topic Re: Reset password in Get Support

Reset password

Michel242 — Thu, 07 Apr 2022 14:47:33 GMT

hi, i have a problem with my account when i click on password, it tells me to put my emzil with which i created my account, i put it after i click on continue. after clicking on continue there is a small red message at the top that appears telling me to try again later every time for a long time. I don't know how to solve this problem because there is no one to do it, it's out of here.

Re: Reset password

BeachNBeer — Thu, 07 Apr 2022 14:53:18 GMT

@Michel242 Has you're account worked and received a payment within last 89 days? If I had not been active for awhile at the 90 day mark it is closed and number gone.

If its recently been activethr. Contact support.

Contact customer service agents.

Open a ticket via

https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time

Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗

or send a private message to

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/2243

Re: Reset password

Yummy — Thu, 07 Apr 2022 14:56:45 GMT

When was the last time you accessed your self-serving account?

The account might be only temporarily locked for an hour due to too many (5) attempts. You might want to wait an hour and try again.

If you are positive, you entered id/pass correctly before being locked out, try different browser.

If you still have issue logging in, try the Forgot password link to reset the password. You will need to answer security questions, though.

If you don't know the answer to the security questions, you can open a ticket with CSA to have it reset.

Re: Reset password

BKNS27 — Thu, 07 Apr 2022 16:41:26 GMT

@Michel242

Try clearing your cache, cookies and go incognito on your browser in an hour.

Too many attempts to login so you are locked out.

Re: Reset password

esjliv — Fri, 08 Apr 2022 03:07:24 GMT

@Michel242 - The password field should not ask you for your email. I wonder which area you are trying this in?

Have you created a MyAccount/Self Serve yet? If you activated in-store you may not have set one up yet.

You can register for one here, if this is your case: https://selfserve.publicmobile.ca/self-registration/

Re: Reset password

Michel242 — Fri, 08 Apr 2022 17:40:13 GMT

It’s tell me the number phone entered is invalid or your may have created your profile already. If you’re forgetting your password click on the link. And after they tell me to put my email and the same problem was here

Re: Reset password

Michel242 — Fri, 08 Apr 2022 17:43:09 GMT

the last time I put connect was when I had created my account and received my sims card 4 years ago after that I never connected

Re: Reset password

dust2dust — Fri, 08 Apr 2022 17:45:13 GMT

Can you call and text? If not, what do you get when you dial 611?

Re: Reset password

hTideGnow — Fri, 08 Apr 2022 18:00:11 GMT

hi @Michel242 is your phone working with your sim at all?

You just cannot login but with working service? or your service does not even work?

maybe open ticket with PM, Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

type: "Forgot log in information"
Then Click "Contact Us"
Finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

Once ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):

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