topic Re: Can not log in in Get Support

Can not log in

Dave1950 — Thu, 20 Apr 2023 17:45:12 GMT

I am in the forum but when I go to my log in for my account and enter my email address and password it says email or password incorrect. I have asked to have password changed but nothing happens and nothing is sent to my email address.

What do I do. Do you need my phone number ?

Re: Can not log in

softech — Thu, 20 Apr 2023 17:47:48 GMT

@Dave1950 first My Account and Community are two different systems and different logins

For My Account login, maybe you can try to reset your password first and "guess" the email login. At 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 you are unable to self reset the password, PM support will be able to help

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: Can not log in

Yummy — Thu, 20 Apr 2023 17:50:37 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 20-30 min before trying to log in again.

Re: Can not log in

maximum_gato — Thu, 20 Apr 2023 17:54:33 GMT

@Dave1950

You need to use a laptop or desktop computer to login or you will get tbe error message and no link to your email will arrive. This is caused by not logging into your self serve account in the past 90 days.

Re: Can not log in

hcmurray — Thu, 20 Apr 2023 18:37:23 GMT

I too have been unable to access my account. The chatbot directed me to the community account. I had to create a new account just to access this site. No idea what to do to resolve the problem.

Re: Can not log in

maximum_gato — Thu, 20 Apr 2023 21:46:25 GMT

@hcmurray

Did you need to create a new community account? Or is this the first time? When is the last time e you signed into your self serve account? If it's more than 90 days you need to log in using a laptop or desktop computer. Or is it another issue?