topic Re: Reset password in Get Support

Reset password

simonhor1 — Mon, 29 Aug 2022 18:49:46 GMT

Hello,

I cannot call or receive calls, and I cannot access my account, although nothing has changed. I tried to reset my password, but I am unable to. It tells me "There was an error resetting your password. Please try again later."

Please help

Re: Reset password

MrSpock — Mon, 29 Aug 2022 18:52:37 GMT

@simonhor1 hi if you tried the reset/forgot password to no avail ,contact a cs agent you will need to open a ticket, to speak to a customer service agent Click here or if you are having issues with Simon you can send private message to a CS Agent here: https://bit.ly/2GGCJzH

Re: Reset password

will13am — Mon, 29 Aug 2022 18:53:30 GMT

@simonhor1 , before seeking CSA support, try using incognito mode on your browser.

Re: Reset password

softech — Mon, 29 Aug 2022 18:54:36 GMT

@simonhor1 you cannot receive calls, but you can make outgoing calls? is your phone showing connected to PM network?

Try to reseat your sim card. Power off, take the sim card out for a minute before you put it back and power up

If you are unable to make outgoing calls and the phone showing not connected to PM, try to call 1-855-4PUBLIC and enter your phone number and see if it can locate your number

To get back to My Account, if reset password didn't work, try to open ticket with PM Support and they can assist:

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: Reset password

Timer — Mon, 29 Aug 2022 19:21:36 GMT

@simonhor1

use browser from computer,and clear cache and cookies and use one page inPrivate mode,

or safari on private mode, then Reset Password

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

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,,

or contact PM support team by CS_Agent to reset.

Re: Reset password

esjliv — Tue, 30 Aug 2022 01:29:00 GMT

Are you a current customer @simonhor1 ? Meaning is your services currently working, or have been active within 90 days?

If you have been in nonpay/suspended status for over 90 days, then you lost your Public Mobile account, phone number, and access to self serve.

If your account is in Active status, try:

manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) for dropping or unable to make incoming/outgoing calls
perform a Reset of the device's Network Settings
move your sim card to another phone to see if services work

Re: Reset password

simonhor1 — Wed, 31 Aug 2022 00:54:13 GMT

I cannot receive or make calls.

Re: Reset password

esjliv — Wed, 31 Aug 2022 01:08:28 GMT

@simonhor1 wrote:
I cannot receive or make calls.

@simonhor1 - what about texts and data, do those work?

Did you try the other suggestions provided?

What is happens (what message do you hear) when you call 611 from your device, or # 1-855-478-2542 from another landline to check the status of your account?

Note - If you have been in nonpay/suspended status for over 90 days, then you lost your Public Mobile account, phone number, and access to self serve.

...ummm, did you submit a ticket with a CSA (customer support agent) provided by methods provided? If so, what are they saying?

Re: Reset password

simonhor1 — Wed, 31 Aug 2022 12:41:30 GMT

I contacted CSA agent. He told me that my account has been suspended because they couldn't take money from my credit card. He told me I had to get vouchers to pay back what I owe for July and August. I have gotten vouchers, but how do I refund what I owe?

Re: Reset password

computergeek541 — Wed, 31 Aug 2022 13:56:58 GMT

@simonhor1 wrote:
I contacted CSA agent. He told me that my account has been suspended because they couldn't take money from my credit card. He told me I had to get vouchers to pay back what I owe for July and August. I have gotten vouchers, but how do I refund what I owe?

Unless service was provided for those JUly and Agugust renewals and a chargeback on your credit card was inititiated, the CSA is inocrrect. You don't need to pay Public Mobile for past missed renewals. When an account is reactivated from suspension, a brand new billing cycle is started.