topic Re: Unable to access My Account in Security

Unable to access My Account

GBy1231 — Mon, 09 Feb 2026 15:05:25 GMT

Cannot access My Account. Put in my security number but just got spinning circle and blank 'boxes. Obviously a problem your end. Please can you let me know what is happening.

Re: Unable to access My Account

nambuso-TT — Mon, 09 Feb 2026 15:16:48 GMT

Hi there @GBy1231. I am very sorry to hear this. Please clear cookies and cache on your current browser or try to use a different browser.

You can try accessing MyAccount using a different device and let me know what happens.

Re: Unable to access My Account

GBy1231 — Mon, 09 Feb 2026 16:12:38 GMT

Tried everything - different browser, different device, cleared cookies and cache - try to access My account, put in verification code and then I all I get is 'Welcome to my Account' and box to send verification code. and so it goes on. Clearly there is an issue, as others have reported. Now what.

Re: Unable to access My Account

Mandisa-TT — Mon, 09 Feb 2026 16:34:12 GMT

I understand, thank you for confirming.

Re: Unable to access My Account

Mandisa-TT — Mon, 09 Feb 2026 16:39:13 GMT

@GBy1231 Thanks for getting back in touch, and I’m really sorry you’re still running into the My Account login loop — especially after trying multiple devices, browsers, and clearing your cookies and cache. You’ve done everything right, so I completely understand how frustrating this must be.

I can confirm that there is currently a known issue affecting My Account, which is causing some customers to get stuck on the “Welcome to My Account” page after entering the verification code. Our technical teams are already aware of the fault, and an incident has been logged to get this resolved as quickly as possible. I will be able to assist with any queries that you might have.

Re: Unable to access My Account

Mandisa-TT — Tue, 10 Feb 2026 07:23:06 GMT

Hi @GBy1231 can you please clear your browsing history again and try again to log in and let me know if you are still experiencing the same issue.

Re: Unable to access My Account

GBy1231 — Tue, 10 Feb 2026 10:18:20 GMT

Thank you, managed to get into My account now. However, cannot access 'bills' at the moment - message to say there is a problem, but hopefully this will be sorted soon.

Re: Unable to access My Account

Mandisa-TT — Tue, 10 Feb 2026 10:19:37 GMT

Thank you so much for an update, if you have any inquiries with your bill, I will be able to assist you.