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Can't access my account

Martinamarcozzi
Great Neighbour / Super Voisin

Can't access my account I forgot my password. Now the stupid system locked me out after only 2 attempts. I haven't log in my account for so long because every time is such a pain in the back.

1 ACCEPTED SOLUTION

Accepted Solutions

@Martinamarcozzi   At this point, just open a ticket with PM Support and have them to reset it for you:

 

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Send a private message to the CS Agent here: 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 you there

 

 

View solution in original post

10 REPLIES 10

Darryl69
Model Citizen / Citoyen Modèle

Please submit a ticket and someone will be able to help you shortly. Losing your password can be a real challenge with anything these days. 
Good luck. 

JL9
Mayor / Maire

Have you tried the forgot password link? If you know your security answer you may be able to resolve it quickly 

esjliv
Mayor / Maire

@Martinamarcozzi 

Have you ever created a self serve account before, if not you can register for one here:

https://selfserve.publicmobile.ca/self-registration/

 

If you have created a self serve account and you are having issues logging in, try clearing your browser's cache, or try a different browser or device. Opening a tab in incognito mode may help as well.

Also, too many failed attempts may temporarily lock your account access. So wait 15+ minutes before you try again.

Then try the "forgot your password" option: https://selfserve.publicmobile.ca/forgot-password/

 

If suspended for over 90 days, then you lost your account, phone number and access to self serve.

 

If still a current customer and still having issues, contact CSA for help. Methods to submit tickets to Public Mobile Customer Support Agents (CSA) found here: 
https://www.publicmobile.ca/en/ns/get-help/articles/contact-an-agent

 

 

 

Community_QA
Model Citizen / Citoyen Modèle

just wait an hour , and some said 15 mins

 

But it's good they do that. If someone can easily heck into it, SIM fraud will follow

@Community_QA 

 

The lockout wait time is exactly 15 minutes but the website says 1 hour.

Community_QA
Model Citizen / Citoyen Modèle

Good to know. @computergeek541 , thanks

BKNS27
Mayor / Maire

@Martinamarcozzi 

You must have entered the wrong password in your 2 attempts to login to your account.

The system is to prevent hackers trying to access your account so I wouldn’t blame the system. In the future, enter your password in your phone under Notes.

 

Just wait 15 - 30 minutes to login to your account and click Forgot Password and answer your security question.

Martinamarcozzi
Great Neighbour / Super Voisin

I've waited more than an hour and I'm still locked out, I tried forgot password and I can't access my security questions as after I put my email tells me I can't continue because I'm locked out...unreal

@Martinamarcozzi   At this point, just open a ticket with PM Support and have them to reset it for you:

 

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Send a private message to the CS Agent here: 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 you there