Adding a new email to my account... help!

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I've Been Around
Posts: 1

Re: Adding a new email to my account... help!

I'm having the same issue today. 

Can someone please help me. I'm getting an "invalid account" error after I know I'm meeting all the password criteria.

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Resident Expert
Resident Expert
Posts: 3,627

Re: Adding a new email to my account... help!

@egalley : Please follow the instructions in post 10 of this thread.



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I've Been Around
Posts: 1

Re: Adding a new email to my account... help!

Assuming you are using Microsoft Edge browser and you are getting "invalid Account" error and pointing it back to "Password" field - change your browser to Firefox or try Chrome.

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I've Been Here Awhile
Posts: 2

Re: Adding a new email to my account... help!

Same here

Days invalid around , creating email account is a headache . Can’t create one 

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I've Been Here Awhile
Posts: 4

Re: Adding a new email to my account... help!

October of 2020 and they still haven't resolved this? Wow.

 

Used Edge, Chrome, AND Firefox. Complete failure.

 

Yeah, I can call in and have them make the email for me. Why have a portal to manage my email accounts when it doesn't work??? Goofy.

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Moderator
Moderator
Posts: 2,260

Re: Adding a new email to my account... help!

Good evening @DapperFoxtrot

 

Thank you for your post! I totally get why you may need an additional email address and we want to help you resolve the problem preventing you from doing so.

 

Except trying alternative browsers what troubleshooting steps have you tried after getting that error message?

 

I understand you are looking to resolve this on your own. However, it's difficult for us to know for sure what may be happening without being able to diagnose the issue with you. For instance, it could either be that you have maxed out the number of email addresses allowed or that you are trying to create an additional email address while logged in with a secondary account.

 

Have you made sure there was no incorrect characters or accidental space at the end, for example?

 

Looking forward to your reply!

 

RogersMaude

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I've Been Here Awhile
Posts: 3

Re: Adding a new email to my account... help!

You're just doing your job, so I won't take insult from your basic troubleshooting steps.

 

I signed into the account holder's email, went to the email management, and attempted to setup a 3rd email account (well within the limit). I made no such typos, as you describe. I made multiple attempts on different devices (and browsers, as previously described).

 

This is a clear cut programming issue that needs to be resolved by your backend developers, so please refer this issue to the appropriate department (some broken JavaScript function somewhere, more than likely). People should be able to create email accounts with ease. Your call center is busy enough with billing issues.

 

Appreciate your help. Thanks!

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Moderator
Moderator
Posts: 2,260

Re: Adding a new email to my account... help!

Good evening @playerx2020,

 

Thank you for joining this conversation. We value your feedback greatly and we'll make sure to forward it to the team in charge. 

 

If you are still looking to add a secondary email address to your account; please send us a private message at @CommunityHelps and we'll be able to help. You can find details about our private messaging in this blog.

 

Thanks so much!

 

RogersMaude

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I've Been Here Awhile
Posts: 3

Re: Adding a new email to my account... help!

I reached out via Rogers live chat.

 

They directly connected to my computer (because they didn't believe me when I said it's clearly broken code giving the error)...it didn't work ('invalid account'). Then they tried at their end on their own machine, presumably at the call center. Still no success ('invalid account').

 

He opened a ticket and forwarded it to his 'engineering' department, and told me to expect a text message notifying me when the issue was resolved. I received a text message today saying that they could not resolve my IgniteTV issue...IgniteTV...what on bloody Earth?

 

The only way you can help anyone with this problem, is to contact the tech lead in charge of web applications for Rogers such as this email management portal, and bring it to their attention. Somebody isn't error checking their code when updating the platform.

 

Meanwhile, I'm going to be researching how to setup my own email server so that I can just forgo using Rogers email service. I've already had to deal with them "accidentally" deleting my email account out of nowhere a couple months ago, and then had to spend hours on hold to get it back. This is not an issue to be solved by forum moderators or front-line call center workers. This isn't something listed in an internal information guide, it's far above that.

 

Unfortunately, if you don't know any backend programming such as php, MySQL, you're better off just notifying the appropriate team with the expertise to fix it.

 

Let us all know when it's fixed so that we can go back to accomplishing this simple operation. Please and thank you so much!