topic Re: Public Mobile old and new password. Can't remember old password. What to do? in Get Support

Public Mobile old and new password. Can't remember old password. What to do?

poohbear68 — Wed, 05 Jan 2022 22:23:52 GMT

I can't remember my old password in order to save a new one and I have been locked out of Public Mobile for 24 hours and wonder how to get back in. They said that I tried too many times.

Re: Public Mobile old and new password. Can't remember old password. What to do?

TheGx — Wed, 24 Feb 2021 00:46:19 GMT

@poohbear68 :Push the forgot password button.

Re: Public Mobile old and new password. Can't remember old password. What to do?

computergeek541 — Wed, 24 Feb 2021 00:48:01 GMT

@poohbear68 wrote:
I can't remember my old password in order to save a new one and I have been locked out of Public Mobile for 24 hours and wonder how to get back in. They said that I tried too many times.

To my knowledge, the lockout should only be one hour, but if you're not in a hurry, I would wait the 24 hours and then try the reset password option again at https://selfserve.publicmobile.ca/forgot-password/.

If that doesn't work or if you need to get into your account sooner, please go to https://widget.telus.tiia.ai/publicmobile/publicmobile.html and type in "forgot security question answer".

Re: Public Mobile old and new password. Can't remember old password. What to do?

TheGx — Wed, 24 Feb 2021 00:47:47 GMT

@poohbear68 :If that don't work, wait an hour or more try again, if that don't work click the white button at bottom right or click the envelope button at top right to contact the Moderator Team.

Re: Public Mobile old and new password. Can't remember old password. What to do?

RossN — Wed, 24 Feb 2021 00:48:11 GMT

if you tried your password reset or forgot your security question and it does not work you may need to contact a moderator to help you can do so by clicking the chat bubble at the lower right corner,to avoid going around in circles with Simon say that you want a human to speak to, a ticket will then be generated briefly mention your issue password reset

you should get a response between 2 to 48 hours a reply should show up in your little envelope in the top right corner, you can also send a private message to the Moderators by clicking here

Re: Public Mobile old and new password. Can't remember old password. What to do?

poohbear68 — Thu, 25 Feb 2021 19:42:58 GMT

I am still locked out of Public Mobile for over 2 days so how can I do my password when it won't be accepted? And I don't know how to find out my old and new passwords.

Re: Public Mobile old and new password. Can't remember old password. What to do?

poohbear68 — Fri, 26 Feb 2021 05:46:55 GMT

I had an email with a link to click to change my password but when I just did that it said that my time had expired and try again. How do I try again. I might be locked out again if I try too many times.

Re: Public Mobile old and new password. Can't remember old password. What to do?

cellphoneuser1 — Fri, 26 Feb 2021 05:48:36 GMT

@poohbear68 wrote:
I had an email with a link to click to change my password but when I just did that it said that my time had expired and try again. How do I try again. I might be locked out again if I try too many times.

Did you open a ticket yet?

Re: Public Mobile old and new password. Can't remember old password. What to do?

poohbear68 — Fri, 26 Feb 2021 15:42:56 GMT

I am locked out again trying a new password. I don't know what to do. I am trying to do a new password but I am locked out overnight. I had to go to bed and could not stay awake for the response. So now I can't remember the old password to reset a new one. Could you please help me.

Re: Public Mobile old and new password. Can't remember old password. What to do?

poohbear68 — Fri, 26 Feb 2021 15:47:05 GMT

You said did you open a ticket yet but I don't know how to do that.

Re: Public Mobile old and new password. Can't remember old password. What to do?

HALIMACS — Fri, 26 Feb 2021 15:47:10 GMT

Public Mobile should not be sending time-limited password reset links during the night (but I've heard this from others before)

Recommend contacting moderators to seek assistance, explaining that your password reset is being sent and expiring when you're asleep.

They've gotta work with you in getting this right.

To contact a moderator, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type moderator assistance, then select account-related issue, then select you need a human now. Follow the prompts to submit a ticket, or,
Send a private message to the moderator by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Public Mobile old and new password. Can't remember old password. What to do?

poohbear68 — Fri, 26 Feb 2021 15:50:00 GMT

I just don't understand the instructions. Too complicated and I am not at all computer literate. What to do?

Re: Public Mobile old and new password. Can't remember old password. What to do?

Dunkman — Fri, 26 Feb 2021 15:51:30 GMT

@poohbear68

Try the following:

Send a private message to moderator through the following link :

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Public Mobile old and new password. Can't remember old password. What to do?

poohbear68 — Fri, 26 Feb 2021 15:52:30 GMT

I have to go out at 8:30 am until 2:30 pm so I won' be home soon for instructions. Could we continue this a bit later?

Re: Public Mobile old and new password. Can't remember old password. What to do?

HALIMACS — Fri, 26 Feb 2021 15:54:20 GMT

@poohbear68

Click on option#2 in my earlier post above to submit a request to moderators.

The "To" field will auto-fill with Moderator_team.

Create a subject.

Write some text describing your concern.

Hit Send Message.

Wait for reply, which you'll see in the envelope icon in upper right of screen.

Basically same as sending e-mail.

Re: Public Mobile old and new password. Can't remember old password. What to do?

Dunkman — Fri, 26 Feb 2021 15:54:02 GMT

@poohbear68 wrote:
I have to go out at 8:30 am until 2:30 pm so I won' be home soon for instructions. Could we continue this a bit later?

@poohbear68

Sure, just let the community know when you get back and if you have further questions....

Re: Public Mobile old and new password. Can't remember old password. What to do?

poohbear68 — Fri, 26 Feb 2021 16:01:59 GMT

I have to get ready to go out now but will be home at 2:30 to continue with this. I hope that you can help me. Axxx Wxxx poohbear68

Edit by Dunkman: removed personal information

Re: Public Mobile old and new password. Can't remember old password. What to do?

poohbear68 — Fri, 26 Feb 2021 16:02:12 GMT

Re: Public Mobile old and new password. Can't remember old password. What to do?

Evilbred — Fri, 26 Feb 2021 16:08:16 GMT

I had this problem today.

The solution I found was to transfer to another provider with a functional self-serve system.

Hope this helps.

Re: Public Mobile old and new password. Can't remember old password. What to do?

darlicious — Fri, 26 Feb 2021 16:17:49 GMT

@poohbear68

Go out do what you need to do and come back and check in again. We will be here to help you.