Cannot reset my password

[matheusota]

Hi,

I'm trying to login into my Public Mobile account but it says that my password is incorrect. So I tried to reset it, but the email with the code is never sent to me. Can someone help me here?

Thanks,

Matheus

[esjliv]

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@matheusota wrote:

Hi,

I'm trying to login into my Public Mobile account but it says that my password is incorrect. So I tried to reset it, but the email with the code is never sent to me. Can someone help me here?

Thanks,

Matheus

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@matheusota  - Note, if you have been in nonpay/suspended status for over 90 days, or ported your Public Mobile number to another provider, then you lost your Public Mobile account, phone number, and access to self serve/My Account.

Otherwise, see other's posts.

[Handy1]

@matheusota @sounds like you need a agent 

Getting help from agent , through automation

• 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.      

Or  get direct help from a agent right here in the community ( my preferred choice )

• 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

[Quigley]

@matheusota 

Try logging into your account using a different browser in incognito or private mode instead.

Try looking for the link in your junk or spam folder.

[Meow · Accepted solution]

Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

If you reset your password, wait at least 20 min to try to log in again.

If everything fails, contact agent for assistance:

To Contact CSA-agent; there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If ticketing does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+)Here

[softech]

@matheusota check your spam folder

If that still does not work, then open ticket with PM support using Charbot and they will sort it out for you

1.  Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗" 

2. if you have problem with Chatbot: Private message CS Agent at:    

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there