[RESOLVED] Delay in receiving Self-Serve password reset email

[Alan_K]

Most Recent Update

09:00 ET - September 21, 2018

Hey Community,

We are happy to say that our technical team has successfully implemented a fix for the delay many were experiencing in receiving their Self-Serve password reset email. Going forward, all Self-Serve password reset requests should trigger a password reset email message within several minutes.

We apologize for any inconvenience caused and thank you for your patience as we worked through this investigation.

-Public Mobile Community Team

Updates

Please click the spoiler for a full history of this service issue to date.

Spoiler

13:30 ET - August 27, 2018

Hey Community,

Our technical team is currently investigating this issue and we will provide updates as we learn more. If you are currently experiencing this issue, please contact a moderator here to reset your password.

In order to message a Moderator you will need to create/ sign in to your Community Account. Don’t have one set-up yet? Just click here, select 'Sign In' at the top right corner, then select 'New User? Register here.'

12:00 ET - August 24, 2018

Hey Community,

We are happy to say that our technical team has successfully implemented a fix  for the delay many were experiencing in receiving their Self-Serve password reset email. Going forward, all Self-Serve password reset requests should trigger a password reset email message within several minutes.

We apologize for any inconvenience caused and thank you for your patience as we worked through this investigation.

-Public Mobile Community Team

[JenW]

Just tried again and didn’t get a link.

[JenW]

Agreed!   If you can’t pay your

bill then your service gets chopped!

[Ani]

I got the email notification for this post immediately

[drmartin]

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@Ani wrote:

testing it right now....

trying to pay my bill-

but haven't gotten the reset password email

*rolls eyes*

this service is not so good.

---

It can be your email server too, if you use greylisting.  Happens to me, all the time. 🙂

[Ani]

testing it right now....

trying to pay my bill-

but haven't gotten the reset password email

*rolls eyes*

this service is not so good.

[JenW]

Thank you I sent private messages.i think I am going to be giving up on this public mobile 

It is not resolved at all !

i received no no less than 5 password resets in the night!!!!! They are all expired this morning!!!

so hokey!

[NDesai]

---

@JenW wrote:

Thank you for this but the private message doesn’t seem to work either.

i guess we get what we pay for!

And this a Telus company too!

wish there was a way to phone them.

i may end up going to London Drugs where I purchased it.

---

Private messaging should be working just fine. Give it a try using another browser. 

Contacting support via private message is the only way to get help. If you go back to London Drugs, they will not help you as they do not have access to Public Mobile systems. 

[JenW]

Thank you for this but the private message doesn’t seem to work either.

i guess we get what we pay for!

And this a Telus company too!

wish there was a way to phone them.

i may end up going to London Drugs where I purchased it.

[popping]

@JenW

The password reset function is broken again.

Send a private message to Moderator for help.

Click the following link to send a private message to Community Moderators to ask for help.
Please include your PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:
- Complete mailing address,
- Email address,
- Alternate phone number,
- Date of birth,
- Last top up date & amount

Community Moderators are available from:
Monday to Friday from 9am (EDT) to 9pm (EDT)
Saturday and Sunday from 9am (EDT) to 7:30pm (EDT)

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

[JenW]

As a new user I am experiencing this.

have been locked out of my account 3 times today and haven’t even set it up yet.

tried twice to reset but nothing in the last hour..... 

[will13am]

---

@mimmo wrote:

@MoreYummy it's broken again.

---

You broke, you buy. 

[MoreYummy]

@mimmo  They should hire me to fix it. 

[trevrs]

Yep broken

awesome 

guess I won’t be updating my credit card

[popping]

---

@MoreYummy wrote:

Wow.!!

its long overdue.  Finally its here. 

It will make many happy.!  

---

It is broken again.  Read a few posts above.

[mimmo]

@MoreYummy it's broken again.

[MoreYummy]

Wow.!!

its long overdue.  Finally its here. 

It will make many happy.!  

[mimmo]

@jack1991 you need to contact the mods via private message.

How can you get help with your account, activation, or service?

• Please contact the Community Moderator Team to get gelp with you account.
• They are Public Mobile support employees who can help with your issue (More details).
• Click here to send them a private message.

In your message please include:

• PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:

• Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

• Office Hours: Mon-Fri 9am to 9pm, and Sat-Sun 9am to 7:30pm [Toronto Time].
• Messages are replied to during business hours and in the order they are received
• Typical response time is between 1-3 hours, but can be up to 48 hours.
• There is no need to send multiple messages.

Some good posts/reads:

• Search PM-GUIDE (remove "-") to find some great posts and answers to many common questions

[jack1991]

Can anyone help me reset my password? Havent gotten an email in hours

[Anonymous]

Dang.

Well...back to the easy macro insert 🙂

[NDesai]

@Alan_K As of last night, it's not working again 😞

This is just so frustrating that over and over they try to fix it, but it doesn't continue to work. I have asked to implement a completely new solution, but the team keeps trying to fix the existing implementation which works for a few days/weeks. 

[Yuri]

Doesn't work for me!

Under step 1, when I provide my email and click continue, I just get a message saying "ForgotPassword/OldPasswordNotValidContactAdmin"

[will13am]

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@jp2 wrote:

I'm so glad this is fixed! Although I'm going to miss all of the bravos and solutions for a copy paste response hahaha.  

---

A lot of resources was expended to get this done.  So you get to help pay for it by losing out on the community rewards.  

[shartomjam]

It's nice to see a fix to an issue regardless of timing.  I bet the Mods are smiling too!

[closng]

Happy to see that things are taking a turn for the better around!

[zhadj030]

Good to see that some everlasting bugs are being fixed

[jp2]

---

@Natester7788 wrote:

How about a delay in my refund you crooks! 7 1/2 weeks I have waited, unprofessionalism to the max! These moderators don't even reply to me,.this company is a **bleep**ing joke!

---

Were you overcharged? PM doesn't usually give refunds as it is a prepaid service.

Moderator response times have been slow but should be within 48 hours now. 

[Natester7788]

How about a delay in my refund you crooks! 7 1/2 weeks I have waited, unprofessionalism to the max! These moderators don't even reply to me,.this company is a **bleep**ing joke!

[PJC]

Can't believe I lived to see this day, just WOW!

Good job!!!

[SD08]

Finally!  If this is indeed fixed, it will be one less thing unnecessarily tying up moderator time, not to mention the customers' time too.

I know this has been a long time coming, but nevertheless, thank you to PM for putting in the effort to fix this persistent thorn.

[jp2]

I'm so glad this is fixed! Although I'm going to miss all of the bravos and solutions for a copy paste response hahaha.