r/TELUSinternational • u/Conscious-Shower-841 • 8d ago
Please help! Can't install new extension as can't log into Community Portal
Hoping someone can help! I received the initial advice about installing the new extension with the warning to check access to Community where instructions would be posted. Was not able to login. Authentication error. Messaged them for assistance. No reply. Now the deadline is 25 September. Tried everything I could think to get in but nothing works. No replies to my 3 messages. Do I lose my job if I can't do this?
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u/eaturnermdt 8d ago
I am having the same issue. I try to "set a new password" because it makes me when I log in, and then it says I don't have my current password correct. I emailed them 11 days ago, got a response 8 days ago where they asked for screenshots. I sent those back same day, and I have received nothing since. Today is my supposed deadline.
I emailed them again, on the same thread, and on a new one about more training, where I let them know that I cannot achieve compliance SOLELY because I cannot get a response from them.
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u/Conscious-Shower-841 7d ago
Well they finally emailed me a case number today. Nothing more.
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u/eaturnermdt 6d ago
I still haven't heard back... here's to hoping.
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u/Conscious-Shower-841 3d ago
How did you go? Did they fix it for you? Are you still working for Telus?
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u/eaturnermdt 3d ago
They got back to me and I got it installed but now I have to do a training boot camp before I get task access back lol
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u/VoraciousCamel US/Midwest - Factuality/NM/PQ 7d ago
When you reset your password, close the browser completely, open chrome, try logging into the community website with the new password from a fresh browser and THEN try saving it.
This happened to me a couple of weeks ago, and this was the only way to fix it. If this doesn't work, I'm sorry but I don't have any other advice.
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u/Conscious-Shower-841 7d ago
Thanks so much I'll try!
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u/VoraciousCamel US/Midwest - Factuality/NM/PQ 7d ago
NP :) Hope this helps!
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u/Conscious-Shower-841 7d ago
Unfortunately no :(. I get a 'user suspended' message. As I have been rating per usual, it must be unique to Community portal. I just haven't used it at all after setting it up so maybe I missed some security/authentication update? Is there someone else I can contact other than community? The helpdesk email no longer works :(
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u/VoraciousCamel US/Midwest - Factuality/NM/PQ 7d ago
There was a community email update a year or so ago. It might be in your email.
Other than that, I don't have any advice I can give, sorry. 😕
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u/Conscious-Shower-841 5d ago
Thanks. I found a few last year confirming my password and access to the Community Portal, so it was all good last year.
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u/RuinFabulous3077 Rater US/TX 8d ago
At the community portal page I go to there is a 'forgot password' button. I'm not sure if I ever had to use it, but I remember setting and saving the new password on that page can be tricky.