Auto Pay Stopped and Cant Access My Account or Reset Password

[riptidex]

Good Morning,

My wife's auto pay stopped for some reason and eventhough I can access the message board I am unable to both access by account (says invalid password) and I also can't reset my password to get into my account.

Can anyone please help me?

Thanks!

[popping]

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@riptidex wrote:

Thanks for the reply. When I try to reset my password attached to my account I get an error message saying I am locked out.

I would prefer to resolve the auto payment option.

Any idea how I can gain access back to this?

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While you are waiting for moderator, try the password reset link on the self-serve login page again.  I just try it.  I received the password reset email after waiting for 30 minutes. 

PM system does not handle session status well.  Restart your browser to ensure it starts with a new session.  You account may be locked after so many tries.  Wait for an hour and try it again.

Only moderator can access your account.  Send a private message to moderator for hlep.  But moderator wait time is up to 2 - 3 days.  Nothing you can do about your autopay credit card entry until you can login to your account.

[TheGx]

To contact the Moderator Team you have to write them a private message by clicking on the envelope button in the top right of your screen, and you can read more about contacting them by clicking this link:

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/The-Public-Mobile-Moderator-Team/ta-p/...

But before you contact them or while your're waiting for them to reply, to can try these troubleshooting tips to see if you can fix it yourself faster and at least get your service working again, click on the below link to read about tips to fix your problem about autopay and logins:

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/SOLUTION-My-plan-has-enough-f...

To resolve the auto pay you'll have to contact the Moderators.

[TheGx]

To contact the Moderator Team you have to write them a private message by clicking on the envelope button in the top right of your screen, and you can read more about contacting them by clicking this link:

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/The-Public-Mobile-Moderator-Team/ta-p/...

But before you contact them or while your're waiting for them to reply, to can try these troubleshooting tips to see if you can fix it yourself faster and at least get your service working again, click on the below link to read about tips to fix your problem about autopay and logins:

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/SOLUTION-My-plan-has-enough-f...

To resolve the auto pay you'll have to contact the Moderators.

[Triguy]

Contact a moderator at the link above.

[riptidex]

Thanks for the reply. When I try to reset my password attached to my account I get an error message saying I am locked out.

I would prefer to resolve the auto payment option.

Any idea how I can gain access back to this?

[Triguy · Accepted solution]

The forum and self serve are two separate accounts.  Try using a different browser and incognito mode.  Clear your cache and cookies then reboot. In the meantime, you could purchase a voucher and call 611 to make a payment.  If you still have problems then contact a moderator.

Moserator can be reached at 

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