topic need help to login in Get Support

need help to login

qq2387330 — Sat, 26 Feb 2022 02:24:58 GMT

when i typed my username and password which i recalled, it says:

Sorry, your login attempt failed. Please try again.

when i try to click Forgot your password? to get my password back, it says

Your login failed. Please try again.

when i try to creat a new account, and typed with my phone number, it says:

you may have created your profile already

my email is xxxxxxxxxxxxxx, i just want get in my account please help

Re: need help to login

HALIMACS — Fri, 25 Feb 2022 20:44:36 GMT

@qq2387330

You may be locked out, and/or you entirely forgot your login credentials.

You can try clearing cache and cookies, and open incognito tab and try again - or try from a completely different device and browser.

-OR-

Contact the CSA's

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent 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: need help to login

BKNS27 — Fri, 25 Feb 2022 20:56:12 GMT

@qq2387330

If you tried too many times entering the wrong password. You will be locked out so try again in an hour.
Login with your email address then Forgot Password. Look in your email to reset your password but your will need to answer your security question.

Re: need help to login

darlicious — Fri, 25 Feb 2022 22:41:45 GMT

@qq2387330

If you tried 5 times you have to wait one hour before trying again. Check that you haven't made a typo in the email address that will return that message even if you have the correct password. You can also try logging into your rewards account. It has the same login credentials as your self serve account but gives you the ability to see the password you are typing before you enter it. If you are successful logging into to your rewards account then you know what to enter to log into your self serve account.

If all else fails then contact customer support by putting "forgot login credentials" in the subject line and leave a detailed message. They will contact you within the hour.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Re: need help to login

esjliv — Fri, 25 Feb 2022 21:16:21 GMT

@qq2387330 - are you a current Public Mobile customer with an Active SIM card?

If your account is currently in nonpay/suspended status, how long has it been like this?

After 90 days in nonpay/suspended status you lose your phone number, account and access to self serve.

Otherwise, see other posts.