topic Re: I got my identity back! in Get Support

I got my identity back!

Ste88 — Sat, 10 Jun 2023 15:25:14 GMT

I lost it with the change to "Eversafe". Here are some lessons I learned:

The new identity you are asked to create is disposable, you won't get back anything associated with it.

Bravoing a post about the problems doesn't seem to work. No response after two weeks.

Open a ticket with CS.

If you find your new identity gone, don't try to reopen it. You will be back to where you started and your history is gone, you won't see any responses from CS.

I did that, and tried another ticket. This time I got instructions by text, so they were visible.

Go to a fresh, private web page. There seems to be the habitual PM problem of looking at your web browser history instead of paying attention to what you type. CS may have returned your old identity.

Re: I got my identity back!

esjliv — Sat, 10 Jun 2023 15:32:18 GMT

@Ste88 - yes, many of us lost our previous Community membernames/usernames and profiles. Customer Support agent was able to recover mine within a few hours.

One member, that i know of so far, lost their previous Community ID completely. Customer Support agent confirmed it was deleted and gone. Strange times with this new upgrade.

Glad your identity is back. 👍

Re: I got my identity back!

hairbag1 — Sat, 10 Jun 2023 15:32:48 GMT

@Ste88

good self sleuthing.

I guess it's all part of the "different experience" that's been rolled out !

Get ready to experience Public Mobile differently.

Re: I got my identity back!

will13am — Sat, 10 Jun 2023 15:55:06 GMT

@Ste88 , thanks for informing the community. Although the announcement asked affected customers to bravo the post, I sense this was more to do with gathering information to determine cause. To ensure error free community account restoration, the customer should be working closely with the CSA team once a solution has been developed.

Re: I got my identity back!

FlutteringBy — Sat, 10 Jun 2023 18:51:50 GMT

Yes, I also had to message an agent to get my nickname back when I tried to log in on a 2nd device....no problem logging in both account & community on my 1st device....

They said they would make the change & let me know when it happened....

So I waited a couple of days with no message....I just tried logging into the Community on my 2nd device & it wanted me to sign up rather than log in....I happened to click on the Profile image (which was not my usual avatar) the screen flashed a couple of times & my nickname appeared on my 2nd device & it appears I'm successfully logged in....

I just messaged the agent I was working with to let them know....

Re: I got my identity back!

softech — Sat, 10 Jun 2023 19:00:46 GMT

@FlutteringBy I think if any issues next time, just try clear cache or use Incgonito mode

Re: I got my identity back!

FlutteringBy — Sat, 10 Jun 2023 21:01:30 GMT

That was one of the 1st things I did @softech....clear the cache & incognito mode on both devices....

But for some reason the system didn't want to let my 2nd device access the Community, even though my 2nd device was able to sign into my EverSafe account.....

But it seems to be sorted out now...😊....

Re: I got my identity back!

DEBRAhar27 — Sun, 11 Jun 2023 17:26:40 GMT

Hi thank you for your help here all I wanted was my account number to swith my number over to another phone I did everything they asked no account number lol (not really). What is a ticket with the CS? Debra

Re: I got my identity back!

Ste88 — Sun, 11 Jun 2023 17:47:31 GMT

It seems to be a way of submitting a problem to a real Public Mobile person. I always have trouble finding it, but I start with

https://www.publicmobile.ca/en/on/get-help

Near the bottom under "contact us" is a link to service ticket. I follow the steps after that.

Stephen

Re: I got my identity back!

Ste88 — Sun, 18 Jun 2023 21:37:58 GMT

Public would like me to mark this as solved. It was only a comment so it can't be solved, and I can't find a place to put simple comments. Maybe it should be in the lounge? Anyway, I will leave it hanging and not feel guilty because of all the difficulty I've had navigating PM.

Re: I got my identity back!

softech — Sun, 18 Jun 2023 21:41:06 GMT

@Ste88 Chatbot open ticket is having problem now. So, best way to open ticket with Pm is to message support here:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

For the marking of the solution You don't have to if you don't want it. Just leave it there. Oracles will review the comments and they might mark the best one for you. Again, the solution marking is to make sure if anyone in the future have similar situation, they can search the Community and can follow the best advises out of all

Re: I got my identity back!

dust2dust — Sun, 18 Jun 2023 22:10:12 GMT

@Ste88- And again, you didn't ask for help. Not sure why you would need to know how to contact support. Not sure where the source of noise is around here.

Re: I got my identity back!

Anonymous — Mon, 26 Jun 2023 02:51:28 GMT

I'm in the same situation right now. I'm trying to get my old Community account back, and I've just sent a private message to "CS_Agent". I realize they're likely busy with more high priority issues, but I was wondering how long on average does it take to get this issue resolved. I'd really like my old account back.

Re: I got my identity back!

softech — Mon, 26 Jun 2023 02:52:49 GMT

@Anonymous I have seen some member's issue with this Community ID got resolved on the same day.

It's late in the evening now. Message them once again tomorrow and hope they can get that done tomorrow

Re: I got my identity back!

Anonymous — Mon, 26 Jun 2023 02:55:26 GMT

Good idea, I'll do that. There were some other technical issues I'm experiencing with the new website, but I guess I'll wait until my account gets sorted out first.