topic Re: Cannot access My Account in Get Support

Cannot access My Account

TSK — Sat, 23 Jul 2022 06:21:14 GMT

I have tried to get into My Account. I have changed passwords as requested. I have done 5 authentification codes, each telling me I have been successful. But when I try to get into the account I get a page that says: Introducing My Account, Public Mobile's brand new self-serve portal! It's mobile-optimized and packed with a ton of new features. Purchase plans and add-ons in a single step, view plan usage, and so much more. Click here to know more.

When I click the page to "know more", I cannot get to My Account. Please help.

Re: Cannot access My Account

softech — Sat, 23 Jul 2022 03:03:01 GMT

@TSK Hold on for now, don't change password again

Try to use Incognito mode to login and see if it works.

Or try using a different browser (Edge/Firefox/Chrome)

and if you have been trying on phone or tablet, try it on a desktop computer or laptop

Re: Cannot access My Account

computergeek541 — Sat, 23 Jul 2022 06:17:39 GMT

repetition of information provided more than 3 hours earlier

Re: Cannot access My Account

TSK — Sat, 23 Jul 2022 23:47:17 GMT

So, I apologize for not responding to this earlier. My problem is not resolved. I keep going in circles and cannot get into my account. There are two screens that have popped up when I get past the e-mail password stage, neither of them seem to help me:

So when I click to know more and I go to My Account, I am asked to go through the "we will send you a code to your e-mail, which I have done a few times. I have cleared my cache and have used a private window. I am using my desktop, not my cellphone.

Re: Cannot access My Account

esjliv — Sun, 24 Jul 2022 15:07:35 GMT

@TSK - since some upgrades I have found some links and browsers are temperamental and finicky.

Try this link by using a tan through incognito mode:

https://telusidentity.telus.com/as/authorization.oauth2?response_type=code&client_id=cc26d3b9-3370-4d0c-a591-ae94d713186e&state=XsOztjN3TS3iKcEMVRlBOVys&response_mode=query&redirect_uri=https%3A%2F%2Fselfserve.publicmobile.ca&nonce=M6KwQaHx2v-qjRn-hngkg0S9&scope=openid%20profile%20email%201965%201966%201967%201968%201969%201970%201971%201972%201975%201977%201979%20S-1%201995

If still doesn't work, go to the top, right of the above screen (when you hit that link):

and choose "My Account". Will this allow you to the login?

If issues persist, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

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

Re: Cannot access My Account

hTideGnow — Sun, 24 Jul 2022 15:26:32 GMT

HI @TSK

Have you try to clear cache and relaunch browser?

Or you tried to use Incognito mode to access?

And you tried a different device? Better to even try on a laptop or desktop

if none of those works, open ticket with CS agent and they can assist

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