I am unable to log into the new gateway app on my Ipad. I get the message:
The username or password for this account is not recognized
I can log into my shaw account.
are you using email or OCC?
I have tried both with the same results.
few more questions and solutions:
1) When using your email, are you putting in the full email with @shaw.ca in it
2) If you have moved, there is a possibility that the OCC is not associated in our authentication system to the correct account that correlates back to arris. If that is the case we will need to do something on our side.
shaw-moderator, please obtain account info so we can verify at the same time.
For sure Mark. bataltab, I'll direct message your Community Inbox for your account details.
I used my full email address. I have not moved recently.
I have tried to log in a few more times an have received the following errors:
a network error has prevented communication with your account.........
the network connection was lost.....
and you are presently connected to the internet on that tablet. please verify that. That network message is usually related to communication problem.
I am connected to the network. I am using my ipad for this conversation.
Please respond to private message that matt sent, and we will have a look at the account setup. We may just need to reprovision with Arris to resolve the issue.
is it still not working for you?
Whatever you did at your end fixed it! Seems like everything is just fine now.
Enjoy the app!
app is still not working
Hey bataltab would you be able to try what I suggested in our direct message conversation and reset your Customer Centre password then give it another shot? Since you're not able to log into the Customer Centre at all, that's the factor here I think, not the app.
I can get into customer centre from the gateway app by pressing forgot password.
I change my password and I am then transferred to customer centre. I have tried this 3 times and it works every time.
When I logout of customer centre and try to log back in I cannot.
Well that's a bit odd for sure. I think I may need to check from our side with your credentials. Sent you another direct message.
Another thing with OCC is that you can re-register the OCC account with the same username and sometimes that resolve the authentication issue with the app as well.
If the email though did not work and it is a "Shaw email" that is on the same account as the gateway, it is likely a provisioning discrepancy.
I'm having precisely the same problem on my iPhone and my iPad. I also receive the message "The username or password for this account is not recognized."
As with the original poster I have also tried both OCC and email log-ins.
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