Your account could not be validated
Answered

Bought new Samsung S 3 from ting and activated it yesterday by initiating a number port from my old Sprint(IDEN) phone.  It work last night fully but this morning when calling it says "your account could not be validated".

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29 comments
  • Call Ting support and they can help get you going 1-855-846-4389

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  • Called Support.  Still Down.

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  • Working once again.  Strange.

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  • Wayne

    Did Support have you do a Profile Update and then a PRL update? Those settings are under About Phone  >> Systems updates. 

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  • I did a profile, PRL then a reboot after waiting an hour or so.

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  • Glad you are working. 

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  • I had the same issue (1st day with phone) and tried this but got an error "PRL update could not be completed" Error: Unknown Error

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  • Alfred,

    Did your profile update succeed? Sometimes you need to update your profile before updating the PRL.

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  • Just tried and it got an error update could not be completed.

    Error Unknown.

    Maybe is this

    https://help.ting.com/entries/23643442-Device-activations-will-be-unavailable-April-26th-3-00AM-EST-9-00AM-EST

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  • Hi Alfred,

    I've sent a support request with some steps to the e-mail you use with your Ting account. Please let me know if you have any questions through the request.

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  • Perhaps ting should consider warning people that they can't activate a new phone on a weekend because there is NO customer support. I tried last night and now have to wait until Monday morning before I can even talk to someone. Very frustrating as my first ting experience.

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  • I'm without a phone since the old network doesn't work now either.

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  • Kathryn,

    Ting *does* have weekend support.

    Email help@ting.com to open a support ticket. Somebody from Ting support will email you to follow up.

    Ting has support goals that include weekend support. I have received a response on a Sunday.

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  • I tried that yesterday. It still says "awaiting assignment" and I have heard nothing.

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  • That is unusual.

    Hopefully, a Ting staff member will respond here shortly.

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  • Kathryn, you likely just need to do a carrier reset on the phone. To do so, first make sure it isn't connected to Wifi (and isn't roaming), then dial: # # 72786 # (if it asks for your MSL or lock code, you can find that under Device Settings on your Ting Dashboard)

    When the phone reboots it should go through a handsfree activation. Once it's done that, along with PRL and firmware updates, it should reboot one more time then work properly. I see that Daniel has also already replied to your support request, so reply to his email if it doesn't work.

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  • I just dialed ##72786# and my phone rebooted. Then it turned back again, and it has been showing me for more than a half hour: "Preparing Network..." How long should I keep waiting for?

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  • It has passed more than an Hour, and I need my phone. Please I need to fix this issue. 

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  • Hey Rosa, It usually doesn't take that long. I will be sending you an email so we can take a look. 

    -Sam

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  • I'm having the same problem, and it's driving me up the wall now. My old phone won't reactivate either. Not that I want it to, I just can't be driving an 1+ hour commute without a phone at 5am every day. I've dialed # # 72786 #, and I've tried what the Ting guy said was a factory reset, using # # 786 #, but every call I make gets the, "Your account cannot be validated" message. And I haven't heard from the Ting guy, Sean, since Saturday.

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  • Hey Sharon!

    I sent an email your way a few minutes ago. Hopefully you'll get it shortly.

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  • I've got the same issue when I tried to all the 72786 number.

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  • Hi Chase,

    I see that you submitted a help request and Carlo is assisting you. You are in good hands!

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  • I tried dialing the number for a reset, but I'm getting the "your account could not be blah blah blah" message whenever I dial it, rather than giving me more options or rebooting my phone (a Motorola Photon 4G). 

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  • Hi Charles. You shouldn't have to "dial" the activation code. Just go to the dial pad again and enter # # 72786 #. You should see another window asking your your MSL / lock code as soon as you enter the last #.

    If that didn't come up, please contact us through a support request and we'll further troubleshoot it with you.

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  • Having the same issue. Only thing is that I've used Ting with my iPhone 4 since Beta. I updated my billing info today though (new card) and even though I've both updated my info AND paid my phone bill, my 'account cannot be validated'. I can't call customer service because my phone can't make calls... A bit of a conundrum. What gives?

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  • Hi Leyton,

    I will be contacting you via help request to discuss your account with you. Keep an eye out for an email!

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  • I had the same problem. Now it's fixed! Thanks.

    I did Settings -> System updates -> Update profile

    It did some stuff, and that did the trick.

     

    Would be nice if it mentioned this after enabling the device in the ting dashboard. Also it would be nice to be informed how long I should reasonably wait. I waited a day thinking eventually it would work itself out! Love your service. Thanks.

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  • The profile refresh probably varies depending on the model & os version. It is always a good idea to update the profile after changing dashboard device settings.

    It is also a good idea to periodically update the PRL so the phone gets the latest tower list.

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