Support / SUP-1222
Northgate: Saturday, workers stuck on 'too many tries' and nobody answering
Description
Saturday shift at Wigan. 4 workers keep getting "too many tries" since 6, they wait and it happens again. Nobody answers the phone at ACME and our admin is off till Monday.
Linked issues
- relates to SUP-1157 Greenhollow: three workers told 'too many tries' at shift start Done
- relates to ENG-1801 Phone-code screen: tell people to use the newest text To Do
Comments (5)
Lindsey Barr · 12 Oct 2026, 06:10 UTC
Please do. We didn't know there was one. And the screen should say use the newest text!
Ines Costa · 12 Oct 2026, 07:00 UTCInternal note
Second customer caught by old texts (SUP-1157, Greenhollow). Asked Noor to put 'use the newest text' on the code screen.
Ben Carter · 12 Oct 2026, 09:00 UTCInternal note
Northgate's site managers don't have the urgent line. Sending it to all 12, with Rachel's OK.
Yusuf Demir · 12 Oct 2026, 09:20 UTC
Number sent by email. Closing.
Hi Lindsey, sorry you couldn't reach anyone. In the sign-in log all four typed codes from older texts; each new request replaces the previous code, so after five tries the 15-minute wait started again each time. Nobody can skip that wait, us included; the newest text always works.
Support isn't staffed at weekends. For a site that can't sign in at all, the urgent line in your contract reaches our on-call engineer. Daniel has the number, and I'll send it to you too.