Can't log in

[keitan]

My mom has a public mobile account but doesn't know what email she used let alone her password. She usually adds funds to her account using the phone and not by logging in. She wants to change her plan to something with unlimited minutes. Is there a way for her to change her plan using the phone automated service or a way for her to log in without using her email?

[Dunkman]

@keitan 

Unable to change plans by dialing 611 on her phone.  She would need to access her self service account.

If unable to reset password, she would need to contact customer service agent (CSA) for further help.  Click on chat icon on right lower corner of website.  Type: can't login.  Follow prompts to submit ticket for CSA help.  Expect a few hours wait.  Check on the private message inbox (envelope on upper right corner of website).  

[hTideGnow · Accepted solution]

No, you need your email address to logon

however, you can try the Forgot password link with email address you have and see if it works

Worst case , PM can reset it for you.  Just open a ticket with PM Customer Support Agent Using Chatbot, start by:

typing "Forgot logon information"

Click "Contact Us"
Click "Click her to submit a ticket"

you will then direct to another page to open ticket.
There, you will be prompted to enter COMMUNITY Login (NOT My Account/Self-Serve) to validate your identity,

After ticket successfully opened, keep checking your Community inbox (envelope icon on top right)  CS Agent will communicate with you there