topic Re: Urgent - Forget / Reset Password Not receiving emails in Get Support

Urgent - Forget / Reset Password Not receiving emails

nanobelle — Sun, 12 Mar 2023 12:40:32 GMT

Hello,

I am trying to retrieve my password using "reset password". I entered my email address as the method of verification, but I'm not receiving any emails. I tried this yesterday and today and checked my spam inbox as well.

Unfortunately, I'm outside of Canada and email is the only way I can verify myself. This is a bit urgent since my 90 days of inactivity is up today and I need to pay to keep my number.

(It feels that some thing is not right because I logged in a few weeks ago with one of the passwords I've tried and it didn't work this time)

Please advise. Thank you so much!

Re: Urgent - Forget / Reset Password Not receiving emails

nanobelle — Sun, 12 Mar 2023 10:44:00 GMT

I realized that my account may have been deactivated because my 90 days are up, but I tried to Register as a new customer with the same email but it says it's already in use. 😞

Re: Urgent - Forget / Reset Password Not receiving emails

HALIMACS — Sun, 12 Mar 2023 11:26:01 GMT

Indeed @nanobelle , if your reset password is not working to the registered email address, that likely is a sign you have reached the 90-day deactivation point.

If you are unable to access self-serve to view it, that also means the account is deactivated.

To receive confirmation, you could ask the customer support agents to check since you are out of the country and cannot dial 611.

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Urgent - Forget / Reset Password Not receiving emails

hairbag1 — Sun, 12 Mar 2023 12:23:16 GMT

@nanobelle

your account deactivated at day 90 in Suspension.

You'll need a new PM sim to start a whole new account. You'll also need a different email address for that new account.

Re: Urgent - Forget / Reset Password Not receiving emails

heinmbadenhorst — Sun, 12 Mar 2023 13:22:00 GMT

Unfortunately you will have to activate a new sim and sign up using a new email address. I am not sure if customer support can somehow reactivate your locked account with the new sim.