topic Re: Change password then have to change again in Get Support

Change password then have to change again

Louist1965 — Tue, 25 Mar 2025 21:56:14 GMT

I want to pay my wife’s balance on her account. Tried logging into. Prompted to change password. I change password and try to login. I get the password doesn’t match. So my wife’s phone cannot be used. I cannot pay the balance owing on her account.
Help someone ! Thanks rob

Re: Change password then have to change again

Chalupa_Batman — Tue, 25 Mar 2025 21:59:59 GMT

@Louist1965 wrote:
I want to pay my wife’s balance on her account. Tried logging into. Prompted to change password. I change password and try to login. I get the password doesn’t match. So my wife’s phone cannot be used. I cannot pay the balance owing on her account.
Help someone ! Thanks rob

Hey @Louist1965

The website is known to have cache issues. So when you changed it last, use THAT password. However, go into your browser settings, clear the cache "lifetime" and then restart your browser. Then go into incognito mode and try to log in again. It should work this time.

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Re: Change password then have to change again

funpig1 — Tue, 25 Mar 2025 22:03:14 GMT

@Louist1965

Try calling 611 and paying by phone

Re: Change password then have to change again

slusagm — Tue, 25 Mar 2025 22:07:00 GMT

Since you are managing 2 accounts, it sounds like a problem with browser cache that causes the problem

please try login My Account using Incognito mode. if you need to reset password again to login, keep doing it on the incognito mode

Re: Change password then have to change again

BKNS27 — Tue, 25 Mar 2025 22:20:13 GMT

@Louist1965

You can pay by calling 1-855-4PUBLIC then enter her telephone number.

Re: Change password then have to change again

Louist1965 — Wed, 26 Mar 2025 11:52:23 GMT

The account is suspended. So I cannot log into at all. So I used *611. Then tried to pay with credit card. But on the phone they wanted my wife’s 4 digit PIN number. I did not know it. So what can I do now.

i need some help to unsuspend my account !

Re: Change password then have to change again

funpig1 — Wed, 26 Mar 2025 13:48:49 GMT

@Louist1965

Have your wife send a private message to a customer agent. Include her account number and the last four digits of her credit card to verify her identity.

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

Re: Change password then have to change again

Louist1965 — Thu, 27 Mar 2025 19:38:25 GMT

Thanks for your help