topic Re: Forgot security question in Get Support

Forgot security question

Johncooper — Wed, 05 Jan 2022 17:04:29 GMT

Hey public mobile,

I am locked out and need help getting in so I can change some settings and add some more phone balance.

Re: Forgot security question

dabr — Sun, 12 Jul 2020 19:05:12 GMT

@Johncooper wrote:
Hey public mobile,

I am locked out and need help getting in so I can change some settings and add some more phone balance.

@Johncooper Have you tried the password reset? Otherwise clear your cache/cookies, use a different browser with incognito/private mode enabled. It's also a good idea to wait one hour before retrying.

Edit: here's a link to submit a ticket to moderators via SIMon: https://publicmobile.ca.ada.support/chat/

You can dial 611 to make payments with a voucher or registered CC on account.

Re: Forgot security question

Johncooper — Sun, 12 Jul 2020 19:06:42 GMT

Yeah I forgot the security questions answer I think I remember it now I’m trying on safari atm. If I can’t get in can I get an email for the phone number that is connected to both my community account and phone number to reset it?

Re: Forgot security question

gblackma — Sun, 12 Jul 2020 19:08:45 GMT

@Johncooper contact the moderators and ask them for a temporary password to your self service account. There are 2 ways to contact the Moderator Team:

Faster response- Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password. Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen. The mods answer will show up there. When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe.

Re: Forgot security question

dabr — Sun, 12 Jul 2020 19:09:38 GMT

@Johncooper wrote:
Yeah I forgot the security questions answer I think I remember it now I’m trying on safari atm. If I can’t get in can I get an email for the phone number that is connected to both my community account and phone number to reset it?

@Johncooper You'll need to contact moderators for a password reset and yes the notice will come via email and your community inbox so check often. It usually arrives within a few minutes of the request.