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WiFi phone call returns "Incorrect username or password"

Trying to make a WiFi phone call (WiFi properly highlighted; I dial phone number; press Green Phone icon), phone displays error message "Your call cannot be completed. Please try again. Call time 0:00. Incorrect username or password". How do I correct the problem.

Stephen Young

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Hello Stephen,

We are sorry you are having this issue. Can you please go into the Scratch Wireless app and select settings then diagnostics. Once there can you please tell us what is shown. You don't have to share your phone number.

Also have you downloaded any apps that affect the dialer at all?

Patrick Roberts 0 votes
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Hi Patrick- Nothing special in diagnostics. Connected: Yes; Access code: 46
Status: Looks good. Does that help diagnose the problem? (Tried same call again on Tuesday 1/28/14 at 11:00PM and still got "Incorrect username or password".) Thanks.

Stephen Young 0 votes
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BTW, I haven't added any dialers. At the first occurrence, I hadn't added any new apps at all, though I have added one or two since then.

Stephen Young 0 votes
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One last point, I haven't signed up for any cell time yet, so I haven't made any cell calls at this time either, so I don't know if they would work properly.

Stephen Young 0 votes
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Hello Stephen,

We are sorry you continue to have this issue. Please open a support ticket with us so we can better assist you.

Patrick Roberts 0 votes
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Hi Patrick - I'm not sure how to open a support ticket. Do you mean "Submit a request" from up above. I did that and categorized it under "Porting a number". If a support ticket is something else please let me know.

Stephen Young 0 votes
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Hello Stephen,

You are absolutely correct is is Submit a request. I see that you have done so and I will communicate with you through there.

Patrick Roberts 0 votes
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I sort of solved this by turning the phone off, restarting and reconnecting all over again. Time consuming and inconvenient. Apparently the OS hung up. Shades of Microsoft!!!!

Alruppert 0 votes
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