topic Re: unable to reset password in Get Support

unable to reset password

faizulhasan52 — Wed, 19 Apr 2023 02:18:15 GMT

When i try to reset password, in the end it says unable to reset password.

Re: unable to reset password

HALIMACS — Wed, 19 Apr 2023 02:21:18 GMT

@faizulhasan52

Try again after going incognito or private tab.

Also, try doing this on a laptop or desktop device, if possible.

Re: unable to reset password

cougartoon — Wed, 19 Apr 2023 16:44:28 GMT

This is happening to my wife also, I am trying to fix it and will reply here if I get any help.

Re: unable to reset password

softech — Wed, 19 Apr 2023 16:48:33 GMT

@cougartoon try to request the reset password as well as actual resetting the password using Incognito mode

and then use Incognito mode to login and see if it works

but if still does not work, open ticket with PM

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: unable to reset password

faizulhasan52 — Sun, 30 Apr 2023 16:33:29 GMT

That didnt work. I think its dependent on account to account. if your account have some issue, you will not be able to reset it yourself and an agent has to reset it.

Re: unable to reset password

softech — Sun, 30 Apr 2023 16:47:27 GMT

@faizulhasan52 you are correct?, we saw some accounts with issues and self reset does not help

Please open ticket with agent?, they usually reply with 2 hours or so

Re: unable to reset password

cougartoon — Thu, 18 May 2023 17:36:49 GMT

We have had tons of help but this issue is still NOT fixed

Re: unable to reset password

cougartoon — Thu, 18 May 2023 17:48:09 GMT

Have tried that and besides the fact that WHY do I have to do that, IT DID NOT WORK

Re: unable to reset password

softech — Thu, 18 May 2023 17:52:08 GMT

HI @cougartoon PM's site has some caching issue, and a test using Incognito mode might save the trip (and time) for a ticket to support

But if nothing works, please open ticket with support as advised on my post above

Re: unable to reset password

cougartoon — Thu, 18 May 2023 17:58:42 GMT

INCOGNITO DOES not HELP, i have requested a ticket again, this is a 6 moth issue now

Re: unable to reset password

esjliv — Thu, 18 May 2023 18:00:45 GMT

@cougartoon wrote:
INCOGNITO DOES not HELP, i have requested a ticket again, this is a 6 moth issue now

@cougartoon 6 months trying to reset your password? Submit a ticket and be persistent. I would suggest to follow up within 12-24 hours to keep the communication going until the issue is resolved.

Re: unable to reset password

softech — Thu, 18 May 2023 18:00:49 GMT

@cougartoon 6 months? does it just say invalid password? or any funny error message?

Re: unable to reset password

hTideGnow — Thu, 18 May 2023 18:03:45 GMT

@cougartoon wrote:
INCOGNITO DOES not HELP, i have requested a ticket again, this is a 6 moth issue now

HI @cougartoon when was the last time you able to login?

I am not sure if it is true, people said if you didn't login for too long (maybe 90 day+) the account will not be able to login or reset password and need agent to unlock

Re: unable to reset password

cougartoon — Thu, 18 May 2023 18:19:06 GMT

yes it likely was months since she logged on but I have chatted with several knowlegable people and several CS agaents and no one has said that

Re: unable to reset password

cougartoon — Thu, 18 May 2023 18:21:56 GMT

It says wrong password or username, then when you try and reset passord it does the validation where it sends the code but when You change the password it says that "password can not be changed, please try again later, then after 3 attempts it locks you out

Re: unable to reset password

cougartoon — Thu, 18 May 2023 18:25:59 GMT

It was nearly fixed once, we were sent a pasword and it logged in, so we were going to just leave it att that, so we said problem solved or thanks for solution or whatever it was and then got a message that we had to change the temp password, and it all started again, same error, so we went back and sent several messages (4) to CS agaent but never heard back, now we need to log in and it wont again