topic Re: login and reset password problem in Get Support

login and reset password problem

ABNS — Sat, 27 Aug 2022 07:35:57 GMT

My account worked with selfserve.publicmobile.ca in the past, but not any more with the long address starting with telusidentity.telus.com.

I have saved logins in my computer, so the username & password are 100% correct. I tried suggestions in the forum, e.g., private mode or different browsers. Unfortunately, none of them worked. I tried reset my password, but no validate code came to my email. Please confirm whether it is caused by changes in the account system (website domain/database), and when it will come back to normal. Thanks.

@CS_Agent

Re: login and reset password problem

darlicious — Sat, 27 Aug 2022 07:51:00 GMT

@ABNS

Try logging in using secret/incognito mode on your phone instead of your computer and manually input the login and passwords and see if that works for you?

Re: login and reset password problem

Timer — Sat, 27 Aug 2022 08:13:37 GMT

@ABNS

if you have username & password are 100% correct. why you do reset password.

tried use browser from computer,and clear cache and cookies and use one page inPrivate mode,or safari on private mode, or use other device machine to open browser,

To Login Page

you will get verification code by email or SMS
and inserting the 6 digit number and not press anything
just wait a 5 second automatically be login,,

if want to Reset Password

after successful reset passowrd the close all browser, and one page inPrivate mode.

Re: login and reset password problem

softech — Sat, 27 Aug 2022 13:21:00 GMT

@ABNS wrote:
My account worked with selfserve.publicmobile.ca in the past, but not any more with the long address starting with telusidentity.telus.com.
I have saved logins in my computer, so the username & password are 100% correct. I tried suggestions in the forum, e.g., private mode or different browsers. Unfortunately, none of them worked. I tried reset my password, but no validate code came to my email. Please confirm whether it is caused by changes in the account system (website domain/database), and when it will come back to normal. Thanks.
@CS_Agent

@ABNS did you try to reset password by asking the code to send the phone number? This option will work as long as your phone is not currently suspended

https://myaccount.publicmobile.ca/en/forgot-password

And, if you are accessing the site via any bookmark, do not use that, try to just use https://selfserve.publicmobile.ca/ (yes, the system will redirect you to Telus server after)

If you have any browser extension for dark theme, like Dark Reader, please also disable it.

Re: login and reset password problem

ABNS — Sat, 27 Aug 2022 15:19:46 GMT

Thanks. I tried your suggestion, but it didn't work for me.

Even the username and password are correct, the system just does not let me in. That's why I am asking whether the system has some issue. It is very common when a system is updating.

Re: login and reset password problem

dust2dust — Sat, 27 Aug 2022 15:23:09 GMT

This has been grade school level IT system roll out. Terrible.

Have you also tried a different device?

Re: login and reset password problem

ABNS — Sat, 27 Aug 2022 15:26:56 GMT

Thanks.

Asking the code through my phone number is not really feasible for me because I am outside PM network right now.
Tried typing the website address directly, no luck unfortunately.

Re: login and reset password problem

ABNS — Sat, 27 Aug 2022 15:27:51 GMT

I tried but didn't work. Thanks anyway.

Re: login and reset password problem

softech — Sat, 27 Aug 2022 15:31:51 GMT

@ABNS

In such case, ticket to PM support is the only way to try to get it resolved. It is true that some user had the same issue for whatever reason

1. For faster response (2-48 hours), use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Private message to the CS Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: login and reset password problem

dust2dust — Sat, 27 Aug 2022 15:38:16 GMT

Did you click on the Sign In link top right and select My Account in the drop down? Did you try all this on an unaltered open browser (not all locked down with add-ons and filters and whatnot). Are you out of country? Are you using a VPN? Can you?

The site should work. Just that it's very intolerant of anything out of the norm.

Re: login and reset password problem

ABNS — Sun, 28 Aug 2022 01:03:03 GMT

Thanks again. I tried your suggestions.

I was using exact the same device & network when it works last time (with selfserve.publicmobile.ca).

So I can't find any clue from my side.