topic Re: It's been 2 days and customer service has not gotten back to me. in Get Support

Forgot my password on my (original) account

JJdn — Mon, 08 Apr 2024 05:00:20 GMT

So I had to create a new account to ask this question here. What happened was I tried to log onto my (original) account and it looked like I forgot the password. No problem, I said ‘reset password’ and however no 6 digit code email gets received on that email, therefore I am unable to reset the password because I do not receive the email. I figured well okay no big deal, I mean I (kind of) have an idea of what the password would be. However, I am now locked out of my (original) account, and it’s been over 5 hours, every time I try to put the email and password it says my account is locked. What do I do?

Re: Forgot my password on my (original) account

computergeek541 — Mon, 08 Apr 2024 05:03:23 GMT

@JJdn wrote:
So I had to create a new account to ask this question here. What happened was I tried to log onto my (original) account and it looked like I forgot the password. No problem, I said ‘reset password’ and however no 6 digit code email gets received on that email, therefore I am unable to reset the password because I do not receive the email. I figured well okay no big deal, I mean I (kind of) have an idea of what the password would be. However, I am now locked out of my (original) account, and it’s been over 5 hours, every time I try to put the email and password it says my account is locked. What do I do?

When there's an account lockout, the locking ceases after that one hour, but if the very next time that you try and the wrong password is entered again, the system will report that you are locked out again and send another e-mail messages to inform you of that. However, the infromation about that second lockout is incorrect as the system will actually allow you to try again a few more times.

Re: Forgot my password on my (original) account

JJdn — Mon, 08 Apr 2024 05:18:07 GMT

Okay great. Well it seems I’ve completely forgotten the password to that (original) account. The issue now is that when I ‘reset password’, I am not receiving any emails with the 6 digit code, therefore I am unable to reset it properly. What should I do?

Help! I am locked out of my account and it won't send the forgot password email to me

JJdn — Mon, 08 Apr 2024 16:07:39 GMT

I therefore am unable to reset my account. And no, it's not being sent to my junk email. And I keep trying to log back on and ever since yesterday, it keeps saying it's locked out for an hour. This has been happening since yesterday. Please Help.

Re: Trying to log onto my account but I am not receiving the code on my email for the two factor

hTideGnow — Mon, 08 Apr 2024 16:23:53 GMT

hi @JJdn do you have active service?? try alogin again using the app and use Incognito/private/secret mode in your browser

if still cannot connect, open ticket with support using message

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

Re: Help! I am locked out of my account and it won't send the forgot password email to me

hTideGnow — Mon, 08 Apr 2024 16:26:06 GMT

hi @JJdn

do you have active service?? try alogin again using the app and use Incognito/private/secret mode in your browser

if still cannot connect, open ticket with support using message

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

How long does it take to get a response after sending customer service a private message?

JJdn — Mon, 08 Apr 2024 17:59:28 GMT

Just wondering how long it might take to get a response after sending customer service a private message regarding an issue. Thank you.

Re: How long does it take to get a response after sending customer service a private message?

Handy1 — Mon, 08 Apr 2024 18:02:02 GMT

@JJdn Usually with in 1-2 hours but can be as long as 1-2 days but

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: How long does it take to get a response after sending customer service a private message?

Chalupa_Batman — Mon, 08 Apr 2024 18:04:16 GMT

Are you still having issues trying to get into your account? Try this.

Can’t get the 6 digit 2FA code to your phone?

First, sign into your account at www.publicmobile.ca and use the email you signed up with and the password. If it asks you for a 6 digit code, it will say at the top left CONFIRM YOUR IDENTITY.- Enter the 6- digit code sent to *********. But it’s not working!!! As you see by the screenshot below, 1. Click the This is a trusted device. 2. Didn’t get the code? Click on that.

Then, the next window that pops up is this.

Click on Send email. Here it will send you the 6 digit code to the email you registered with. This step is very important. Do not just copy and paste. Enter each digit using your keypad.

You should now be able to get into your account.

Created by Chalupa Batman

Re: How long does it take to get a response after sending customer service a private message?

JJdn — Mon, 08 Apr 2024 18:13:02 GMT

It looks like your using an old version or something because in the login page for me, there is no option to click 'didn't get the code?'

It's been 2 days and customer service has not responded to me

JJdn — Wed, 10 Apr 2024 20:55:20 GMT

I got locked out of my original account because I am not receiving the 6 digit code through my email, which I'm therefore unable to log in. Customer service has not responded to me and I've reached out three times now. Please advise the next steps as it's important I get back into my original account, it has all of my payment information and plan information on it. Thank you.

Re: It's been 2 days and customer service has not responded to me

will13am — Wed, 10 Apr 2024 17:44:17 GMT

@JJdn , did you submit a support ticket and receive a confirmation PM in your inbox with a ticket number? Generally you should receive a response within the same day, check the envelope symbol on the upper right corner of the web page for PM notifications. Unanswered tickets close after a day.

Re: It's been 2 days and customer service has not responded to me

JJdn — Wed, 10 Apr 2024 17:45:55 GMT

Yes I was given a ticket reference number twice when I submitted a ticket two times, I also PM'd the customer service and no response whatsoever. I have checked my inbox and there are no emails.

It's been 2 days and customer service has not gotten back to me.

JJdn — Wed, 10 Apr 2024 19:58:05 GMT

Re: It's been 2 days and customer service has not gotten back to me.

hTideGnow — Wed, 10 Apr 2024 18:14:19 GMT

HI @JJdn

have you check the Community inbox for agent's reply?

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

if agent has not reply yet, message them again https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: It's been 2 days and customer service has not gotten back to me.

JJdn — Wed, 10 Apr 2024 18:33:20 GMT

Thanks, only shows all of the tickets I submitted and my messages directly to the CS agent in my sent outbox. I have received zero response in my inbox.

Re: It's been 2 days and customer service has not gotten back to me.

AK32 — Wed, 10 Apr 2024 19:57:13 GMT

This happened to me once before. After a few days, i sent a brand new message and they got back to me promptly. Im guessing sometimes it may get lost or pushed down. Id suggest trying a new message thread via this link:

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

Re: It's been 2 days and customer service has not gotten back to me.

a_kenny12345 — Wed, 10 Apr 2024 20:20:03 GMT

This has happened to me. I would try to send a brand new message..that worked for me..you could use the robot message box at the bottom right page but that usually never solves my issues. Goodluck!

It's been 4 days and I haven't heard from customer service.

JJdn — Thu, 11 Apr 2024 22:10:04 GMT

I'm PM'd the customer service agent, and I have also submitted numerous tickets by now. I have no replies in my inbox. What gives?

Re: It's been 4 days and I haven't heard from customer service.

softech — Thu, 11 Apr 2024 21:09:07 GMT

@JJdn My experience is that they usually reply and resolve issues in the same day. What you got is not good. I encourage you to message support again

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there