topic Re: My account in Get Support

My account

Arv62 — Fri, 08 Sep 2023 16:51:57 GMT

I am using my husband's account to post this question. I used the wrong password to access my self serve account and got locked out. I waited an hour, and once again locked out. Waited 4 hours, waited 1 day, waited 7 days, no luck. I need help to get my account unlocked, but can not sign into the community under my own account to create a ticket. Any suggestions? I've used THIS account and created a ticket, but I will not be able to see the reply as the ticked is for MY email account. How do I get out of this trap?

Re: My account

hTideGnow — Fri, 08 Sep 2023 16:53:04 GMT

HI @Arv62

this issue can be resolved if you use Incognito/Private/Secret mode on your browser to login again. Please try

if that does not help, submit a ticket with CS agent:

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

Re: My account

Chalupa_Batman — Fri, 08 Sep 2023 17:09:39 GMT

This sounds like a cache issue to me. I would suggest going into your browser settings, enter cache into the search and clear it all. Then try to log into your account again. Then if it says the password is wrong, click on forgot password. For future reference, I'd suggest logging into your account via a different browser altogether and your husband uses a different one. Just not the same browser. This website is notorious with cache issues.

Re: My account

Arv62 — Fri, 08 Sep 2023 17:18:55 GMT

Tried that, also used multiple devices, cleared cache etc.

Still locked out.

Re: My account

ARV2 — Fri, 08 Sep 2023 17:52:45 GMT

Situation resolved. Reached a customer service agent, explained Situation, provided both sets of information and was given the path to log in and change my password, account is unlocked and I was able to access the self serve portal.

Re: My account

Luddite — Tue, 19 Sep 2023 00:48:25 GMT

@Chalupa_Batman FYI: my experience suggests that many customers coming for help are unsure how to open their browser in private/incognito mode. An even higher percentage have no clue what clearing the cache means, never mind how to do so. Given all that supposition I conclude that the best option is to suggest opening their browser in private /incognito mode. 👻