Unable to register, add or remove users

[Retired-George]

We’ve created this thread to help with online problems that may occur when registering, or managing your Sure Signal.

You need an online account so you can register and manage your Sure Signal.

You’ll receive a text as part of the registration process, which contains a security code. This code is only valid for 20 minutes.

We understand that if you own a Sure Signal, you’ll most likely have little or no coverage, so we recommend you register online when you know you’ll be able to receive the text.

Business customers:

If you’re a business customer you can’t register this via My Account and you need to visit Sure Signal for business. Just click ‘Register a Sure Signal’ and enter your company name as the owner and your mobile number as the administrator - this way you can still make any changes needed.

Consumer customers:

You’ll receive a text or email to confirm that the Sure Signal is fully registered.

Please note that problems can occur, if the number that’s registered as the Owner of the Sure Signal, is different than the main number registered for online billing.

Check for planned maintenance:

Check the forum for any planned maintenance. If there is, this will be announced at the top of the Sure Signal forum.

Planned maintenance can involve changes to the registration system, so wait for this to complete and then retry.

Pending active:

If your online account shows the Sure Signal as ‘Pending Active’, then post in this thread and we’ll look into it further.

All other issues:

If you have any other problems with your Sure Signal registration or management, just post the details below. We’ll need the following:

• Exact error message
• Step by step instructions for how to recreate the issue
• Operating system
• Browser and browser version

Thanks, 

Jenny

[7ony]

Tried contacting you, but I'm a business customer and was told I need to contact my account manager.

They don't have a clue and go off to find out and I hear nothing back.

I have been unable to add users for over a week now.

[Retired-Ian_]

Hi 7ony,

I can see we've got your email and soon as we'll reach it we'll be in touch.

If your business team do resolve this for you, please let us know.

Thanks,

Ian

[BeechBoy]

HI - I get the same error message when trying to add a new number to my Sure Signal. An edit of it is below. please can you share the fix?

com.bea.wsrp.faults.v1.OperationFailedExceptionImpl: Internal Server Error: null; nested exception is: 
	javax.servlet.ServletException.; nested exception is: 
	com.bea.wsrp.faults.v1.OperationFailedExceptionImpl: null; nested exception is: 
	javax.servlet.ServletException
	at com.bea.wsrp.FaultInstanceFactory.<clinit>(FaultInstanceFactory.java:44)
	at com.bea.wsrp.proxy.ProxyBase.raiseFault(ProxyBase.java:563)
	at com.bea.wsrp.proxy.ProxyBase.invoke(ProxyBase.java:464)
	at $Proxy66.getMarkup(Unknown Source)

[ST1985]

Hi,

I am having issues with 2 of our sure signals.

The first one (serial Number 40112013103) is showing as suspended (see the first attachment) and when I select manage users I get the following error;

Sorry, you don't seem to have registered with us yet. Please contact Customer Support.

I have contacted your customer support team twice (Despite you not having any options for Sure Signal support on your phone options) and got nowhere! They were unable to bring up any of my information using the registered phone number, post code or the serial number of the Sure Signal, the first person I spoke to on Friday fobbed me off saying the Sure Signal would be fine after 24 hours.

I've tried to register the Sure Signal again but all I get is the Sure Signal is already registered.

The 2nd problem I'm having is the same as many others are having when trying to add numbers to a Sure Signal already registered.

Sorry we are not able to process your request because of following errors in your form.

• Sorry, we're having a technical problem at the moment. Please try again in a few minutes. If you keep seeing this message, please contact us through the help centre.

[Sukhi]

Hi BeechBoy,

Get in touch here and we'll take a look.

ST1985 - Please do the same here and we'll be with you as soon as we can.

Thanks,

Sukhi

[ST1985]

..

[ST1985]

Hello,

Still no fix ot the problem I reported last week.

Reference WRT165

Recevied a confirmation email on Wednesday 20th but heard nothing since.

[Retired-Matt_B]

Hi ST1985,

I can't see any email received from your registered eForum address.

Please let me know the reference number you'll have received in the auto reply. It'll look like [#7xxxxxx]. 

Thanks,

Matt B

[ST1985]

[#7738188]

[Gemma]

Hi ST1985,

Please see the last email we sent on 23 August.

Once you’ve followed the steps from the email, let us know the new email reference number.

Many thanks,

Gemma