topic Re: Delay in receiving Self-Serve password reset email in Announcements

[RESOLVED] Delay in receiving Self-Serve password reset email

Alan_K — Fri, 21 Sep 2018 13:21:23 GMT

Most Recent Update

09:00 ET - September 21, 2018

Hey Community,

We are happy to say that our technical team has successfully implemented a fix for the delay many were experiencing in receiving their Self-Serve password reset email. Going forward, all Self-Serve password reset requests should trigger a password reset email message within several minutes.

We apologize for any inconvenience caused and thank you for your patience as we worked through this investigation.

-Public Mobile Community Team

Updates

Please click the spoiler for a full history of this service issue to date.

13:30 ET - August 27, 2018

Hey Community,

Our technical team is currently investigating this issue and we will provide updates as we learn more. If you are currently experiencing this issue, please contact a moderator here to reset your password.

In order to message a Moderator you will need to create/ sign in to your Community Account. Don’t have one set-up yet? Just click here, select 'Sign In' at the top right corner, then select 'New User? Register here.'

12:00 ET - August 24, 2018

Hey Community,

We apologize for any inconvenience caused and thank you for your patience as we worked through this investigation.

-Public Mobile Community Team

Re: [RESOLVED] Delay in receiving Self-Serve password reset email

mimmo — Fri, 24 Aug 2018 16:12:30 GMT

Yahhhh, mod requests for suppoet will be cut in half:)

Re: [RESOLVED] Delay in receiving Self-Serve password reset email

smp99 — Fri, 24 Aug 2018 16:12:40 GMT

Nice. Good!!!

So who wants to be the tester??

Re: [RESOLVED] Delay in receiving Self-Serve password reset email

popping — Fri, 24 Aug 2018 16:20:04 GMT

This is great news and will count down number of private messages to moderator team. This will definately cut the moderator team response time.

Re: [RESOLVED] Delay in receiving Self-Serve password reset email

pakmode — Fri, 24 Aug 2018 16:30:22 GMT

I don't want to say it's a day late and a dollar short.

So I'll just say it's a day late lol.

Better now then never PM.

Re: [RESOLVED] Delay in receiving Self-Serve password reset email

will13am — Fri, 24 Aug 2018 17:19:42 GMT

@pakmode wrote:
I don't want to say it's a day late and a dollar short.
So I'll just say it's a day late lol.
Better now then never PM.

It has been much more than a day late. It is one of those things that everyone will celebrate the success regardless of timing.

@Alan_K, if you are confident that password reset is fully functional, please remove the reference to under construction in this knowledge base article.

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Community-and-Self-Serve-Accounts/ta-p/251473

Re: [RESOLVED] Delay in receiving Self-Serve password reset email

mimmo — Fri, 24 Aug 2018 17:38:22 GMT

@smp99 wrote:
Nice. Good!!!

So who wants to be the tester??

Got my password reset email in under a minute.

Re: [RESOLVED] Delay in receiving Self-Serve password reset email

Anonymous — Fri, 24 Aug 2018 18:02:06 GMT

@mimmo wrote:
@smp99 wrote:
Nice. Good!!!

So who wants to be the tester??
Got my password reset email in under a minute.

And were you able to successfully complete the process or did you just want to see if it would respond and not bother doing your password?

Re: [RESOLVED] Delay in receiving Self-Serve password reset email

mimmo — Fri, 24 Aug 2018 18:14:48 GMT

It took me to the screen to enter the new password. I stopped there.

Re: [RESOLVED] Delay in receiving Self-Serve password reset email

Someone_here — Fri, 24 Aug 2018 18:40:51 GMT

Wow, great news! Looking forward for more fixes in the system 🙂

Re: [RESOLVED] Delay in receiving Self-Serve password reset email

NDesai — Fri, 24 Aug 2018 18:43:31 GMT

Finally!! I will test this continuously and report back if it holds up.

Re: [RESOLVED] Delay in receiving Self-Serve password reset email

mimmo — Fri, 24 Aug 2018 18:46:53 GMT

@NDesai wrote:
Finally!! I will test this continuously and report back if it holds up.

@NDesai@Hope it let's you reuse old passwords, else you might really need it if you keep texting it out.:)

Re: [RESOLVED] Delay in receiving Self-Serve password reset email

JL9 — Fri, 24 Aug 2018 19:02:31 GMT

Awesome cuts down on headaches and your resources and time as well.

Re: [RESOLVED] Delay in receiving Self-Serve password reset email

youbme — Fri, 24 Aug 2018 19:52:08 GMT

Wonderful news! Better late than never

Re: [RESOLVED] Delay in receiving Self-Serve password reset email

jp2 — Fri, 24 Aug 2018 20:17:55 GMT

I'm so glad this is fixed! Although I'm going to miss all of the bravos and solutions for a copy paste response hahaha.

Re: [RESOLVED] Delay in receiving Self-Serve password reset email

SD08 — Fri, 24 Aug 2018 20:48:21 GMT

Finally! If this is indeed fixed, it will be one less thing unnecessarily tying up moderator time, not to mention the customers' time too.

I know this has been a long time coming, but nevertheless, thank you to PM for putting in the effort to fix this persistent thorn.

Re: [RESOLVED] Delay in receiving Self-Serve password reset email

PJC — Fri, 24 Aug 2018 20:54:09 GMT

Can't believe I lived to see this day, just WOW!

Good job!!!

Re: [RESOLVED] Delay in receiving Self-Serve password reset email

Natester7788 — Fri, 24 Aug 2018 21:17:23 GMT

How about a delay in my refund you crooks! 7 1/2 weeks I have waited, unprofessionalism to the max! These moderators don't even reply to me,.this company is a **bleep**ing joke!

Re: [RESOLVED] Delay in receiving Self-Serve password reset email

jp2 — Fri, 24 Aug 2018 21:47:43 GMT

@Natester7788 wrote:
How about a delay in my refund you crooks! 7 1/2 weeks I have waited, unprofessionalism to the max! These moderators don't even reply to me,.this company is a **bleep**ing joke!

Were you overcharged? PM doesn't usually give refunds as it is a prepaid service.

Moderator response times have been slow but should be within 48 hours now.

Re: [RESOLVED] Delay in receiving Self-Serve password reset email

zhadj030 — Sat, 25 Aug 2018 10:45:02 GMT

Good to see that some everlasting bugs are being fixed