topic Re: Login Trouble in Get Support

Login Trouble

Bryan005 — Mon, 09 May 2022 14:32:47 GMT

I am having trouble login into my daughters account. I need to change the visa number and I can't seem to login. When I type forgot my password, it says that that my login failed, try again.

Can you offer help?

Thanks

Bryan

Re: Login Trouble

hTideGnow — Mon, 09 May 2022 14:35:32 GMT

HI @Bryan005 If using "Forgot Password" did not help, please open a ticket with CS Agent.

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

First 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

After you reset the password and able to login, you can then go to Payment Tab to update your credit card info.

Re: Login Trouble

Meow — Mon, 09 May 2022 14:37:29 GMT

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.

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

Re: Login Trouble

esjliv — Mon, 09 May 2022 14:53:53 GMT

@Bryan005 - is it possible a self serve account was not created yet? If this account was an in-store activation, this may be your case. If so, you can register for one here: https://selfserve.publicmobile.ca/self-registration/

Or, try opening a tab in incognito mode and try that forgot your password option again.

NOTE, after 90 days of nonpay/suspended status the account, phone number and access to self serve is closed and gone.

Otherwise, see other posts to get help with CSA.