topic Selfserve Reset Password function is not working in Get Support

Selfserve Reset Password function is not working

bimbayo — Mon, 18 Apr 2022 19:15:49 GMT

I am unable to login to my account so I tried to reset the password.

I entered my email twice as required at https://selfserve.publicmobile.ca/forgot-password/, but then I get the response "Your login failed. Please try again."

Re: Selfserve Reset Password function is not working

dust2dust — Mon, 18 Apr 2022 18:11:01 GMT

Are your services working? Try incognito or different browser or different device.

Re: Selfserve Reset Password function is not working

ShawnC13 — Mon, 18 Apr 2022 18:11:09 GMT

@bimbayo you will need to create a trouble ticket and get some assistance from the CSA's. There is a link in my signature to create a trouble ticket.

Re: Selfserve Reset Password function is not working

CountyDownIeUk — Mon, 18 Apr 2022 18:11:51 GMT

Contact a CSA. There is no doubt in my mind that there is a login problem that needs to be addressed.

Re: Selfserve Reset Password function is not working

JL9 — Mon, 18 Apr 2022 18:17:11 GMT

Yes this issue seems to be happening to a bunch of customers, but timely fashion doesn't seem to be a thing when it comes to this type of stuff.

Re: Selfserve Reset Password function is not working

esjliv — Mon, 18 Apr 2022 18:28:30 GMT

@bimbayo -

That log in is for current customers only.

Are you a current Public Mobile customer with an active account/SIM card(phone number), or have been active within the last 90 days.

If you are a current customer, have you been able to log into your account previously?

Or, have you created an account yet (you may not have if you activated instore), you can register for an account here: https://selfserve.publicmobile.ca/self-registration/

Otherwise, ask Public Mobile customer support agents to help you get back into your account, methods to reach them here:

https://www.publicmobile.ca/en/ns/get-help/articles/contact-an-agent

Re: Selfserve Reset Password function is not working

esjliv — Mon, 18 Apr 2022 18:29:51 GMT

@bimbayo - also..is that your email address you have in your screenshot? If so, you may likely want to remove that or edit out the address, as this is a public forum.

Click the down arrow at the top, right of your post to edit it.

Re: Selfserve Reset Password function is not working

CountyDownIeUk — Mon, 18 Apr 2022 18:33:59 GMT

@esjliv

Or, have you created an account yet (you may not have if you activated instore), you can register for an account here: https://selfserve.publicmobile.ca/self-registration/

I believe the login above does NOT work properly either.

Re: Selfserve Reset Password function is not working

Luddite — Mon, 18 Apr 2022 20:03:11 GMT

Never mind. That link seems to work now.

Re: Selfserve Reset Password function is not working

esjliv — Mon, 18 Apr 2022 20:32:46 GMT

@CountyDownIeUk wrote:
@esjliv

Or, have you created an account yet (you may not have if you activated instore), you can register for an account here: https://selfserve.publicmobile.ca/self-registration/

I believe the login above does NOT work properly either.

@CountyDownIeUk - really - What is happening?

I guess I cannot truly test the fields if I don't have an account to register.

Re: Selfserve Reset Password function is not working

CountyDownIeUk — Mon, 18 Apr 2022 21:31:17 GMT

@esjliv

I had a new referral that I had to help over the phone. Totally botched. Activation ended in U? error. Then did a chat with Telus and had the port completed. Then to a CSA because could not log into My Account. CSA said account was not complete, then used your URL and went in circles....new customer is ticked off big time!!!

Re: Selfserve Reset Password function is not working

esjliv — Mon, 18 Apr 2022 22:02:04 GMT

@CountyDownIeUk - not great first impressions for a referred friend. 😣

That is PM's URL, not mine, I just borrowed it.

When was it circling, right after clicking on the link? Because, after i noticed your post it look like normal, like this:

Now, I cannot tell you what happens after a number is entered though...did you get to the point?

Re: Selfserve Reset Password function is not working

bimbayo — Tue, 19 Apr 2022 18:15:37 GMT

Hi...

I am current customer, been one for 2+ years.

The email address in the screenshot is a placeholder, but I tested with my real address.