topic Re: Unable to reset password in Get Support

Unable to reset password

FLAMINGOGUY — Wed, 05 Jan 2022 13:25:06 GMT

Not recognizing my wife's email address.

Re: Unable to reset password

hairbag1 — Sun, 08 Dec 2019 01:06:07 GMT

Does she have an active account ? Was she able to log into My Account in the past ?

She might have to click the ? in lower right side of the page to start process or moderator assistance. Type "contact moderator", then follow instruction. Allow up to 48 hours for them to respond...usually much less.

Re: Unable to reset password

geopublic — Sun, 08 Dec 2019 01:10:53 GMT

@FLAMINGOGUY Maybe there was a typo when activating. Did your wife receive a welcome to PM email when activating? If not, then more than likely that's what happened.

Submit a ticket to PM for help as follows:

Re: Unable to reset password

ChuckYeah — Sun, 08 Dec 2019 02:18:53 GMT

Did your wife activate online or in store? If she activated instore, her self serve account may never have been set up. If you suspect this is possible, go here:

https://selfserve.publicmobile.ca/self-registration/

Enter her phone number and if it says: "The phone number entered is invalid or you may have created your profile already. If you've forgotten your password, please click here."

The here refers to the forgot password link. https://selfserve.publicmobile.ca/forgot-password/

Otherwise, you'll have to wait for @CS_Agent help.

Creating a support ticket:
Explain your issue to SIMON, seen below:

Use as few words as possible to allow the BOT to understand. Answer his questions until you get here:

Click on "Submit a ticket" and the Moderator team will respond to your concern, usually within 48 hours.

Alternatively, you may send a private message to moderator through the following link :
Contact @Moderator_Team

About @Moderator_Team
Moderator Hours
Monday-Friday: 8AM- 12AM EST
Saturday & Sunday: 8AM-10PM EST

Re: Unable to reset password

JenL — Mon, 09 Dec 2019 01:02:49 GMT

Try entering your user name. If the user name is the email, you can go to your account and change the user name. It will not affect the email address connected to your account.