topic password reset not working in Get Support

password reset not working

jacymcmillan — Thu, 22 Dec 2022 17:04:41 GMT

I have been locked out of my account for over a week now. I am unable to get in and activate my phone plan, it keeps telling me wrong password but when I go to reset the password it is giving me an error code. I am unable to make phone calls or texts until I can get into my account. I am very frustrated and no one seems to be able to help.

Re: password reset not working

Meow — Thu, 22 Dec 2022 17:06:31 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 changing password wait 20 min to try to log in again.

If everything fails, contact agent for assistance.

Re: password reset not working

softech — Thu, 22 Dec 2022 17:06:46 GMT

@jacymcmillan can you try again the whole Reset Password and login with new password using Incognito mode?

The site has some cache management issue and Incognito mode should resolve your problem

Or try on a Desktop/Laptop computer instead

Re: password reset not working

dust2dust — Thu, 22 Dec 2022 17:07:07 GMT

Go to recharge.com and buy a voucher and then dial 611 to enter it. That will reactivate the account (unless you used lost/stolen). Then you can take your time figuring out account access.

Or go to stores that sell vouchers. Or go to some stores that do real time payments.

Re: password reset not working

jacymcmillan — Thu, 22 Dec 2022 17:17:33 GMT

It is still giving me an error when I use incognito mode, I am also using a mac laptop so that does not seem to work.

Re: password reset not working

softech — Thu, 22 Dec 2022 17:21:17 GMT

@jacymcmillan in such case, I guess you have no choice but to have PM support to help to reset the password first

Please open ticket via Chatbot:

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: password reset not working

dust2dust — Thu, 22 Dec 2022 17:24:28 GMT

No, you have lots of choices.

1. if you know your 4 digit account pin and your registered credit card is valid then you can dial 611 and make the payment.

2. Buy a voucher online and dial 611 to enter it (no account pin needed)

3. buy a voucher in many stores and dial 611 to enter it

4. use the real time payment method in some stores.

5. you can even log in to the chatbot and do voucher and credit card payments in there.