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Updating profile info

New Poster

Updating profile info

I am getting the invalid or open id credentials error when trying to access my account info.  I created a new account and can access the info but get error-7451 city, state and zip code don't match.  I have called 4 times to try to resolve this.  the fisrt support people always have to transfer to tier 4 support who also cannot fix the problem.  web support called once but i couldn't answer my phone and they left the tier 4 support number to call back.  I did and the person i talked to said they would notify web support that this was still an issue.  That was on 5-30-2018.  Nothing has been fixed and no one has called.  What is the problem?  Can't anyone there fix the website properly.  I saw the other day that the open id issue was supposed to be fixed.

7 REPLIES
Moderator
Moderator

Re: Updating profile info

Good morning FishinFan,

 

  I see it's your first post here, so welcome to the community! We can certainly investigate this for you. Can you please send a screenshot of the error message you're getting so we know what exactly your're seeing and where? Please be sure to block out any personal information, or just privately message me the screenshot if that's easier.

 

  Your cooperation, patience, and understanding are much appreciated.

 

Thanks,
Liz

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New Poster

Re: Updating profile info

I don't know how to send a screen shot.  The box shows just what i told you.   City, State and zip code don't match your database.  Error-7451.  I don't know why you would need anything else.  One of the support people i talked to tryed to make changes and had the same issue.  This info should be on record someplace in your support records.

Moderator
Moderator

Re: Updating profile info

Hi,

 

Here are illustrated steps to taking a screenshot: http://www.take-a-screenshot.org

 

I ask for a screenshot for our developers/engineers' reference in the likely case they ask for a screenshot. I'll escalate and let them know of the error and let you know what I find out.

 

  Your cooperation, patience, and understanding are much appreciated.

 

Thanks,
Liz

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New Poster

Re: Updating profile info

The error message says  "unable to validate city, state and zip code.  make sure spelling is correct.  error-7451. "  I have been patient.  It has been almost a month since i first called on the problem.  Web support is supposed to have been working on this for 2-3 weeks.

Moderator
Moderator

Re: Updating profile info

Hi FishinFan,

 

I see that all your cases are closed since you were able to log in with the dummy account you created. I want to continue working with you to address this 7451 error you're seeing when logged it, I just need more details so that our developers have a better grasp of the situation.

 

Do you see the error message immediately after logging into the Support Center like in this screen?

 

Or this screen?

Or this?

Or here?

 

This is why we ask for screenshots, so we know where exactly this error is popping up. What are you trying to do in the support center that leads you to that error? Typical troubleshooting involves us trying to reproduce that error. These screenshots are from your account, so I have not been able to reproduce this error you're reporting. 

 

It would help us help you if you let me know the steps you're taking up until the point you see the error. 

 

  Your cooperation, patience, and understanding are much appreciated.

 

 

Thanks,
Liz

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Highlighted
New Poster

Re: Updating profile info

It is after the update profile screen when i try to change my evening phone number, because i have not had that number for over 5 years.  It also comes up when i try to update my credit card info.

Moderator
Moderator

Re: Updating profile info

Good morning FishinFan,

 

Thank you for the additional detail, that helps narrow things down a bit. Our engineers are looking into this, once I have any updates for you I'll let you know. 

Thanks,
Liz

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