topic Re: Cannot reset my password in Get Support

Cannot reset my password

matheusota — Thu, 05 Jan 2023 23:46:20 GMT

Hi,

I'm trying to login into my Public Mobile account but it says that my password is incorrect. So I tried to reset it, but the email with the code is never sent to me. Can someone help me here?

Thanks,

Matheus

Re: Cannot reset my password

softech — Thu, 05 Jan 2023 23:47:11 GMT

@matheusota check your spam folder

If that still does not work, then open ticket with PM support using Charbot and they will sort it out for you

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 reset my password

Meow — Thu, 05 Jan 2023 23:48:26 GMT

Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

If you reset your password, wait at least 20 min to try to log in again.

If everything fails, contact agent for assistance:

To Contact CSA-agent; there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If ticketing does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+)Here

Re: Cannot reset my password

Quigley — Thu, 05 Jan 2023 23:49:58 GMT

@matheusota

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

Try looking for the link in your junk or spam folder.

Re: Cannot reset my password

Handy1 — Thu, 05 Jan 2023 23:50:01 GMT

@matheusota @sounds like you need a agent

Getting help from agent , through automation

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.

Or get direct help from a agent right here in the community ( my preferred choice )

Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work

Re: Cannot reset my password

esjliv — Fri, 06 Jan 2023 01:30:24 GMT

@matheusota wrote:
Hi,

I'm trying to login into my Public Mobile account but it says that my password is incorrect. So I tried to reset it, but the email with the code is never sent to me. Can someone help me here?

Thanks,
Matheus

@matheusota - Note, if you have been in nonpay/suspended status for over 90 days, or ported your Public Mobile number to another provider, then you lost your Public Mobile account, phone number, and access to self serve/My Account.

Otherwise, see other's posts.