topic Re: Not able to login or reset password in Get Support

Not able to login or reset password

zachshaver — Sat, 16 Jul 2022 19:08:13 GMT

I'm no longer able to login or reset my password. I've have tried resetting the password through the login page, but I never receive the verification code via email or phone.

I tried to submit a ticket with the issue "Password & Username Reset", but I get an error message "There seems to be an error submitting the ticket".

Ultimately I'm trying to update my credit card details and change my plan once I get logged in.

Re: Not able to login or reset password

darlicious — Sat, 16 Jul 2022 19:15:53 GMT

@zachshaver

You can send a private message instead. Choose the second option below and read the dpoiler and/or click the private messaging link.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here

Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info

Re: Not able to login or reset password

zachshaver — Mon, 19 Sep 2022 19:20:46 GMT

I've been back and forth with CS_agent in the private chats since 07-16-2022 (22 different threads), but still haven't gotten access to my account.

Occasionally, they'll send a temporary 1-hour password but I always miss it, since I'm not at my computer checking public mobile community private messages every hour.

Public mobile should have a very small call center, that makes calls outbound to customers after CS_agent escalates issues (like mine) to them. It's super frustrating that this issue still hasn't been resolved for me yet and I don't know what else I can do. I've been locked out of my account for months now with no end in sight.

Re: Not able to login or reset password

darlicious — Mon, 19 Sep 2022 19:32:21 GMT

@zachshaver

Although they have some formula that normally pre-selects you for live chat why don't you private message customer support and request it? They will then text you and hopefully you can then resolve your issue.

Re: Not able to login or reset password

zachshaver — Tue, 20 Sep 2022 13:43:24 GMT

I've requested live chats and phone calls a few times in the private message chain but haven't gotten them. It's just perpetual asynchronous back and forth over messaging.

Re: Not able to login or reset password

darlicious — Wed, 21 Sep 2022 11:00:40 GMT

@zachshaver

While a requested phone call is unlikely (but a good reason to have an alternate phone # on your account just in case). I have in the past had a CSA pre-arrange according to our schedules an approximate time for a follow up.

Try again and explain in your message that you need an approximate time for your password reset. Unless you get a CSA on their "Friday" surely if you give them a few openings in your schedule that are convenient and a back up time to cover the bases you can get a password reset sent that won't expire before you can use it.