topic Re: can't reset account password or use " forgot password " link in Get Support

can't reset account password or use " forgot password " link

krs — Wed, 05 Jan 2022 10:31:24 GMT

I can't reset my account password. the system has me blocks. I can't use the "forgot password" link " forgot password " I get a message that says I have to contact you guys.

Re: can't reset account password or use " forgot password " link

GinYVR — Sun, 23 Jun 2019 04:28:14 GMT

@krsIs your phone still workable? ie if you dial *611 does it gives you a voice menu to allow you to recharge etc?

Re: can't reset account password or use " forgot password " link

geopublic — Sun, 23 Jun 2019 04:33:33 GMT

@krs wrote:
I can't reset my account password. the system has me blocks. I can't use the "forgot password" link " forgot password " I get a message that says I have to contact you guys.

@krs You need to contact the moderator.

To contact Public Mobile click here. The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Note: Moderator Hours: Monday-Friday 8 am(Eastern) to 12 am (Eastern) and Saturday, and Sunday from 8 am(Eastern) to 10 pm (Eastern).

* Please note that account verification may be required when contacting the Moderator Team *

Re: can't reset account password or use " forgot password " link

Anonymous — Sun, 23 Jun 2019 04:33:54 GMT

@krs wrote:
I can't reset my account password. the system has me blocks. I can't use the "forgot password" link " forgot password " I get a message that says I have to contact you guys.

You might need to wait about an hour to let the block clear.

If that still doesn't work then you'll need to contact the @Moderator_Team < Click this.

Is there something you need to do? Because it could take a day or two to hear back from them.

Re: can't reset account password or use " forgot password " link

krs — Sun, 23 Jun 2019 04:39:18 GMT

I waited 3 times and nothing. This is frustrating

Things at telus are just getting worse since I left 11 years ago.

Re: can't reset account password or use " forgot password " link

Anonymous — Sun, 23 Jun 2019 04:41:06 GMT

@krs wrote:
I waited 3 times and nothing. This is frustrating
Things at telus are just getting worse since I left 11 years ago.

Well...this is a cheap sub-brand of Telus.

But what are you trying to do that you need into your self-serve?

Re: can't reset account password or use " forgot password " link

GinYVR — Sun, 23 Jun 2019 04:43:23 GMT

@krsThis is unfortunately not Telus... it is a bare bone sub brand of Telus. Telus these days would be business class.. this is cattle class. Oh in case you are confused, we are all just general users here and not Public Mobile employees.. the employees are off the clock now.

Can you access your voice menu? If so you can still pay your bills / activate your account.. if not, it might means your account is no longer valid.

Re: can't reset account password or use " forgot password " link

krs — Sun, 23 Jun 2019 04:46:19 GMT

OK, being a former CSR, I understand your answer. OK, no more complaining. Let's try to get me a solution to gaining access to my account

When I try to use the "forgot password" link, I get a message to contact Armin

That the password reset is blocked, old password is no longer valid. Can we solve this???

Re: can't reset account password or use " forgot password " link

krs — Sun, 23 Jun 2019 04:47:33 GMT

Fantastic

Re: can't reset account password or use " forgot password " link

Anonymous — Sun, 23 Jun 2019 04:48:39 GMT

@krs wrote:
OK, being a former CSR, I understand your answer. OK, no more complaining. Let's try to get me a solution to gaining access to my account
When I try to use the "forgot password" link, I get a message to contact Armin
That the password reset is blocked, old password is no longer valid. Can we solve this???

No. Only the moderators can unblock your log in.

Again...what are you trying to do that you need into your self-serve?

What's your history here? What's your story?

Re: can't reset account password or use " forgot password " link

GinYVR — Sun, 23 Jun 2019 04:49:02 GMT

@krsMake sure your account is still valid by dialing *611 first. If it is you will need to contact the Moderators via this link. No point contacting the Moderators if your account is not valid.

Re: can't reset account password or use " forgot password " link

krs — Sun, 23 Jun 2019 04:50:33 GMT

I need access to update my new SIM number

Re: can't reset account password or use " forgot password " link

krs — Sun, 23 Jun 2019 04:51:59 GMT

The account is valid

Re: can't reset account password or use " forgot password " link

Anonymous — Sun, 23 Jun 2019 04:54:21 GMT

@krs wrote:
I need access to update my new SIM number

While the shortcut to know the status of your account is a valid one...did you lose your SIM? Phone? Both? How long ago?

If it has been more than 90 days then your account is dead.

Edit: after your recent post...unfortunately the 611 service can't help you with that. So you'll need to wait to regain access to your account.

Re: can't reset account password or use " forgot password " link

geopublic — Sun, 23 Jun 2019 04:55:34 GMT

@krs wrote:
OK, being a former CSR, I understand your answer. OK, no more complaining. Let's try to get me a solution to gaining access to my account
When I try to use the "forgot password" link, I get a message to contact Armin
That the password reset is blocked, old password is no longer valid. Can we solve this???

@krs You need to contact the PM moferator team. The sooner the better.

Re: can't reset account password or use " forgot password " link

krs — Sun, 23 Jun 2019 04:56:37 GMT

New phone and SIM to be entered:

1) phone is damaged and need to replace

2) got new phone and new phone supports nano SIM. I currently have a Micro SIM3) need access to enter new phone ESN and SIM

Re: can't reset account password or use " forgot password " link

GinYVR — Sun, 23 Jun 2019 05:01:18 GMT

@krsYou can easily trim your micro SIM into a nano SIM (detailed instructions here).. then you can skip the need of having to activate your SIM card via selfserve.. hence you can get back on your feet sooner.

Re: can't reset account password or use " forgot password " link

Anonymous — Sun, 23 Jun 2019 05:00:29 GMT

@krs wrote:
New phone and SIM to be entered:
1) phone is damaged and need to replace
2) got new phone and new phone supports nano SIM. I currently have a Micro SIM3) need access to enter new phone ESN and SIM

You weren't able to salvage the SIM out of the old phone?

You might have the 3-in-1 punch out SIM. You can click out the nano from the micro.

Re: can't reset account password or use " forgot password " link

krs — Sun, 23 Jun 2019 05:20:25 GMT

Not a 3 - 1 SIM. I will have to trim it to fit.

Re: can't reset account password or use " forgot password " link

Anonymous — Sun, 23 Jun 2019 05:27:56 GMT

@krs wrote:
Not a 3 - 1 SIM. I will have to trim it to fit.

Some say it's risky. Others say it's fine if done well.

Did you get another SIM? If the trimming doesn't work then when you regain access to your account then it's just a simple matter of running the Change SIM function in the self-serve.

Edit: what make/model phone did you get? Is it unlocked? Is it used and possibly on the blacklist?