Can't log in to my other account

[Derbana]

Hello,

I can't log into my other account. They share the same credit card info. The recovery email has been deleted and the main email, we can not get the password correct. Please help. The account we are trying to log in too is *******.

Edited by @srlawren to remove personal info (email) as per community guidelines.

[Triguy]

You should remove any personal information by clicking on the three dots on the top right hand corner.  Submit a ticket to a CSA to get your password reset 

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.

[Anonymous]

@Derbana 

close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

and try Forgot your password visit Here link, and enter your email address,

check your email spam,

or you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice Service Team they will help you 100%.

and them will reset for you,

Here’s How To Contact Customer Support Agent by Submit a Ticket,

• 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 Customer Support Agent by CS_Agent, Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck...

[darlicious]

@Derbana 

Click on the 3 dots at the top right corner of your post and edit out your personal details as this is a public forum. Then follow @t_p 's instructions to gain access to your account.

If you know longer have access to the email on your self serve account you will want to have an new email address that you can get the CSA to change it to on your account after answering some additional verification questions from the CSA. You can also have them update your payment card too....if you wish.

[t_p · Accepted solution]

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@Derbana wrote:

Hello,

I can't log into my other account. They share the same credit card info. The recovery email has been deleted and the main email, we can not get the password correct. Please help. The account we are trying to log in too is ********

---

@Derbana 

If you have forgotten all credentials, contact CS for help:

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

After sending the message, watch your community inbox for their reply.