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Vonney1
First Timer
Private Message TalkTalk
Message 17 of 17

Hi, I’ve just set up MyAccount and went through the process of linking it to my community account. So far so good.

 

the problem I’m having though is actually logging into the Community. I can’t log in directly - is that how it’s supposed to work?  If log into MyAccount and then select help & support from drop-down menu I then have to go through numerous pages before getting to The Community. Then only seem to get logged in if I say I want to post!!

 

is this how it’s supposed to work??  Just all seems so long winded and used to be much simpler before with seperate log in.

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16 REPLIES 16

Message 1 of 17

Hi @StephenF 

it is really odd, everything seems fine - I get 6 digit code ok, but when I enter it and attempt login I get that blummin message!!  

I’ll keep using the workaround for now. Hopefuly, someone will be able to work out what’s going wrong, but now I know how the system works and Myaccount & Community interface it doesn’t seem too bad. Doesn’t mean I don’t want it sorted though 🤣🤣

 

Thanks for your help with this.

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StephenF
Community Manager
Staff
Private Message
Message 2 of 17

Hey, 

Thanks for the PM, makes sense now however what you're seeing shouldn't be happening. In this initial step we dont check if your email is recognised or not, you can input and submit any email address in the world even ones that dont exist and the system will generate a six digit code and email it to that email address. When the code is input the system checked is the code correct and do i know this user "are they in the database" if not then you would see the message you're getting right now so this is odd. 

 

I'm speaking with colleagues and i'll likely have to raise this as a effect to be investigated, unclear how long this will take so whilst annoying please keep logging in as you do now, via myaccount. 

 

Thanks 

Stephen, Community Manager

Message 3 of 17

Hi @StephenF  Thanks for the comprehensive reply. I’ve  done what you suggested and sent you a PM with details of the results, including screenshots.

 

Cheers,

Vonney1

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StephenF
Community Manager
Staff
Private Message
Message 4 of 17

Hey @Vonney1 

Sorry to hear about the login trouble, most of the advice given below/above is correct but some slight tweaks about how this works so let me explain what should happen and then see if we can sort this. 


How it's setup

My Account & Community use the same database for login, no matter if you login via community or myaccount you should always use the same email and when logged into one, it should then let you into the other. Once you have registered for myaccount you do not need to register again via the community login page, this is aimed at customers who dont already have access to myaccount. 

Some odd things...

* community is 100% passwordless ( enter email, get a code, enter code, your in)

*myaccount allows you to log in with a password ( can use a password or use passwordless via email and sms) 
It's pretty naff that we have two separate login journeys and at some point we will align this, the reason for it now is that our PLUS customers do not have access to myaccount, they use an app to manage their service which is also 100% passwordless and so community was updated to allow both myaccount customers like yourself and PLUS customers to login, the common denominator being "passwordless"  

First time logging into community

When you first log into community or navigate to it from myaccount "after logging in there" you'll see a prompt asking you to either create a new community account or link an existing one, essentially what we're talking about here is "what do you want to be called in the community" for all new customers who've never used the community before they are going to create a new community account which is a once in a lifetime "thing" you should never be asked to do this again unless we reset your account. 

Now for your issues...
In one post you mention seeing an "email not valid" message before getting a code and also after entering a code, this is odd as the only validation we do at the initial stage is if the email "looks" like a real email such as does it have an @ does it have a .com etc on the end. The checks to see if the email is active is all done after entering the code so it's odd you're seeing this before and after. 

Can you please try logging in again via community and any errors you get please take full screen shots of them so you can private message them to me so i can try and see what's going on and see if i can get some logs. 

In the mean time, log into myaccount then once in, just head over to community, you dont need to use the links in myaccount just come straight here, maybe bookmark the url ? and you'll be authenticated 

Some more odd things... well just one actually... 
My account is 100% private other than the login page where as community is 99.9% public, as such when you initially navigate from my account to community it may look like your not logged in "little ghost user icon in top right rather than your avatar"  Dont worry, this is because the page your on, doesn't need to be "logged in" as such the page hasn't checked your login state however if you go to create a post it will automatically update to reflect that you're logged in and wont ask you to sign in again. 

Hope this helps, give me a shout or pass them to chris who can pass them onto me and we'll see what's happening with your account not accepting the email address which is and oddity im not aware of but im sure we can fix. 

 

 

Stephen, Community Manager

Message 5 of 17
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Message 6 of 17

Thanks ever so much for doing that for me. I’ll wait to hear back from you, Cheers

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Message 7 of 17

I'll ask the community manger to take a look at this and I'll get back to you when I have an update


Chris

Message 8 of 17

Hi @Chris-TalkTalk 

 

Have you read my post fully? I can’t really believe the process I’m going through is normal. 

Can you have a look again please?   @Gliwmaeden2 Ive copied you in so that you can maybe explain what normally happens.

 

@Arne-TalkTalk Ive added you to this conversation in case you can throw any light on it

 

 

 

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Message 9 of 17

Hi Vonney1,

 

I've checked with the other team members and we think this is the normal way to access the Community now

 

Chris

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Message 10 of 17

Thanks ever so much.

 

I’m  just wondering whether I should at some point try typing in my user name in the password field??!!! But if you’re going to flag it with someone I’ll leave it until they look into it.

 

thanks so much @Gliwmaeden2 

Message 11 of 17

Totally weird!

 

I'll flag it up for staff attention. 

Gliwmaeden2, a fellow customer.

Message 12 of 17

Hi @Gliwmaeden2 

 

Ive just logged out of the community and tried what you suggested. This is what came up when I tried to log back in…..

 

Then when I selected the register tab this is what I got …….  I’m already registered.

 

So to get back in I had to log into MyAccount, select help & sopport from menu, then scroll to the very bottom to select further help & support, finally got into community, but not logged in. Only way to log in then is to randomly select a subject and select new post- then Hey Presto I’m logged in…!!! Not the simplest or right route, but don’t know any other way.

 


IMG_1598.jpegIMG_1597.png
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Message 13 of 17

Hi, I’m fairly sure I have, but I’ll try it again later and let you know. I definitely went through the process while setting up MyAccount - but hey maybe I need to do it twice !

 

Dont want to log off just now, I’ve posted about refund due from my deceased husband’s account. Just waiting for a reply.

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Message 14 of 17

Yes, on ANY Talktalk community page, when not signed in you see this:

 

1000004951.jpg

 

I then get this:

 

1000004952.jpg

However, if you haven't signed in directly via the community before, you'd need to go through the process of linking your email address via the registration tab on the right.

 

That has to connect your user name to your account billing email address. 

 

On subsequent occasions you'll only put in the email address, pick up the digits, put in the digits.

 

Then the avatar shows up etc:

 

1000004949.jpg

So have you done the right hand "register" steps, @Vonney1 ?

 

Gliwmaeden2, a fellow customer.

Message 15 of 17

Hi @Gliwmaeden2 

Thanks for replying so quickly. I have tried clicking the peg ( I’m guessing you mean the little person outline at top right) in main MyAccount page on on Community page.like you say I then get the sign in page for the Community. I then enter my email address, and get sent 6 digit authentication, but when I enter this I get an error message - email address not known!!!

 

But MyAccount tells me that my login for that is linked to the community. So I don’t understand why the same email address isn’t working. 

And as you can see by going all round the world I have benn able to access the Community.  But surely this isn’t meant to be how it works?

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Gliwmaeden2
Community Star
Private Message TalkTalk
Message 16 of 17

I just click at the top of a page, where the peg shows that becomes your avatar when signed in, @Vonney1.

 

It then takes me to the request for my email (billing) address. I go there to pick up the current 6 digit access no.

 

Return to community log in page, within 10 minutes, as it will otherwise expire (sometimes sooner) and entering the 6 digit gets you in.

 

May be initial set up instructions still to follow if not done previously. 

Gliwmaeden2, a fellow customer.
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