topic Re: Reset password in Get Support

Reset password

johnber924 — Thu, 31 Mar 2022 18:43:58 GMT

I was able to register for community account, but cannot signin to self-service.

Password reset does not work. Account is already registered.

Can someone please help me?

Re: Reset password

dabr — Thu, 31 Mar 2022 18:48:25 GMT

@johnber924 You'll need to submit a ticket to customer support and ask for a password reset. Here's a link to the chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If unable to submit a ticket via chatbot then try sending a private message to CS_Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Reset password

BKNS27 — Thu, 31 Mar 2022 19:14:20 GMT

@johnber924

Some members mix their Community and their Account password…it happens to me too.

Try login into your account in 15 minutes - 1 hour and try entering the account password. If it didn’t work on first try and if Forgot Password button still doesn’t work.

Contact a CS_Agent by private messaging or Chat button on this Community page.

Re: Reset password

johnber924 — Thu, 31 Mar 2022 19:36:51 GMT

PM sent to CS_Agent. Thanks

Re: Reset password

esjliv — Thu, 31 Mar 2022 19:59:10 GMT

@johnber924 - what is happening when you are saying the password reset does not work? Have you checked your spam/junk email folder for the reset email?

Also, if you activated in-store, it is possible you have not created a MyAccout/SelfServe yet.

If this is your situation, you can register for an account here: https://selfserve.publicmobile.ca/self-registration/

Re: Reset password

johnber924 — Thu, 31 Mar 2022 23:26:25 GMT

Email verification error.

"Says your login failed. Please try again."

Re: Reset password

johnber924 — Thu, 31 Mar 2022 23:33:17 GMT

Says email verification failed. Please try again.

Makes sense that I need an email address to reset my password.

Cannot re-register as it says I am already registered or my number is already registered. The store cannot help me, as they can only do new activations.

I have tried all suggestions.

Re: Reset password

dust2dust — Thu, 31 Mar 2022 23:43:10 GMT

Did you get any email from here when you activated? Or any other marketing emails? That would be your registered email address.

Then:

https://selfserve.publicmobile.ca/forgot-password/
Enter the registered email address - twice.
Answer the security question you set up.
Get the email that was just sent to that registered email address.
Click on the link provided.
Enter a new password - twice.

Re: Reset password

esjliv — Thu, 31 Mar 2022 23:47:10 GMT

@johnber924 wrote:
Says email verification failed. Please try again.
Makes sense that I need an email address to reset my password.
Cannot re-register as it says I am already registered or my number is already registered. The store cannot help me, as they can only do new activations.
I have tried all suggestions.

@johnber924 - do you currently have working services?

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

If this is not your case, and the forgot your password option is not working, than you will need to submit a ticket to Customer Support Agents by methods provide by @dabr

Re: Reset password

johnber924 — Fri, 01 Apr 2022 12:22:42 GMT

Services working. Payments being processed. Just cannot sign into my account.

Re: Reset password

johnber924 — Fri, 01 Apr 2022 12:25:20 GMT

I do not get a security question. I believe there is a problem with my email address in registration. I put my email address in twice then I get login failed, please try again.

Re: Reset password

softech — Fri, 01 Apr 2022 12:26:48 GMT

@johnber924 wrote:
Services working. Payments being processed. Just cannot sign into my account.

@johnber924 did you try to use Forgot Password link (https://selfserve.publicmobile.ca/forgot-password/), enter your email address and answer the security question

[update: see you later post about security question, no worry, open ticket with PM Support. Once the credentials are reset, you can login and change your Security question/answers)

If you cannot reset it still, open a ticket with PM Support and they can sort it out for you:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

***Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there