk]

Click viewtopic.php?t=20537, and read fully.

Clicking that link brings me to

2. Use a 3600 second registration expiry/interval.

I've been notified that you're using a 5 minute registration expiry instead of 3600 seconds (1 hour). Click and read viewtopic.php?t=20533 fully.

1.
a) Dial ****
b) Then dial 110#
c) Enter the IP address you hear into a web browser.
d) Login to your ATA.
e) Always choose the admin login and advanced view menus (select "advanced" in the upper right, depending on the ATA UI).

2. Navigate to Voice tab-->Line tab (whichever you use for FPL)-->Proxy and Registration-->Register Expires needs to be 3600 seconds

Save/submit settings. Reboot (or power off and on) ATA.

Fongo admin has temporarily lifted the block. Freephoneline's system will automatically check again at 6:00 p.m. EST. If you have not corrected your Register Expires setting before then, your account will be blocked yet again.

Your configuration PDF guide is located at viewtopic.php?t=16294.
Afterwards, I strongly encourage you to check your settings against what's listed at viewtopic.php?t=20532.

Your settings must conform to https://support.freephoneline.ca/hc/art ... redentials.

[levgersh]

Thank you. Account is unblocked now!
I've updated this setting more the a week ago
My ATA was upgraded to GrandstreamHT801 v2
So the value is in minutes, it is now:
Register Expiration : 60 (min)

[Liptonbrisk]

Thank you. Account is unblocked now!

Fongo admin manually unblocked your account, but it will be blocked again if the expires value isn't correct in the ATA after 6 p.m. EST.

As far as I know, the blocking process for the wrong expires value is automated.

My ATA was upgraded to GrandstreamHT801 v2
So the value is in minutes, it is now:
Register Expiration : 60 (min)

Okay, your forum profile was showing a PAP2 when I originally replied.
Anyway, refer to viewtopic.php?t=20539 and viewtopic.php?t=20961

Oh, if you have trouble getting banking telephone systems to recognize your key presses, visit viewtopic.php?p=81384#p81384.

Good luck!