topic Re: Forgot ID and password in Get Support

Forgot ID and password

vasiucosmin — Mon, 13 Jun 2022 15:34:13 GMT

I pay for 2 accounts (for me and my daughter). I can not remember my daughter account ID and password so I can change her plan.

Re: Forgot ID and password

hTideGnow — Mon, 13 Jun 2022 15:36:45 GMT

HI @vasiucosmin Yes, you would have used another email for your daughter account

Open ticket with CS agent and they can sort this out for you.

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

Re: Forgot ID and password

esjliv — Mon, 13 Jun 2022 15:37:42 GMT

@vasiucosmin

Have you ever created a self serve account before, if not you can register for one here:

https://selfserve.publicmobile.ca/self-registration/

Re: Forgot ID and password

vasiucosmin — Mon, 13 Jun 2022 15:43:01 GMT

Hi, i did create one as I add my visa for monthly payments

Re: Forgot ID and password

hTideGnow — Mon, 13 Jun 2022 15:45:53 GMT

@vasiucosmin wrote:
Hi, i did create one as I add my visa for monthly payments

Hi @vasiucosmin Just open the ticket and wait for CS Agent to grant you back the access

Once you have the access , you can then go to make plan change.

Just a reminder, make sure you select the proper choice between Change plan now and Change in the next renewal date.

Re: Forgot ID and password

vasiucosmin — Mon, 13 Jun 2022 15:54:41 GMT

Thank you

Re: Forgot ID and password

esjliv — Mon, 13 Jun 2022 16:00:26 GMT

@vasiucosmin wrote:
Hi, i did create one as I add my visa for monthly payments

@vasiucosmin - if you activated in-store, it is possible the Self Serve account was not created then or afterwards since you must set this up separately when a store agent does the activation for you.

When you activate online the Self Serve account is created during the activation of the SIM card.

So, by what methods was your daughter's SIM card activated?

Re: Forgot ID and password

vasiucosmin — Tue, 14 Jun 2022 15:34:30 GMT

Hi, it was activated in store....but i remember that i create an account so I can add my credit card for payments. Or they did this in store also?

Re: Forgot ID and password

hTideGnow — Tue, 14 Jun 2022 15:36:45 GMT

HI @vasiucosmin try to click on "Create Account " in Selfserve site and see if you can create one. If you can , then an account wasn't created before.

If it said an account is there already, then open ticket with CS agent, they can reset it for you. Follow the steps from my post above

Re: Forgot ID and password

vasiucosmin — Mon, 20 Jun 2022 15:29:20 GMT

Hi, i'm still stuck. CS did not answer and I don't remember the account or the password.Thank you

Re: Forgot ID and password

hTideGnow — Mon, 20 Jun 2022 15:33:32 GMT

HI @vasiucosmin did you check the Community inbox? they do not reply via email but reply at the Community inbox

here is the link

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Also, it has been a week. You will for sure need to open ticket again. They will usually close the ticket if no one reply within 24 hours