topic Re: Resetting Password in Get Support

Resetting Password

anardelli — Tue, 04 Jan 2022 20:13:06 GMT

Hello All,

We have forgotten our password ot our account it appears the password reset option does not work. We enter our e-mail address but no link is sent. We need to update payment information ASAP. Is there a reason the link is not working?

Regards,

Anthony

Re: Resetting Password

matbasm — Mon, 01 Jan 2018 19:17:40 GMT

You should contact the @CS_Agent. They'll get it straightened out.

Re: Resetting Password

ShawnC13 — Mon, 01 Jan 2018 19:31:40 GMT

@anardelli, you are correct the reset email link isn't working correctly. It will send you a link hours later after it has expired. You will need to message a moderator.

To send a private message to a moderator click this link.

In your message please include:

PM Phone Number
4 digit PIN (if you don't remember this then they will need at least 3 of the following to verify your identity)

account number
date of birth
complete address listed on account with postal code
email address on account
most commonly called numbers
alternate number listed on the account
last payment date and amount
last 4 digits of the credit card

Detailed explanation

Community Moderators are available from Mon-Thursday 9am(Eastern) to 9pm(Eastern) and Friday, Saturday, and Sunday from 9am(Eastern) to 7:30pm(Eastern)

More info on moderators

Re: Resetting Password

anardelli — Mon, 01 Jan 2018 20:46:30 GMT

Thank you for your response. As an aside, Public Mobile's password reset system is absolutely inexcusable, especially considering there are no live agents or call centre options. Even more baffling is this appears to be a known issue, which hasn't been appropriately addressed.

Re: Resetting Password

Luddite — Mon, 01 Jan 2018 20:23:13 GMT

@anardelli Even those not afflicted as you, agree it's long overdue for repair.

It's not happened to me but, as with any cell phone provider, its best to be prepared. Some reading, if you're interested, on this topic:

https://productioncommunity.publicmobile.ca/t5/Getting-Started/100-SERVICE/m-p/183753#M33693

https://productioncommunity.publicmobile.ca/t5/Getting-Started/BE-PREPARED/m-p/112014#M20827

Re: Resetting Password

will13am — Mon, 01 Jan 2018 20:24:03 GMT

There are many bugs that have knowingly been allowed to persist for a long time. Let's hope tomorrow is a better day.

Re: Resetting Password

Luddite — Mon, 01 Jan 2018 20:25:55 GMT

Perhaps Telus prefers PM to be a little "buggie"?

Re: Resetting Password

anardelli — Mon, 01 Jan 2018 20:45:43 GMT

Thanks for the support everyone. Happy New Year to you all!

Re: Resetting Password

mimmo — Tue, 02 Jan 2018 03:02:38 GMT

@anardelli wrote:
Thank you for your response. As an aside, Public Mobile's password reset system is absolutely inexcusable, especially considering there are no live agents or call centre options. Even more baffling is this appears to be a known issue, which hasn't been appropriately addressed.

I agree 100% percent, for an online only system bugs that persist is inexcusable. The only answer we ever get is we are looking into but can't give an eta. I guess PM is stuck discussing which bug is more important fix rather than actually fixing them and making the portal user friendly.

Re: Resetting Password

oldman1959 — Tue, 13 Mar 2018 15:21:31 GMT

I have contacted the Team Moderator several times and all they do is sent the link to "reset password" that doesn't work!

Recoment changing service providers

Re: Resetting Password

kkawa — Thu, 09 Aug 2018 23:58:25 GMT

It is august 9th and they are still having this problem.

Re: Resetting Password

kkawa — Fri, 10 Aug 2018 00:00:13 GMT

Sadly there are giant monopolies in Canada, and we are screwed into two choices - if you live out of a major city.