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

[dpstent]

Hello

After leaving my unit on overnight it seems to have installed correctly. My default phone is picking up a full 3G signal and the 3rd light flashes when I make calls.

However, when I try to add additional users online I get the following error message:-

• Sorry - we're unable to process your request right now. It won't take us long to fix this issue. Ple...

Any ideas?


Thxs

[dpstent]

BUMP - Is anyone else having problems adding users to their Sure Signal boxes via the webpage?

[dpstent]

Have worked it out myself - If you leave name fields blank and add phone numbers in the following format 447123456789 then the error doesn't appear.

[Retired-George]

Hi sKermi,

Apologies for not replying sooner, for some reason we were never alerted to your original post from yesterday .

I'm pleased to hear that you have now managed to resolve your issue, although you shouldn't need to have to leave the name fields blank in order to add new users. I'm going to test this with a colleague's Sure Signal dashboard to see if it's a general issue. If it isn't then it may just be a temporary error. If you do notice it happening again though then please let me know.

George
eForum Team

[dpstent]

Hi George.

Further checking seems to indicate that it was the number format that made a difference (44123123456 instead of 0123123456). I re-read the manuals and I can't find any information about using this format.

[austi]

Hi, I am getting the same error when trying to add users. Have tried adding the 44 but still the same.

[jonforduk]

I have a more basic "add users" issue.

I've been suing my Sure Signal for about a year now, mostly pretty well. Because I have a phone on a corporate account , but the Sure Signal is private, registered to one of my kids' PAYG phones.

Anyhow - I wanted to check the registration of my wife's phone: her phone seems not be recognised since she got a new device (even though it's the same number).

However - when I go to the "My Sure Signal" page, all I get is the option to remove myself as a user....? No option to add / manager users.

I also cannot see the dashboard?

Help!

[Retired-George]

Hi guys,

sKermi, it seems a bit strange that you're having to enter numbers in international format as I've never had to do this previously. If it works though, I'd recommend just sticking with that method.


austi, I think we're going to need to take a look at your profile here. Just reply to the email I've sent you and we'll be in touch as soon as we can .


jonforduk, a very warm welcome to the eForum . Which account are you accessing the Sure Signal via? It sounds like you're not logging into the Owner account of the Sure Signal. If you registered this with a Corporate account then you may need to arrange for the main account holder to grant ownership of the Sure Signal to your number.


George
eForum Team

[jonforduk]

Hi, George,

Thank you.

No - this SHOULD be the main account. I purchased the Sure Signal as a consumer- it is mine. I just happen to use it for my corporate phone, mostly (too hard to justify a company purchase!!)

I wonder if I set up some other account when setting it up? Is there any way to tell?

[jonforduk]

Hi guys,

sKermi, it seems a bit strange that you're having to enter numbers in international format as I've never had to do this previously. If it works though, I'd recommend just sticking with that method.


austi, I think we're going to need to take a look at your profile here. Just reply to the email I've sent you and we'll be in touch as soon as we can .


jonforduk, a very warm welcome to the eForum . Which account are you accessing the Sure Signal via? It sounds like you're not logging into the Owner account of the Sure Signal. If you registered this with a Corporate account then you may need to arrange for the main account holder to grant ownership of the Sure Signal to your number.


George
eForum Team

[jonforduk]

(George - Oops - sorry about last reply - hit wrong button).

OK - so I think I've found part of the issue: need some help, please.

I think I may have registered the Sure Signal using a different PAYG number - one that has now lapsed. I have a record of the number, but I cannot get the portal to recognise it as a valid Vodafone number and give me the associated login info.

Can I re-register? I guess this is the same process as would be used for a second-hand purchase?

Thanks

(By the way - this comes about because you can't set up an account to manage a Sure Signal without giving a vodafone number; and of course, it will not accept my corporate number, so I had to use a family PAYG number....)

[Retired-Reidar]

Hello Jonforduk and thanks for getting back

I suspect we'll need to take a closer look at this, that way we can see the actual registered number and work around a solution.

Please reply to the email I am sending and we'll get to it as soon as possible.

Thanks

Reidar

eForum Team

[jonforduk]

Hello Jonforduk and thanks for getting back

I suspect we'll need to take a closer look at this, that way we can see the actual registered number and work around a solution.

Please reply to the email I am sending and we'll get to it as soon as possible.

Thanks

Reidar

eForum Team

Hi - I have not received an email yet - do I need to make it visible in my profile?

Thanks

[Retired-George]

Hi jonforduk,

I'm not quite sure what's happened to the original email so I've sent you another one. If it doesn't arrive then please check your junk mail folder. If it's not there then let me know.

George
eForum Team

[witchcraft]

Hi jonforduk,

I'm not quite sure what's happened to the original email so I've sent you another one. If it doesn't arrive then please check your junk mail folder. If it's not there then let me know.

George
eForum Team

I'm having the exact same problem and am unable to add numbers to my Sure Signal - I just do not get an option on the webpage (see attached) - any help gratefully appreciated!

Mark

[dejongj]

I am wondering whether the OP is correct. I am a business customer, yet all I had to do was register for a my account, log in, then go to sure signal and type in the serial number. All was up and running within 10 minutes.

[jonforduk]

Hi jonforduk,

I'm not quite sure what's happened to the original email so I've sent you another one. If it doesn't arrive then please check your junk mail folder. If it's not there then let me know.

George
eForum Team

Thanks - I got the email. In the end , I phoned the helpdesk while I had a bit of spare time. It was all fixed within 10 minutes or so.

Thanks for all the help.

[alastairhouss]

Hello all

I'm having the same problem as some others have reported in relation to adding additional numbers; my own phone has been registered for some time and it works perfectly well.

But all is not well when trying to add a new number. When logged in, I go to 'manage SureSignal' in the 'My Devices' box. I'm then presented with two options, namely 'Register another SureSignal' (with a 'Register' box to click) and a 'More about SureSignal' (with a 'Find out more' box to click).

Below the 'Register' panel there is a box that is headed by the name I gave to my SureSignal and contains:

Registered
My name, which is shown
My Location, with my postcode shown
Your role; which is shown as 'user'
My Options; and the only option shown is 'Remove Me'.

I obviously don't want to register another SureSignal, nor of course do I want to remove myself. There appears to be no way to add another number. I'm using Firefox 3.6.10 on Windows XP, but the same thing happened with Internet Explorer.

What's the solution?

[Retired-George]

Hi guys,

witchcraft, a very warm welcome to the eForum . We're going to need to take a closer look at how your account has been setup. Just reply to the email I've just sent you and we'll be in touch as soon as we can.


dejongj, I've not been made aware of any changes to the business registration process, I will clarify this though and amend my original post if necessary.


jonforduk, I'm pleased to hear that your issue is now resolved . If you do need any further assistance then don't hesitate to ask.


alastairhouss, a very warm welcome to you as well . It sounds like your number might not be registered as the Owner for the Sure Signal. So that we can check on this I've sent you an email, reply with the details and we'll be in touch as soon as we can.


George
eForum Team