topic Re: Password Reset in Get Support

Password Reset

BuggBBQ — Mon, 28 Mar 2022 19:55:14 GMT

Ok, it's near the end of March and this is easily the dumbest thing I've seen so far this year. If I need to reset my password by definition I don't remember the existing password... so why would a password reset screen ask for it? Beyond stupid. And while we're at it, why do I need three separate logins for my Account, Rewards and Support?

Re: Password Reset

Yummy — Mon, 28 Mar 2022 20:03:23 GMT

Did you use Forgot your password link? It should ask you to answer security question.

I am aware of 3 accounts: self-serving account - you PM account

Community account

Shopping account

What is Support account??? You can send a note to agent through Community account.

Re: Password Reset

hTideGnow — Mon, 28 Mar 2022 20:04:17 GMT

HI @BuggBBQ for the three separate logins, in fact just two in this case

My Account and My Rewards are the same. Same username and password

Community is another login

Re: Password Reset

dabr — Mon, 28 Mar 2022 20:05:14 GMT

@BuggBBQ Hmm...I don't remember seeing that screen, perhaps you're trying to change passwords then that option makes sense. If you don't remember your password, you need to ask customer support and ask for a password reset unless you remember your security questions which should allow for the reset too.

Here's the link for Forgot Your Password: https://selfserve.publicmobile.ca/forgot-password/

Otherwise submit a ticket via chatbot for a password reset here: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

We all agree that three separate logins should not be necessary and it's "beyond stupid" for sure.

Re: Password Reset

darlicious — Mon, 28 Mar 2022 20:05:54 GMT

@BuggBBQ

Oh....is that the password reset for the rewards account? First I have seen of that. Use the forgot password link for self serve.

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: Password Reset

hTideGnow — Mon, 28 Mar 2022 20:08:56 GMT

HI @BuggBBQ Maybe just a random system glitch? I tried it just now and it was working as expected. Or did you clicked on the correct link in the email?

Re: Password Reset

lucki — Mon, 28 Mar 2022 20:14:57 GMT

Yes, it needs three separate to login My Account, Rewards and Community account, this is very unfriendly to customers.

Re: Password Reset

JL9 — Mon, 28 Mar 2022 20:16:46 GMT

While a few more hoops to jump through for sure, that is why we have autofill lol

Re: Password Reset

JL9 — Mon, 28 Mar 2022 20:17:54 GMT

Yes I believe that is the screen to change your pw even though you know yours. Some people like to change it periodically for security, etc. The forget password should ask you some security questions and verify in another way so you can enter a new one

Re: Password Reset

Ali03 — Mon, 28 Mar 2022 20:21:03 GMT

You need only 2 log in credentials. One for account/rewards; the other one for Community.

Rewards is the same as self-serving

Community is separate as ANYbody and your cat can create account while account/reward is for paying customers.

Re: Password Reset

BuggBBQ — Mon, 28 Mar 2022 20:22:42 GMT

Yeah, even the link you posted just now does the same thing. It asks me for my email address and then security question (answered correctly) and then sends me an email but like you suggested the link is for changing the password not forgotten and thus it expects me to supply the original (forgotten) password. ???!!!

Re: Password Reset

BuggBBQ — Mon, 28 Mar 2022 20:29:04 GMT

Maybe I've got Monday morning blindness but for the life of me I can't find any mention of "Self Serve" anywhere on either the Community or the My Account side of things.

Re: Password Reset

BuggBBQ — Mon, 28 Mar 2022 20:30:05 GMT

There's only two links in the email. One to the password change and the other to Community.

Re: Password Reset

BuggBBQ — Mon, 28 Mar 2022 20:31:38 GMT

I get asked security question (which I answer correctly) but it allows redirects me to the change password screen (not forgotten).