Can't log into self serve

[Gofiona]

Hi - Username and password are not working to pay my bill.

[Naepalm]

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@Gofiona wrote:

Hi - Username and password are not working to pay my bill.

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Try the forgot password button, enter your email then confirm your email. https://selfserve.publicmobile.ca/forgot-password/.  

 If you can't remember your email. You will need to contact the MOD squad. If you do remember your email and still can't get in then contact them. Click on this link ask for help remembering your login, ask to talk with a human. 

https://publicmobile.ca/en/on/get-help

Have a great day!

[popping]

While moderator team is short staffed during COVID-19, we should ask member to try the forgot your password link on the login page first before directing member to moderator. 

I tested the forgot your password link 10 minutes ago and I received PM reset password email within 1 minutes.

[computergeek541]

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@Gofiona wrote:

Thanks everyone! Got to Simon, and submitted moderator request, cheers and be well!

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I've reassigned this solution, but I'm happy that you can get into your account now.

[Gofiona]

Thanks everyone! Got to Simon, and submitted moderator request, cheers and be well!

[gblackma]

@Gofiona  you may be locked out from too many attempts,  wait 1 hour from last attempt,  go to private/ incognito mode and try again to login. You can also try the  forgot password link if you know your secret question.  If this doesn't work, contact the moderators ask them for a temporary password.  Click on the green questionmark in the white circle at the bottom right of your screen.  This connects to the autobot Simon.  Type moderator and follow the prompts to get to one (CLICK on "Account specific question" and  "No I want a human" and "Submit a ticket Click me!")
Once connected, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.
Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there.
You can also enable email notification to receive a private message notification sent to your email.
Go into your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

While you wait, you can use 611 to make your payment( once you know your 4 digit pin):
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

Here's a link on using 611 https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352/highlight/t...

Stay safe. 

[Staliger]

@Gofiona Click on ? on bottom right to talk with bot SIMON and follow his directions to create a ticket and contact moderators. OR directly through the private message here  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Ask them for a temporary password

[JoyLuck · Accepted solution]

If you cannot reset contact moderator.

Clear your browser cache/history/cookies. Close browser and open a new browser in incognito/private mode. Also, you can try a different browser.

Please use the chatbot SIMon to help you solve your issue. If SIMon cannot solve your issue then you have the option to contact a moderator.

Step 1: Choose the ? button at the right bottom corner of this page or choose “Get Help” at the top of the page and then choose the “Chat with SIMon” button.

Step 2: Tell SIMon what the issue is and see if he can find a solution for you.

Step 3: If Simon cannot find a solution then type in “moderator” to connect to a Public Mobile customer service representative.

Step 4: Simon will present you with two choices. Choose “Account-specific question”

Step 5 Then choose “No, I want a human”

Step 6 Create your ticket

Check the sent folder to make sure your ticket was sent (envelope icon, top right) and the inbox for a reply from the moderators.

“To ensure the safety of our team members during the COVID-19 pandemic, our Moderator team is working at reduced levels. During this time, you may experience longer than normal wait times when contacting our Moderator team for help.”

Moderators are available:

Monday to Friday from 8 AM to midnight Eastern time.

Saturday and Sunday from 8 AM to 10 PM Eastern time

[gpixel]

@Gofiona did you try resetting your password?