Family Pooling error

[JetSetting88]

Hi there,

I've done a search but unable to find anything similar...

I'm getting the following error when trying to pool from a family member living at the same address to my account:

Error retrieving the customer (my velocity number). Please check the number and try again.

It even gives the same error when trying to pool the other way, ie my account to my family members.

I'm velocity gold and have rung the help line, but they were no help and I was told to email the error to the admin email address but have heard nothing back from them.

A little concerning as we're flying tonight. Any help?

 

[JetSetting88]

Well after 3 calls to the Gold help desk and refreshing of both accounts twice, a member of the velocity team was able to get it working.

Strange, lets blame Sabre.

 

[totd]

Did you make a note of the name of the person that eventually got it working? This sounds like something that is just waiting to go pear-shaped.

 

[repete]

Oh dear... had the same problem the other night and searched the forum but didn't post anything (this might help prompt me in future to be more bold ) Anyhow, I was living in hope it was just a temporary computer glitch and when I logged back in it might work - sounds like it won't! And my wife is flying tomorrow... and I'm only silver... argh :-|.

 

[repete]

sounds like it won't! And my wife is flying tomorrow... .

Good news - it worked!. Tried again online, and this time all went through. Hopefully no more glitches (like this at least!)

 

[totd]

Good news - it worked!. Tried again online, and this time all went through. Hopefully no more glitches (like this at least!)

I've got my fingers, toes and everything else crossed for both of you. Good luck.

 

[Airbumps]

I just got this error as well. Really don't want to have to spend 3 hours talking to Manilla about it - did you guys do anything special to get it working again?

 

[JetSetting88]

The first 2 people i spoke to on the Gold help desk assured me that I must of made a mistake with the address's in both accounts and to make sure they were exactly the same. No matter how many times I told them that i hadn't changed anything, and it had worked previously they still asked me to update address details and they wouldn't help me any further.

It wasn't until I rang the 3rd time that it was able to be sorted. Might just have to keep trying and be sure that details match across both accounts....

 

[repete]

My trick was posting on this thread how it hadn't worked, then logging back in only to discover it did work
Seriously, kaelo, I do wish there was something useful I could pass on, but all I did was try the exact same details 48hrs after my first two attempts failed and hey presto, it worked?!?

 

[Airbumps]

All good mate - it refused to work for two straight days and then I tried again last night and all went through fine. I agree with the poster above...if in doubt, lets blame Sabre!

 

[oz_mark]

Tried to set up pooling with SWMBO's account, and guess what, it's giving the error :evil:

 

[Shano]

Having the same problem this morning trying to setup pooling for my MIL who is flying back to MEL this afternoon. Doesn't recognise my account details

 

[xtoss]

Add me to the list,

Not recognising my number on my fathers family pooling I am trying to set up

 

[Mis5P]

Me too.

Having the same trouble when trying to add hubby to pooling

 

[oz_mark]

I've been trying for a week. Doesn't work...

 

[xtoss]

Yep, still not working. Tried calling but didn't help much. Have to get my Dad to call apparently, which won't be the easiest thing to do in between work and the fact they leave in a few days.

I get the feeling that his membership was set up on a new system that has no links to my number

 

[Frostysonic]

No dice here as well, been trying since Friday using different web browsers but keep getting the same old error message.

 

[highflyingkiwi]

Not working here either, was working fine for me 2 weeks ago...

 

[repete]

It's a strange beast it seems... I had previously had trouble, then it was working again (as per earlier posts). Anyhow, I returned to this caper last weekend to add kids on to my account. My first attempt didn't work but then I changed my name from my abbreviated version (which was listing in my velocity account) to its extended version... and then it worked! Probably not everyone else's problem but just thought I'd share it in case

 

[highflyingkiwi]

Well, mine didn't work today on two different browsers, however just a couple minutes ago was able to complete my family pool changes from my iPad.. No changes to any names, and doing exactly the same as earlier today.