topic Re: Can't login to account or reset password as it says my email address is invalid in Get Support

Can't login to account or reset password as it says my email address is invalid

ellypub — Mon, 31 Mar 2025 16:30:18 GMT

Can't login to account or reset password as it says my email address is invalid.

This account was fine until I got locked out of another account.

Re: Can't login to account or reset password as it says my email address is invalid

funpig1 — Mon, 31 Mar 2025 16:33:47 GMT

@ellypub

Try to message a customer agent. If the chatbot does not work, use the following link:

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

Re: Can't login to account or reset password as it says my email address is invalid

Phil_Adelphus — Mon, 31 Mar 2025 16:33:56 GMT

@ellypub Are you trying to use the same email for both accounts? Each account needs a different email address.

Re: Can't login to account or reset password as it says my email address is invalid

ellypub — Mon, 31 Mar 2025 17:12:29 GMT

They have different email addresses. I was having an issue with the other account and submitted tickets and then both accounts ended up being locked out. That original one with the problem allowed me to reset the password and I have regained access to the account.

It is the account that I wasn't having issues with that got locked that I can't get into. It won't let reste the password. email is invalid apparently.

Re: Can't login to account or reset password as it says my email address is invalid

Phil_Adelphus — Mon, 31 Mar 2025 17:23:41 GMT

@ellypub Have you tried using a different device for each account, or tried logging in private/incognito mode in a browser? I'm wondering if it's a cache problem and it's trying to use the wrong email address. Otherwise it's a case of waiting for a response from customer service.

Re: Can't login to account or reset password as it says my email address is invalid

funpig1 — Mon, 31 Mar 2025 17:50:38 GMT

@ellypub

Go to you computer and click "login". When it asks you for your email and password, click that you forgot your email. You'll then be taken to a page where you can enter your phone number and see what happens. Good luck.

Re: Can't login to account or reset password as it says my email address is invalid

hTideGnow — Mon, 31 Mar 2025 17:53:24 GMT

hi @ellypub

Since you are managing multiple accounts, it could be just a browser cache problem. Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if same, then submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Can't login to account or reset password as it says my email address is invalid

ellypub — Mon, 31 Mar 2025 18:09:32 GMT

Not a cache issue. I've tried from multiple browsers, in incognito mode. Tried on the App. All the same result. CS has stepped in so hopefully someone will fix it for me.

THX

Re: Can't login to account or reset password as it says my email address is invalid

ellypub — Mon, 31 Mar 2025 18:10:37 GMT

Thanks. That page just confirm for me that the "email is invalid" according to them.