topic Re: Cannot access my account in Get Support

Re: Cannot access my account

Jaelynn — Wed, 05 Jan 2022 15:40:53 GMT

Can someone please help me. I switched to Public and using the services but can't log into my account.

Re: Cannot access my account

dabr — Wed, 19 Feb 2020 21:46:45 GMT

@Jaelynn wrote:
Can someone please help me. I switched to Public and using the services but can't log into my account.

Did you forget your login password or maybe just tried too many times with the wrong login information in which case you'd need to wait one hour before retrying. Also try clearing all your cache/cookies and use a different browser with incognito mode on.

If you have forgotten the password, then you'll need moderators to help reset it for you. Click this link: https://publicmobile.ca.ada.support/chat/

Type in your issue, select contact us, then submit ticket when these options appear and follow the prompts to finish. Check the envelope icon (top right of your screen) for a reply as the reset email has a two hour expiry window. Keep an eye on the junk folder too as sometimes the emails end up there.

Re: Cannot access my account

sauker — Wed, 19 Feb 2020 21:47:30 GMT

I had the same issue - it gave me an error when I was setting it up. Try a password reset and wait for it to email you, if you've done this a few times, wait for the final email to come and use that one. Your login account page is different from the community log in page (that took me a bit to wrap my head around)

Re: Cannot access my account

Jaelynn — Wed, 19 Feb 2020 22:31:30 GMT

Thanks. It says my email doesn't exist for a password reset.

Re: Cannot access my account

dabr — Thu, 20 Feb 2020 01:27:55 GMT

@Jaelynn wrote:
Thanks. It says my email doesn't exist for a password reset.

@Jaelynn Did you submit a ticket to moderators using the link I posted earlier requesting a password reset yet? If not please do so now. If you need to make a payment urgently to keep your phone services active, then dial 611 and make a payment either with your CC (if on account), or purchase a voucher and pay using the 611 system.

Remember to keep checking your email account, including junk folder for the reset email from moderators which expire 2 hours after receiving it, in which case you would need to request another reset. Good luck!

Re: Cannot access my account

Jaelynn — Thu, 20 Feb 2020 01:57:37 GMT

I will contact moderators now. Thank you.