topic Re: Cannot get into self service account in Get Support

Cannot get into self service account

CJR2 — Wed, 05 Jan 2022 17:32:15 GMT

Cannot access the self service account with my email address...

Re: Cannot get into self service account

esjliv — Sat, 15 Aug 2020 02:42:13 GMT

@CJR2 wrote:
Cannot access the self service account with my email address...

Hello @CJR2 ,

If you are unable to get into your account using your email, you will need to contact the Moderator_Team via private message using this link.

By any chance, have you been deactivated for over 90 days...? If so, you have lost your phone number and account. In this case you will need to obtain a new SIM and reactivate your account.

If this is not the case, maybe it is just a website clitch (if you are sure you are using the correct email). The moderators should be able to get you up and running again.

Re: Cannot get into self service account

Anonymous — Sat, 15 Aug 2020 02:35:36 GMT

@CJR2 wrote:
Cannot access the self service account with my email address...

Did you try the Forgot your password? link?

Perhaps clear cache/site cookies or a different browser or use incognito/privacy mode.

What happens when you dial 611 on your phone?

What function are you trying to do to want to access your self-serve?

Re: Cannot get into self service account

CJR2 — Sat, 15 Aug 2020 03:06:14 GMT

Just trying to access the account - for my son but not able to open the account at all.

Re: Cannot get into self service account

Anonymous — Sat, 15 Aug 2020 03:09:39 GMT

@CJR2 wrote:
Just trying to access the account - for my son but not able to open the account at all.

Any other answers you can provide?

Re: Cannot get into self service account

esjliv — Sat, 15 Aug 2020 03:11:28 GMT

@CJR2 wrote:
Just trying to access the account - for my son but not able to open the account at all.

Hi @CJR2 ,

Was the self serve account accessible before...has an account been created?

Just in case, how to create a self serve account:

https://www.publicmobile.ca/en/ns/get-help/articles/instructions-to-create-a-self-serve-account

Re: Cannot get into self service account

CJR2 — Sat, 15 Aug 2020 03:13:49 GMT

Hi, I thought it was already activated. I tried to create one to confirm and when I added the number it indicated an account was already made. I also tried “Forgot password” but it did not recognize the email so not able to do that at all.

Re: Cannot get into self service account

Anonymous — Sat, 15 Aug 2020 03:16:43 GMT

@CJR2 wrote:
Hi, I thought it was already activated. I tried to create one to confirm and when I added the number it indicated an account was already made. I also tried “Forgot password” but it did not recognize the email so not able to do that at all.

You can check all your inboxes for the welcome email that was sent to the address at activation.

So what happens if you dial 611 on that phone?

Re: Cannot get into self service account

CJR2 — Sat, 15 Aug 2020 03:20:44 GMT

I want to be able to do auto pay but I would also like to be able to access the account online so he can see how much data he uses etc. I tried to do the Forgot Password but when i was asked to give email address which, apparently was not recognized or accepted. I would just like to be able to access account easily.

I have my own account, as well as my other kids and husband, not sure why this account is being difficult to access.

i sent a private message already so waiting to hear back about how to do what I want.

Re: Cannot get into self service account

CJR2 — Sat, 15 Aug 2020 03:23:37 GMT

I haven’t tried the 611. I also checked emails and no confirmation email was sent. Which is why I am confused about all of this...

Re: Cannot get into self service account

Anonymous — Sat, 15 Aug 2020 03:26:47 GMT

@CJR2 wrote:
I haven’t tried the 611. I also checked emails and no confirmation email was sent. Which is why I am confused about all of this...

Do all of your accounts have unique email addresses attached to them? Perhaps somethings conflicting with something.

Re: Cannot get into self service account

CJR2 — Sat, 15 Aug 2020 03:28:28 GMT

Yes, they all have different email addresses.

Re: Cannot get into self service account

Anonymous — Sat, 15 Aug 2020 03:33:32 GMT

@CJR2 wrote:
Yes, they all have different email addresses.

And did you try clearing cache/site cookies, a different browser, incognito/privacy mode?

Edit: @CJR2 : and please try the 611 on the phone and tell us what it says

Re: Cannot get into self service account

gpixel — Sat, 15 Aug 2020 04:20:12 GMT

@CJR2 when was the last time you were able to access the account?

I'm wondering if the 90 days account deletion applies to the self serve account, if it hasn't been accessed in that timeframe?