Caller can’t log into TeenSafe
If your caller cannot log into their TeenSafe account, the first thing you will need to check is the status of their account.
- Log into admin at admin.teensafe.com/users/login (UN: teensafe@cwxtx.com / PW: cwxtx!123)
- Go to Users, then Search, and look for the user’s account either by name or email address. Partial searches should work.
- Check the account status and reference the following.
ACTIVE or TRIAL
The account is active, so chances are, they are either mis-entering the email address, or they have forgotten their password. They can try the password reset feature, and if that doesn’t work, you can put in a ticket and escalate it to Jim. Login emails cannot be changed, and they will have to make do with mispellings.
CANCELLED
It means the account has been cancelled, either by the customer or by TeenSafe. Once a cancellation takes effect, TeenSafe access ends. Your caller will need to have their account re-activated in order to access their account again.
EXCEPTION
This means that rebilling on the account failed and that the billing information on the account is no longer working. Any accounts with this status will not let the customer log in to access their data. They will need to be called back by the billing department to correct the billing information and reactivate the account.
NO LEGAL
This is an account that never got past the setup process. An email address may have been entered, but no credit card information was added or processed successfully. We cannot fix those kinds of accounts at the moment, so they’ll have to re-register with a different email address.
Another important thing to ask, if the account is No Legal, is to see if your caller tried to pay with a pre-paid card. At the moment, pre-paid cards do not work with the Teen Safe billing system.