topic Re: cannot get into account self-service in Get Support

cannot get into account self-service

michellorrain — Thu, 22 Sep 2022 19:07:37 GMT

while registering my SIM and creating my account, the timed-out and crashed.

My SIM was activated by I was never able to confirm my account password.

I'm stuck where my account exists but cannot reset my password or get into my account self-service.

Any ideas on how to proceed?

Re: cannot get into account self-service

computergeek541 — Thu, 22 Sep 2022 19:14:58 GMT

@michellorrain wrote:
while registering my SIM and creating my account, the timed-out and crashed.

My SIM was activated by I was never able to confirm my account password.

I'm stuck where my account exists but cannot reset my password or get into my account self-service.

Any ideas on how to proceed?

Does the service work? If that's the case, open at ticket and ask a customer support agent for help. That is done through the chatbot at: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: cannot get into account self-service

RossN — Thu, 22 Sep 2022 19:21:26 GMT

@michellorrain hi are you sure your credit card was charged? if you dial *611 does it say your account is active?

Re: cannot get into account self-service

michellorrain — Thu, 22 Sep 2022 19:51:00 GMT

Credit card was charged once. When dialing *611, it says service has been temporarily deactivated because of a missed payment.

Re: cannot get into account self-service

michellorrain — Thu, 22 Sep 2022 19:57:31 GMT

Also, using the reset password options both fail.

The systems does not send the reset link to my email. When using the option to reset the password when using the option to send a code to my phone, I get the code by text but get the following error when trying to enter a new password: There was an error resetting your password. Please try again later.

Re: cannot get into account self-service

michellorrain — Thu, 22 Sep 2022 19:57:58 GMT

I cant use the chatbot to submit a support ticket without logging on.

Re: cannot get into account self-service

computergeek541 — Thu, 22 Sep 2022 20:02:16 GMT

@michellorrain wrote:
I cant use the chatbot to submit a support ticket without logging on.

Using the chatbot to open a ticket doesn't require you to log into your Self Serve account. There is an option to do that if you can't access Self Serve.

Re: cannot get into account self-service

dust2dust — Thu, 22 Sep 2022 20:15:02 GMT

I think you need to quit mucking around and wait for support. You could also click on the envelope up top next to your sailboat avatar and then in the To box type cs_agent and as you type that it will pop out any options and select that one and then type something in the subject line and then the text box and send it off.

Re: cannot get into account self-service

Alexandf — Thu, 22 Sep 2022 20:36:19 GMT

@michellorrain

send a private message to CS_Agent https://productioncommunity.publicmobile.ca/t5/notes/composepage/

and let them change email and get new password ter saving all information in one note. also make the community account the same email for every accounts.

Re: cannot get into account self-service

michellorrain — Thu, 22 Sep 2022 21:45:45 GMT

Thanks - sent a note to CS_agent. Issue was resolved within the hour.

Re: cannot get into account self-service

vlee90 — Fri, 30 Sep 2022 17:37:23 GMT

cannot log in takes me to a blank screen marked message sender and something about cookies HELP been 2 months now

Re: cannot get into account self-service

dabr — Fri, 30 Sep 2022 20:17:11 GMT

@vlee90 You haven't been able to log into your account for 2 months? Try clearing cache/cookies and use incognito/private mode or another browser before trying to log into your account.

Clearing cookies can usually (depending on the browser) be done by clicking the menu option (might be 3 dots/lines) top right of the browser and select history, then clear history and make sure cookies/cache options are selected in the menu box.