topic Re: I cannot login in Get Support

I cannot login

anagel1961 — Fri, 01 Mar 2024 05:58:26 GMT

I haven't logged in for a long time because we've had no issues BUT the other day I had to change my email address (both my spouse and I have the same email address) so I thought I would update it. But I can't log in. Nothing I do seems to help. I have gone through the forgot email, forgot password. I was just able to get a nickname for community but not sure how that even worked as I still have no access to my account. My husband also has an account and I worked on logging in to his account first - I had a few issues with the eversafe? was finally able to get him set up and logged in - and changed his email address as far as I know. But my account is not working. I just can't get in. Can someone please help me. I guess one question to ask is whether we can share the same email address - I mean we do have two separate accounts. So anyway I would love to get this resolved. I'm changing providers and would like this resolved so my old email address is gone.

Re: I cannot login

computergeek541 — Fri, 01 Mar 2024 06:35:46 GMT

@anagel1961 wrote:
I haven't logged in for a long time because we've had no issues BUT the other day I had to change my email address (both my spouse and I have the same email address) so I thought I would update it. But I can't log in. Nothing I do seems to help. I have gone through the forgot email, forgot password. I was just able to get a nickname for community but not sure how that even worked as I still have no access to my account. My husband also has an account and I worked on logging in to his account first - I had a few issues with the eversafe? was finally able to get him set up and logged in - and changed his email address as far as I know. But my account is not working. I just can't get in. Can someone please help me. I guess one question to ask is whether we can share the same email address - I mean we do have two separate accounts. So anyway I would love to get this resolved. I'm changing providers and would like this resolved so my old email address is gone.

A diffferent e-mail address needs to be used for each Public Mobile account.

Re: I cannot login

anagel1961 — Fri, 01 Mar 2024 06:57:06 GMT

Thanks that is good to know. But it doesn't solve my issue. I have been trying to login with my email address as it is. My husband has a different email address and I changed his to another different email. I will use a different email address as well but I can't even get logged in to see my account.

Re: I cannot login

anagel1961 — Fri, 01 Mar 2024 07:23:50 GMT

I looked back at the last email I received that is linked to my account. I used that email and clicked on the forgot password. I created a new password. and when I try to log in. I get a screen with a pop-up. "Good Morning Anita" Let's complete your activation. Then the choice to "Resume Activation" or "Go to Login Page". I tried both of those but the resume activation is assuming I am a new customer but I'm not. I have an account. I just can't get in. And login keeps taking me back to the login again where I'm sent back to the popup again. This is very frustrating.

Re: I cannot login

Phil_Adelphus — Fri, 01 Mar 2024 10:48:40 GMT

@anagel1961 If you are changing providers your account will automatically close when you port out your number, I'm assuming you haven't done this yet? Your PM account must still be active for the number to transfer. If you haven't already ported out and still need to log in and can't then submit a ticket using the chat message icon bottom right of the page. The chatbot hadn't been working but is supposedly fixed now. If it doesn't work then send a private message to customer service using this link

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

An agent will reply at the envelope icon top right or tap your avatar for Messages. To do this you need to be logged in to this community.