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Can't log in

Great Neighbour / Super Voisin

I need to submit a ticket as I can't log into my account. I did try to reset my password and it said it was successful. However, when I try to log back in, it says email and/or password does not match. Now I am locked out (for 3 hours??). My credit card is expired and I need to put in my new information. Therefore, my phone is not working now and I have no service. HELP!!!


@Bgeorgie  Trust your account is sorted by now. For your pondering on how to cope check out this long winded post:

If you have problems submitting a ticket via SIMon just send a private message to the CSAs. Click:

>>> ALERT: I am not a CSA. Je ne suis pas un Agent du soutien à la clientèle.

Great Neighbour / Super Voisin

Hi Dunkman,


I am using a laptop and did clear my cache. Even had someone try from a different household and still can't log in. I am trying to submit a ticket for CSA but because I don't know the account number it will not allow me to submit a ticket. Where do I go from here?? I'm thinking just to buy a new SIM card and create a whole new account. Can't be without phones for this long.

Great Neighbour / Super Voisin

Hi esjliv, the problem is is that the pre registered credit card on file is expired. I can't even submit a ticket to speak with a CSR because I can't remember my account number. Any way to submit a ticket without that info?

Mayor / Maire

@Bgeorgie - did you receive a message you were locked out for 3 hours? Just curious, as I haven't heard this before, but maybe that is the case.


Are you currently in nonpay status/suspended? If the account is currently in suspended status you can also look into obtaining a voucher to make a payment through 611,  see here:


Locations to obtain some vouchers found here:


For My Account log in issues, you can submit a ticket directly here to: Create, forgot or change My Account email or password link

Or, search "customer support "anywhere in the forum or get help articles and find the two methods to contact CSA that way.



The website can be finicky.  Try a different web browser, clear cache or incognito mode.  Or even try a different device preferably a computer or lab top.  


If that fails, then you will need to contact customer service agent:

Submit a ticket for CSA help. 

Type: I can't login.  

Follow the prompts to submit ticket.  


CSA may ask a few questions to verify account ownership and then should be able to help you. Response times can take a few hours.  However, CSA teams stops working at 10 PM ET.  Check your private message inbox (envelope in upper right corner of website).