Can’t access my self-serve account

[Daniela3]

Hello,

I need to access my self- serve account in order to change my credit card informations. But I forgot my password and when I try to reset it I see the following message: ForgotPassword/OldPasswordNotValidContactAdmin. My payment is due February 10th and nothing I’ve tried for the last two weeks is working!

Thank you in advance 

[Daniela3]

sure thing 😉 

[darlicious · Accepted solution]

@Daniela3 

Woohoo!

Now write down your new password and security question and answer and put it somewhere safe.

Edit: See additional information below when contacting the moderators using private messages.

[Daniela3]

Thank to you all for your answers!

I was able to fix my issue and like @darlicious said the moderators did answer quickly 🙂

[darlicious]

@Daniela3 

If you respond quickly they usually do as well. With your issue if you supply all the necessary info they will usually reply with your temporary password reset.

[Daniela3]

Let’s wait and see if they will reply to my second message  🙂 

[darlicious]

@Daniela3 

Wow that was fast....sounds like the backlog is completely cleared up.

[Daniela3]

Hi Darlicious,

Thank you for all these informations! I’m currently in contact with a moderator!

thank you again 

[darlicious]

@Daniela3 

When sending a private message make sure you leave a detailed message explaining your issue and the info to verify your account by including the following information:

1. Full name and address on account.
2. Email, phone # and pin #.

 If you cannot remember your pin # include at least three of the following:

1. Date of birth
2. Last payment, date, amount, type and last 4 digits.
3. Alternate phone number if any.
4. Security question and answer.
5. Plan amount, any add ons or promos on account.
6. Last 4 digits of sim card.
7. Any rewards in your account.
8. Autopay y/n?

However if you are not contacted in time to pay for your renewal go out and purchase a voucher at london drugs, SDM, Shell stations or 7/11 and add it via 611.The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours. Wait times seem to have improved hopefully back down to a few hours....

Keep an eye on your private message box (the envelope icon) next to your avatar at the top right corner of your screen for a little bubble to pop up indicating a message from the moderators. Responding promptly will speed up service times.

To send a private message to the moderators click below:

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

[Daniela3]

Hi Triguy,

Thank you I already with SIMon chat. I will try by sending a message directly to the Moderator.

thank you 

[Triguy]

Contact a moderator.

Here’s when and how to contact the Moderator Team:

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
• Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.