E-mail and Password Login doesn't work

[Dipti99]

Hello,

I activated a new public mobile sim card and entered in my details. However, when I try to login, it doesn't work but I thought the account was supposed to be created already when you activate a new sim online since they asked for all the details including email ID and password? Please help me! Thanks!

[Handy1]

@Dipti99 initial response from agents seem to take the longest but once you get a reply any back and forth communication from that point is fairly quick and painless . Hope you get things sorted out and resolved quickly 

[Dipti99]

@softech yes PM service is working but unable to login saying email and/or password is incorrect. I also never got any email from PM regarding my service activation. When I try to reset my password (thinking I got the password wrong which I clearly believe I didn't), I enter in my e-mail ID, but don't receive any password reset link on that e-mail. I have created a ticket with the CS agent so hoping for their reply soon. Thanks a lot for your help though and thanks to everyone else on here too for their help and support in providing me with various different troubleshooting approaches and solutions. 

[Handy1]

@Dipti99 @You may need to reach out to support to regain access then 

Getting support / submit ticket

• 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                 

Or while your already here and logged in the community

• you can send a private message to our  CS_Agents by clicking here.

[softech]

@Dipti99  your PM service is working?    if it is working, the account is there, just a login issue

Open ticket with PM Support and they will double check the login

[esjliv]

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@Dipti99 wrote:

Hi @Handy1 It doesn't work unfortunately...I just activated it so should I wait? It doesn't even allow me to reset my password saying my email ID doesn't exist which makes no sense when I clearly activated the sim online and it works on my phone. 

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@Dipti99 , no it doesn't really make sense does it. 😕

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

[Dipti99]

Hi @Handy1 It doesn't work unfortunately...I just activated it so should I wait? It doesn't even allow me to reset my password saying my email ID doesn't exist which makes no sense when I clearly activated the sim online and it works on my phone. 

[will13am]

@Dipti99 , did you receive a welcome email?  That is usually a good sign that the activation worked.  It also validates the email address used in the activation.  

[softech · Accepted solution]

@Dipti99 

you tried using Incognito mode to login ?

if still fails, open a ticket with PM Support and they can 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

[Handy1]

@Dipti99  Try again incognito mode private mode or a different device like a lap top there are cache issues 

and yes your correct you do creat an account when you activate the sim .. you usually have to do a two step verification after signing in the first time after activation also