topic Re: Can't access account in Get Support

Can't access account

Booiegirl — Tue, 04 Jan 2022 09:45:09 GMT

My husband can't access his public mobile account because he doesn't remember his password and the email account associated no longer exists so he can't do "forget password". What does he do?

Re: Can't access account

walker1 — Wed, 29 Dec 2021 12:55:58 GMT

@Booiegirl

You'll have to send a private message to CS_Agent

Get help from a CSA and have a new email address and password set up for that account.

Have your husband write down the new email address, password, security question and answer in a secure place for future reference.

Re: Can't access account

HALIMACS — Wed, 29 Dec 2021 12:46:36 GMT

@Booiegirl

He'll have to contact the Customer Support Agents

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select contact us, then select self-serve (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Can't access account

hTideGnow — Wed, 29 Dec 2021 12:47:29 GMT

HI @Booiegirl

You can open a ticket via Chatbot to have PM to change the email address. click on the Bubble on the lower right or directly at : https://publicmobile.ca/chatbot.
Follow these these to get to ticket open page quicker:

type: Forgot log in information
Click "Contact Us"
Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

Re: Can't access account

t_p — Wed, 29 Dec 2021 15:22:22 GMT

@Booiegirl wrote:
My husband can't access his public mobile account because he doesn't remember his password and the email account associated no longer exists so he can't do "forget password". What does he do?

@Booiegirl

The fact that "the email account associated no longer exists" doesn't matter if you still remember it Edit: For login purpose only. ~~With that email as user ID, you still can use the "Forgot password" feature if you remember the answer to your security question.~~

If you want to change the email address though, you'll need to ask Customer support to do it for you, using one of these 2 methods:

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

After sending the message, watch your community inbox for their reply.

Re: Can't access account

Anonymous — Wed, 29 Dec 2021 15:04:57 GMT

@t_p : You're right that its just login credentials but Forgot your password? sends an email to that email address. If you can't get to that inbox or the address has been removed then how would you be able to reset the password?

Re: Can't access account

t_p — Wed, 29 Dec 2021 15:21:00 GMT

@Anonymous wrote:
@t_p : You're right that its just login credentials but Forgot your password? sends an email to that email address. If you can't get to that inbox or the address has been removed then how would you be able to reset the password?

@Anonymous

You're correct. Guess I got mixed up with the community password change process.

Re: Can't access account

computergeek541 — Wed, 29 Dec 2021 16:53:41 GMT