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Can not log in to my self service account

new95908
Great Neighbour / Super Voisin

Hello,

 

I am having trouble logging in to my self service account. When I try to log in I am prompted with "incorrect email or password". I have attempted to reset my password by having a security code sent to my email but the email hasn't shown up. After trying my email for an hour I managed to successfully reset my password using the security code sent to my phone number. When I tried to log in using the new password I was prompted with the first message, that I was entering an incorrect email or password.

 

I have cleared my browsers cache, deleted all cookies, etc. and reset my password and I still can't seem to get in to my self service account. What gives?

7 REPLIES 7

Waggy1
Great Neighbour / Super Voisin

The Chatbot link does not work.  So much for any type of help!  It was nice when companies offered service!

@new95908 

maybe the issue is the password manager. are you manually inputting the password or using the manager to autofill it for you?

 

these are the steps that have worked for me in the past

 

  • received email
  • changed password
  • opened PM site using incognito tab
  • manually entered new password

@new95908    If it's been happening for days then, of course, you'll need assistance from customer support but that's unusual that you've tried different times/days and are using incognito mode too.

@new95908   let us know what they find out in the end

 

new95908
Great Neighbour / Super Voisin

This has been ongoing for multiple days. I haven't been able to get in for a while. I've tried multiple browsers and multiple computers/phones etc. to no avail. It can't be a typo as I use a password manager for this type of thing.

I've messaged customer service. Hopefully they can point me in the right direction.

dabr
Mayor / Maire

@new95908    You may want to try again in about an hour if the website is having issues, or another browser perhaps?  Also double check for any typos for the email/password, just in case.

softech
Oracle
Oracle

@new95908   try again  to login My Account using Incognito mode and see if it works

or if possible, try on a desktop computer if you have been tying on the phone

 

If none of those work, then please open ticket with PM support using chatbot:

1.  Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗" 

2. if you have problem with Chatbot: Private message CS Agent at:    

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


**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

 

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