Can't log in to my account

[JFirlotte]

Hi, I am having a hard time logging in for some reason. I while back I had a different account hack so I went on a tear, changing every login I have. I just reset my password which worked but it still says login failed. I'm not sure if I'm using the wrong username/email? Which seems odd because the reset email came to the one I was using to log in.

Thanks

[hTideGnow]

@Johan1986   were you unable to change your plan?

what error you got?

There have been quiet some browser related issues lately

try to use a different browser (Edge/Chrome/Firefox), or clear cache then restart your browser, or you can try to use Incognito mode

If they all fail, try to access from a different computer or different phone

[Triguy]

@Johan1986   Did you try the forgot password link ?  Try using a different browser and incognito mode.  Also try clearing your cache and cookies then reboot.  If you still need assistance then submit a ticket.

Here’s when and how to contact our Customer Support Agents:

• 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 our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

[Johan1986]

Change my plan

[JFirlotte]

It all got taken care of yesterday, thanks everyone!

[RosieR]

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@JFirlotte wrote:

Hi, I am having a hard time logging in for some reason. I while back I had a different account hack so I went on a tear, changing every login I have. I just reset my password which worked but it still says login failed. I'm not sure if I'm using the wrong username/email? Which seems odd because the reset email came to the one I was using to log in.

Thanks

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Hi @JFirlotte I had the same problem when I changed the email address I used for username and password.  This note is always on the moderator's reply..

Note that before you will connect with your new credentials you will need to clear the cache & cookies on your device.

 https://bit.ly/2AYhY2a

Of course, I ignored it the first time lol  I hope you get a reply from the moderators soon.  Take care and good luck!  😁

[computergeek541]

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@gpixel wrote:

@JFirlotte try logging in to your self serve account at least once or twice per month. the login credentials seems to get deleted if you haven't logged in for a while.

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There is no oblgation for a customer to ever log into the self serve website. As long as the account stays open with an active plan and doesn't get closed from non-payment or from porting out, the self serve account does not get deleted/closed.  

[kb_mv]

@Lawrence1 When you say you don't have data, but you are on here? In that case just sign into your self serve account. Click payment tab at the top. Click Manage my card at the bottom. Select update/change card.

[Lawrence1]

I don't have data on cell but we can communicate with email so I can't renew my plan cause my CC is expired but have new one so how do I enter new number

[gpixel]

@JFirlotte try logging in to your self serve account at least once or twice per month. the login credentials seems to get deleted if you haven't logged in for a while.

[JFirlotte]

Thanks, I submitted a ticket

[Triguy]

Try using a different browser and incognito mode.  Also try clearing your cache and cookies then reboot.

[JoyLuck · Accepted solution]

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@JFirlotte wrote:

Hi, I am having a hard time logging in for some reason. I while back I had a different account hack so I went on a tear, changing every login I have. I just reset my password which worked but it still says login failed. I'm not sure if I'm using the wrong username/email? Which seems odd because the reset email came to the one I was using to log in.

Thanks

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Here’s how to contact the Moderator Team (Public Mobile representative) for assistance:

• 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. Choose the chat bubble in the lower right hand corner and follow the prompts.
• 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.