Cannot reset password for new account

[SuicideRabbit]

We are trying to get an account sorted out for my wife. We need to reset the password to get into the account (bc she forgot it).

I've tried *dozens* of times to get the code sent for reset, but it never comes. Not in the spam folder. Nada. Never shows up. We've been waiting for >3 hours now. I've tried all of the browser tricks.

I've tried submitting a ticket, but I need a phone number to do so. I'm trying to activate the account's SIM card. In order to get a phone number, I need to activate the SIM. In order to activate the SIM, I need into the account. I cant get into the account b/c the password reset isnt working. I can't submit a ticket b/c I dont have a phone number.

What is this total nonsense?!

Is there a way to speak to an *actual* person to get help with this?

[BKNS27 · Accepted solution]

@SuicideRabbit 

When you Activate the new SIM, you have an option to pick a new number or port your old number from another carrier. 
Once you complete page 4 (payment section)…you created an account. 
Then you can access your accounts with your email address and password you created during the activation process.

[maximum_gato]

@SuicideRabbit 

Does your wife not have service on her phone? You can get the code sent via text message. You can also pay and reactivate via the 611/IVR system or call 1 855 4PUBLIC and enter the 10 digit phone number. Payments can be made with the card on file if you know the 4 digit account pin #. Otherwise pay with a pm voucher that can be purchased at local retailers or online from muskbird.com.

Here is info on alternative forms of payment....

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-...

https://productioncommunity.publicmobile.ca/t5/Get-Support/Online-Top-Up-Payments-Muskbird-com/td-p/...

https://productioncommunity.publicmobile.ca/t5/Get-Support/Point-Redemption-Bill-Credits-Account-Rea...

Edit:

Sorry....is your wife a new customer? If you haven't activated the Sim card then there is no account to log into....? The pm store account is not related to a customers self serve account. It gets created during activation when you also choose a phone number.

[softech]

@SuicideRabbit   when you submit the ticket, you can try to use the 4 digits PIN instead of My Account login

but if you don't remember the 4 digits pin , either, just message PM suppor to open the ticket then;

    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