topic Re: Unable to log in in Get Support

Unable to log in

errors — Fri, 06 May 2022 05:35:07 GMT

--- well I'm pretty sure I entered CORRECT credentials.

Password reset gives "Your login failed. Please try again."

--- nonsense, I want to reset my password because I CANNOT log in.

Please advise how to break this infinite loop, thanks.

Re: Unable to log in

JK8 — Fri, 06 May 2022 05:40:42 GMT

@errors

Try using chrome or edge browser. Clear your browser cache/history first and then open a new window in incognito.

If you continue to have problems contact a CSA.

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

Customer Support Agents are available:

Monday to Sunday: 6 AM to 10 PM EST

Re: Unable to log in

dust2dust — Fri, 06 May 2022 05:40:12 GMT

How long ago did you last pay? Might you have had a credit card fraud suspicion recently?

Maybe try a different browser or device or use incognito.

Re: Unable to log in

errors — Fri, 06 May 2022 05:44:51 GMT

Didn't work. PMed agent.

Re: Unable to log in

errors — Fri, 06 May 2022 05:46:38 GMT

I have AutoPay enabled. The last payment was in April.22

Re: Unable to log in

JK8 — Fri, 06 May 2022 05:49:04 GMT

@errors

To confirm you have the correct email account to log in scan all your accounts for the welcome message from Public Mobile if it was saved.

Re: Unable to log in

errors — Fri, 06 May 2022 06:15:36 GMT

New situation, after contacting SIMon to recover my email address, I was asked to submit a ticket at

https://www.publicmobile.ca/en/on/get-help/form/XXXX

the web form shows "Error logging in" error message. Again an interesting dead end as I have to log in to recover my email address.

Re: Unable to log in

dust2dust — Fri, 06 May 2022 06:22:46 GMT

The first login is this community login. Then you might have to use other methods to verify who you are. Or just use option 2 mentioned earlier. Then you'll have to more manually verify who you are.

Re: Unable to log in

JL9 — Fri, 06 May 2022 06:26:05 GMT

A PM to CSA is prob better in this case, if it was an autopay issue you could manually top up your account to cover your plan just before each renewal day so you can avoid these headaches in the future. Not ideal, but a quick step that doesn't allow the autopay failure to throw a wrench in your day/week

Re: Unable to log in

JK8 — Fri, 06 May 2022 06:30:06 GMT

@errors

Private message them with this link:

Send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: Unable to log in

errors — Sat, 07 May 2022 06:21:28 GMT

Multiple CS_Agents helped me reset my email and password, and now everything looks fine. While the reason why this issue happened remains mysterious, I'm closing this thread and thank you all for your effort, this community is amazing 🙂