topic Re: Error logging into community when sent a ticket by SIMON in Get Support

Error logging into community when sent a ticket by SIMON

cvf1 — Thu, 06 Jan 2022 08:31:46 GMT

I have been prompted for a PUK (2nd time this has happened on the same phone) and am trying to submit a ticket, but logging into the My Account verification is resulting in a "error login in" alert. I have reset my pw several times and nothing seems to allow me to submit a ticket.

Re: Error logging into community when sent a ticket by SIMON

hTideGnow — Tue, 14 Sep 2021 23:40:23 GMT

@cvf1 so, you connect logon to My Account at all?

You sure the password is correct?

If you think the password was correct, maybe it is a browser issue. Try to use another browser, or use Incognito mode or try on another machine.

If you really cannot logon, you can try to reset password using the Forgot Password link

or since you cannot open ticket with Simon, you can message PM Customer Support Agent directly with your issue or with resetting My Account credentials

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

Re: Error logging into community when sent a ticket by SIMON

Anonymous — Tue, 14 Sep 2021 23:39:32 GMT

@cvf1

Where To Find Your PUK

A Personal Unlocking Key, or PUK code, allows you to reset your SIM card’s PIN number, after you’ve entered an incorrect PIN three times. To get your PUK code, please start a conversation with our virtual assistant, SIMon, to submit a ticket to the Customer Support Agents by clicking here link..

Here’s How To Contact Customer Support Agent by CS_Agent,

you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
You’ll need to be logged in to your Community account for the link to work.

please include in your message,
your account number,
your phone number,
your account 4 digit pin,
your Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
Check your private message inbox (click on the envelope top right of your screen)

Good Luck....

Re: Error logging into community when sent a ticket by SIMON

NDesai — Tue, 14 Sep 2021 23:42:17 GMT

@cvf1 Just verified I am able to login using my community account when submitting a ticket through SIMON. Are you able to take a screenshot of the error? If yes, you can submit that to CS Agent.
To contact them, you can also reach out to them sending a private message directly to @CS_Agent

Re: Error logging into community when sent a ticket by SIMON

BKNS27 — Wed, 15 Sep 2021 00:16:46 GMT

@cvf1

You can submit on this Community by clicking on the SIMon chat bubble and type in create a ticket to reset your PUK.

You can try a different browser and go in incognito to login your Self Serve account.

Re: Error logging into community when sent a ticket by SIMON

computergeek541 — Wed, 15 Sep 2021 04:14:09 GMT

@cvf1 wrote:
I have been prompted for a PUK (2nd time this has happened on the same phone) and am trying to submit a ticket, but logging into the My Account verification is resulting in a "error login in" alert. I have reset my pw several times and nothing seems to allow me to submit a ticket.

Are you using the same SIM card as last time this happened? If so, the PUK should be the same as before if you still have the message from the CSA that contains it.

Re: Error logging into community when sent a ticket by SIMON

pkaraa — Wed, 15 Sep 2021 03:45:08 GMT

Contact Customer Support Agent or the blurb on the bottom right to start a ticket.