topic Re: Unable to sign into account in Get Support

Help with sign in

Deb08 — Wed, 15 Feb 2023 04:01:11 GMT

I’m unable to sign into my account. I wrote my password down to ensure it’s correct & even reset it. I got locked out of my account after trying. What now?

Re: Help with sign in

BKNS27 — Wed, 15 Feb 2023 04:02:35 GMT

@Deb08

Try clearing the cache, cookie and go incognito on your browser before login to your account.

Re: Help with sign in

softech — Wed, 15 Feb 2023 04:02:47 GMT

@Deb08 try closing your browser, then login again using Incognito mode and see if it works

if not, try to use the Reset Password link there on the login page (or direct link: https://myaccount.publicmobile.ca/en/forgot-password) enter any possible email addresses you could have used and see if it works

if not still, then PM support will be your friend then, please 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: Help with sign in

Deb08 — Wed, 15 Feb 2023 04:29:05 GMT

Thank you. Still no luck. I will try contacting the chat bot.

Re: Help with sign in

BKNS27 — Wed, 15 Feb 2023 04:33:36 GMT

@Deb08

What browser are you using?

Also, are you using your phone or laptop or desktop to login?

Re: Help with sign in

darlicious — Wed, 15 Feb 2023 04:54:22 GMT

@Deb08

Do you have a telus account for home services?

Re: Help with sign in

DennyCrane — Wed, 15 Feb 2023 08:04:23 GMT

I had this issue today too, and I know for a fact I had the right password. I ended up getting kicked out and had to wait 3 hours to reset it. I was using Duck Duck Go browser as I always do with PM because of the cache issues.

And yes I use Telus home services as well, which is annoying because the login has the same email but a different password, and my password manager can't tell the two apart.

Re: Help with sign in

Deb08 — Mon, 06 Mar 2023 18:26:16 GMT

No, I do not.

Re: Help with sign in

Deb08 — Mon, 06 Mar 2023 18:27:49 GMT

I’m using safari from my phone to try to sign in. I cleared the cache, closed the browser, reset the password, tried in private mode & still no luck signing in.

Unable to sign into account

Deb08 — Mon, 06 Mar 2023 18:35:20 GMT

Is there a phone number to get support? I’m unable to sing into my account. I’m using safari from my phone to try to sign in. I cleared the cache, closed the browser, reset the password, tried in private mode & still no luck signing in. I tried this a few weeks ago & again today without luck.

Re: Unable to sign into account

computergeek541 — Mon, 06 Mar 2023 18:37:46 GMT

@Deb08 wrote:
Is there a phone number to get support? I’m unable to sing into my account. I’m using safari from my phone to try to sign in. I cleared the cache, closed the browser, reset the password, tried in private mode & still no luck signing in. I tried this a few weeks ago & again today without luck.

Sorry, but there's no phone number. I'm going to move this to your original thread.

Re: Unable to sign into account

Deb08 — Mon, 06 Mar 2023 19:24:23 GMT

If my query has been moved to the original thread will there be a new response as the mentioned solution from 3 weeks ago did not solve the issue. I tried all the steps again today.

Re: Unable to sign into account

computergeek541 — Mon, 06 Mar 2023 19:38:04 GMT

@Deb08 wrote:
If my query has been moved to the original thread will there be a new response as the mentioned solution from 3 weeks ago did not solve the issue. I tried all the steps again today.

The selected solution containts important information as the the Public Mobile customer support agents are the only ones who help you regain access to your account if the password isn't working.

Re: Unable to sign into account

softech — Mon, 06 Mar 2023 19:48:07 GMT

@Deb08

Do you have a Telus account as well?

and did you open a ticket with PM support and reset a new password?

Important part is DO NOT use saved password from the browser. Try to use Incognito mode and type in your username password instead of picking it from saved password list provided by your browser

So, try to open ticket with PM support and have the password reset once. Then use incognito mode and login by typing out both username and password

Re: Unable to sign into account

Deb08 — Mon, 06 Mar 2023 19:55:50 GMT

No, I do not have a Telus account. Yes, I created a ticket & reset the password. I do not have my password saved in the browser. I’m not sure what this means ‘try to open ticket with PM support and have the password reset once.’

Re: Unable to sign into account

softech — Mon, 06 Mar 2023 20:00:55 GMT

@Deb08 so, you still have the login problem?

did you try to login using Incognito mode (or Private mode on Safari)

if you still cannot login to My Account, open another ticket with PM support for help. Make sure they understand you are not just asking for resetting password but make sure they know what you issue is

Re: Unable to sign into account

Deb08 — Mon, 06 Mar 2023 20:05:07 GMT

I’m unable to log in. I tried with private mode & followed the steps as mentioned. Could you remind me how to open a ticket? Is there anything keywords I should use? I don’t know what the issue is either.

Re: Unable to sign into account

softech — Mon, 06 Mar 2023 20:06:23 GMT

@Deb08 this is how you can engage PM support for password reset and login issue:

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