topic Re: Cannot login even after resetting password in Get Support

Cannot login even after resetting password

doncad1 — Tue, 13 Dec 2022 16:23:52 GMT

I was attempting to update the credit card pre-payment info and tried to login with my email and password. The system wouldn't accept my login credentials. So I tried to reset the password go through the process using both my email and my cell phone number as the login starting point. Both times it claimed that my password reset worked (and yes I got past the validation stage through either a text message or email message code). Then when I try to login using the new password, the system will not let me log on.

Re: Cannot login even after resetting password

softech — Tue, 13 Dec 2022 16:25:20 GMT

@doncad1 try to login once again using Incognito mode and see if it works

if not, then PM supports are your friend. Please use Chatbot to open ticket with them:

1. Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗"

2. if you have problem with Chatbot: Private message CS Agent at:

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 to you there

Re: Cannot login even after resetting password

walker1 — Tue, 13 Dec 2022 16:28:05 GMT

@doncad1

Try logging into your account using a browser in incognito or private mode instead.

If you're updating your credit card information, you'll have better success if you login to your account using a computer or laptop instead of your mobile phone.

Re: Cannot login even after resetting password

Meow — Tue, 13 Dec 2022 16:27:01 GMT

Public Mobile has web page cache issue so you might be looking at obsolete status. Click on little spinner refresh icons lower down. Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

After password reset, wait 20 min before trying to log in again.

Re: Cannot login even after resetting password

WolverineCaz — Tue, 13 Dec 2022 16:31:22 GMT

I had a similar issue recently. Restated my device. I used a Chrome browser to get in. Deleted all cookies and browsing history. Then Bingo, it worked.

Re: Cannot login even after resetting password

doncad1 — Tue, 13 Dec 2022 16:40:02 GMT

Was running Firefox 107.0.1 (64-bit) on Windows 10 Pro. Incognito mode would not work either. Then installed latest Chrome Version 108.0.5359.99 (Official Build) (64-bit), and just logging in normally without incognito mode worked fine. So the password reset was working in Firefox, just that it was impossible to login.

Re: Cannot login even after resetting password

CGO — Tue, 13 Dec 2022 16:44:04 GMT

it might be system errors, do not change password. I had same issue, just waited couple hours then ok.