Change password then have to change again

[Louist1965]

I want to pay my wife’s balance on her account.  Tried logging into. Prompted to change password.  I change password and try to login.  I get the password doesn’t match.  So my wife’s phone cannot be used.  I cannot pay the balance owing on her account.  
Help someone !  Thanks rob

[Louist1965]

Thanks for your help

[funpig1 · Accepted solution]

@Louist1965 

Have your wife send a private message to a customer agent. Include her account number and the last four digits of her credit card to verify her identity. 

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

[Louist1965]

The account is suspended.   So I cannot log into at all.  So I used *611.  Then tried to pay with credit card.  But on the phone they wanted my wife’s 4 digit PIN number.  I did not know it.  So what can I do now.

i need some help to unsuspend my account !

[BKNS27]

@Louist1965 

You can pay by calling 1-855-4PUBLIC then enter her telephone number.

[slusagm]

Since you are managing 2 accounts, it sounds like a problem with browser cache that causes the problem 

please try login My Account using Incognito mode. if you need to reset password again to login, keep doing it on the incognito mode 

[funpig1]

@Louist1965 

Try calling 611 and paying by phone

[Chalupa_Batman]

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@Louist1965 wrote:

I want to pay my wife’s balance on her account.  Tried logging into. Prompted to change password.  I change password and try to login.  I get the password doesn’t match.  So my wife’s phone cannot be used.  I cannot pay the balance owing on her account.  
Help someone !  Thanks rob

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Hey @Louist1965 

The website is known to have cache issues. So when you changed it last, use THAT password. However, go into your browser settings, clear the cache "lifetime" and then restart your browser. Then go into incognito mode and try to log in again. It should work this time.

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