topic Re: Password reset function doesn't work in Get Support

Password reset function doesn't work

Evilbred — Wed, 05 Jan 2022 22:25:57 GMT

My password doesn't seem to work, the password reset function just spits SQL fields at me "ForgotPassword/OldPasswordNotValidContactAdmin"

I submit a ticket and no one responds for hours.

The self service system doesn't work when the self service system is 1998 website technology and the customer service is a forum setup from 2003.

I am really regretting going with Public Mobile.

Re: Password reset function doesn't work

HALIMACS — Fri, 26 Feb 2021 14:40:33 GMT

Agree, it's antiquated @Evilbred

On the plus side, a recent announcement suggests the community forum is getting an update. Perhaps the self-service site may also in tandem.

Re: Password reset function doesn't work

Dunkman — Fri, 26 Feb 2021 14:43:26 GMT

@Evilbred

Sorry to hear about your troubles. Moderators response times varies, but you should get a response in the next few hours. Check your private message inbox, envelope icon on right upper corner of website.

The website is finicky. You could try a different web browser, clear cache or incognito mode.

Some basic account functions can also be done by calling 611 on your phone.

https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352

Re: Password reset function doesn't work

JK8 — Fri, 26 Feb 2021 14:46:55 GMT

@Evilbred

Clear your browser cache. Close browser and open new window in incognito. You can also try a little later in case there is a server problem at the moment.

Re: Password reset function doesn't work

Evilbred — Fri, 26 Feb 2021 14:48:44 GMT

I don't think I will be around to see it.

Re: Password reset function doesn't work

Evilbred — Fri, 26 Feb 2021 14:51:07 GMT

Tried all that, doesn't seem to make a difference.

Tried Edge, Chrome, Safari, Chrome on iPhone.

Same thing.

Re: Password reset function doesn't work

Evilbred — Fri, 26 Feb 2021 14:53:30 GMT

A response in a few hours is frankly unacceptable.

Re: Password reset function doesn't work

Dunkman — Fri, 26 Feb 2021 14:57:48 GMT

@Evilbred wrote:
A response in a few hours is frankly unacceptable.

@Evilbred

Officially, the response time can get up to 48 hours when really busy. However, it has not been that busy recently.

Here is more info:

During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Moderators are available:

Monday to Sunday: 6 AM to 10 PM EST

Re: Password reset function doesn't work

Evilbred — Fri, 26 Feb 2021 15:01:12 GMT

That'

@Dunkman wrote:
@Evilbred wrote:
A response in a few hours is frankly unacceptable.

@Evilbred
Officially, the response time can get up to 48 hours when really busy. However, it has not been that busy recently.

Here is more info:
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Moderators are available:
Monday to Sunday: 6 AM to 10 PM EST

48 hours? That's insane. What if your account got broken into?

Re: Password reset function doesn't work

Dunkman — Fri, 26 Feb 2021 15:10:39 GMT

@Evilbred

Those wait times rarely happen. Usually response time is within a few hours.

The Public mobile low cost, no frills type of company is not suitable for everyone.

Re: Password reset function doesn't work

Dunkman — Fri, 26 Feb 2021 15:16:05 GMT

@Evilbred wrote:
Tried all that, doesn't seem to make a difference.

Tried Edge, Chrome, Safari, Chrome on iPhone.

Same thing.

@Evilbred

You may want to try a different device. Desktop or laptop computer. This website on mobile phones can be even more finicky.

Re: Password reset function doesn't work

HALIMACS — Fri, 26 Feb 2021 15:20:53 GMT

@Evilbred wrote:
That'
@Dunkman wrote:
@Evilbred wrote:
A response in a few hours is frankly unacceptable.

@Evilbred
Officially, the response time can get up to 48 hours when really busy. However, it has not been that busy recently.

Here is more info:
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Moderators are available:
Monday to Sunday: 6 AM to 10 PM EST
48 hours? That's insane. What if your account got broken into?

It's my understanding if your account got broken into, your inquiry may receive higher priority.

In such cases, using the Lost/Stolen feature also serves to avert issues, along with changing passwords among sensitive sites.

I agree, though, it is a long time to wait and leaves something to be desired.

When you try the password reset function, are you manually entering your e-mail address (in full) or allowing your browser to auto-fill/auto-complete it? I would recommend manually entering vs allowing auto-complete to ensure unintentional spacing is avoided.

Re: Password reset function doesn't work

Evilbred — Fri, 26 Feb 2021 15:22:21 GMT

@Dunkman wrote:
@Evilbred wrote:
Tried all that, doesn't seem to make a difference.

Tried Edge, Chrome, Safari, Chrome on iPhone.

Same thing.

@Evilbred
You may want to try a different device. Desktop or laptop computer. This website on mobile phones can be even more finicky.

The mobile provider website is "even more finicky" on mobile phones.

You can't run a self-service model system when your self-service system is so terrible.

I just need to get my account numbers so I can transfer my phones to another provider.

Re: Password reset function doesn't work

Evilbred — Fri, 26 Feb 2021 15:24:21 GMT

@HALIMACS wrote:
@Evilbred wrote:
That'
@Dunkman wrote:
@Evilbred wrote:
A response in a few hours is frankly unacceptable.

@Evilbred
Officially, the response time can get up to 48 hours when really busy. However, it has not been that busy recently.

Here is more info:
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Moderators are available:
Monday to Sunday: 6 AM to 10 PM EST
48 hours? That's insane. What if your account got broken into?
It's my understanding if your account got broken into, your inquiry may receive higher priority.

In such cases, using the Lost/Stolen feature also serves to avert issues, along with changing passwords among sensitive sites.

I agree, though, it is a long time to wait and leaves something to be desired.

When you try the password reset function, are you manually entering your e-mail address (in full) or allowing your browser to auto-fill/auto-complete it? I would recommend manually entering vs allowing auto-complete to ensure unintentional spacing is avoided.

When I try the password reset function I type my email address in, hit next and then the system spits "ForgotPassword/OldPasswordNotValidContactAdmin" out in red lettering

It does this because the system is broken.

I've tried from work, at home, on my phone, on my desktop.

This provider is a joke.

Re: Password reset function doesn't work

Dunkman — Fri, 26 Feb 2021 15:26:11 GMT

@Evilbred

The mobile provider website is "even more finicky" on mobile phones.

You can't run a self-service model system when your self-service system is so terrible.

I just need to get my account numbers so I can transfer my phones to another provider.

You could get your account number from the welcome email that Public mobile sent to you when you first activated your account. The account number is in the sent TO: section on the email. If you did not delete that email, you should be able to get your account number that way.

There have been promises of improvements on the website for awhile and supposedly, improvements will be coming in the next few weeks. However, since you are porting out, that does not help you now.

Re: Password reset function doesn't work

Evilbred — Fri, 26 Feb 2021 15:32:40 GMT

@Dunkman wrote:
@Evilbred
The mobile provider website is "even more finicky" on mobile phones.

You can't run a self-service model system when your self-service system is so terrible.

I just need to get my account numbers so I can transfer my phones to another provider.

You could get your account number from the welcome email that Public mobile sent to you when you first activated your account. The account number is in the sent TO: section on the email. If you did not delete that email, you should be able to get your account number that way.

There have been promises of improvements on the website for awhile and supposedly, improvements will be coming in the next few weeks. However, since you are porting out, that does not help you now.

The activation email only has my email address in the To part. I've searched for my account number.

Re: Password reset function doesn't work

HALIMACS — Fri, 26 Feb 2021 15:37:50 GMT

Hi @Evilbred

This may go without saying, but just trying to troubleshoot.

Did you recently activate? If so, did you do so online or in-store?

If you did IN-STORE, you would have to manually create a self-serve account before it can be accessed.

Do so here:

Public Mobile - Register

The more general article on Self-Serve accounts is here:

Create a Self-Serve account (publicmobile.ca)

Re: Password reset function doesn't work

Evilbred — Fri, 26 Feb 2021 15:38:46 GMT

@HALIMACS wrote:
Hi @Evilbred

This may go without saying, but just trying to troubleshoot.

Did you recently activate? If so, did you do so online or in-store?

If you did IN-STORE, you would have to manually create a self-serve account before it can be accessed.

Do so here:
Public Mobile - Register

The more general article on Self-Serve accounts is here:
Create a Self-Serve account (publicmobile.ca)

No, I've been with Public for about 8 months. I had it setup, can't remember the password and the password reset function in the self serve system is broken.

Re: Password reset function doesn't work

HALIMACS — Fri, 26 Feb 2021 15:40:39 GMT

Moderators are the only remaining option, then. Sadly, it's a waiting game after submitting ticket. Best of luck.

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: Password reset function doesn't work

Dunkman — Fri, 26 Feb 2021 15:42:04 GMT

The activation email only has my email address in the To part. I've searched for my account number.

@Evilbred

Sorry, PM might have change things. My welcome email has the account number starting with 10000..... in the email address to: header.