topic Re: Retrieving Community Account in Get Support

Retrieving Community Account

mcollins55 — Wed, 03 May 2023 16:27:38 GMT

I accidentally deleted my Community log in info. It will allow me to change my password but not to retrieve my username so I cannot log in.

I created a new Community account under a secondary email, but when I try to change the email back to my primary account it says 'email in use by another account'. Now my self serve account and community account are registered under different addresses.

How to resolve?

Re: Retrieving Community Account

Yummy — Wed, 03 May 2023 16:30:33 GMT

You will have to contact agent to retrieve your original user id. You cannot have 2 accounts with the same email.

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

Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly.

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

Agent’s response is usually between 15 and 120 minutes with a ticket. Private messaging might take longer.

Watch for envelope in top right corner of Community page. It will show Number of unread emails.

Re: Retrieving Community Account

hycm53 — Wed, 03 May 2023 16:30:39 GMT

@mcollins55 wrote:
I accidentally deleted my Community log in info. It will allow me to change my password but not to retrieve my username so I cannot log in.

I created a new Community account under a secondary email, but when I try to change the email back to my primary account it says 'email in use by another account'. Now my self serve account and community account are registered under different addresses.

How to resolve?

You chat with Simon for help, if Simon can’t help, he would let you submit a ticket.
https://www.publicmobile.ca/en/on/get-help

If you have problem with Simon you can send private message to CS_Agent for help:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Retrieving Community Account

dust2dust — Wed, 03 May 2023 16:32:14 GMT

There's an mcollins and an mcollins952. Are one of those yours?

Or use the search bar above and type in what you think it might be and then there will be a Users tab option and you can search for names.

Re: Retrieving Community Account

mcollins55 — Wed, 03 May 2023 16:35:14 GMT

Thanks, I will try that. I already tried mcollins but it did not accept name/email combination.

Re: Retrieving Community Account

mcollins55 — Wed, 03 May 2023 16:36:28 GMT

Thanks, had a ticket open but agent referred me back here. I will try him again.

Re: Retrieving Community Account

mcollins55 — Wed, 03 May 2023 16:38:16 GMT

Thanks. Had an open ticket but agent referred me back here. I will try to re-contact him.

Re: Retrieving Community Account

dust2dust — Wed, 03 May 2023 16:44:00 GMT

Any luck with mcollins952?

If you keep all your old emails you will have received a welcome to the community email. Or if you have the subscriptions option on then you will get emails from here from your prior usage. Or private messages maybe to support with the private message notification option on.

Re: Retrieving Community Account

mcollins55 — Wed, 03 May 2023 16:59:08 GMT

That worked, I found my original username so am all synced up. Thanks for your advice.

Re: Retrieving Community Account

mcollins55 — Wed, 03 May 2023 17:21:34 GMT

No, but I found my original username in the list as you suggested. All is well now, thanks.