Email change and password

[Lou3]

I manage the phones for my parents and I need to make a change to the email. To do so I now have to create a community account for my mom. Which I did and selected the proposed password. Now I create a request for email change but somehow it tells me the password is wrong. So I can’t create a request for email or change the community password. So I’m basically checkmate no way to get anything done and losing my mind in an infinite loop of anger and disappointment.  Is there anyway I can get in touch which CS so I can get this account back on track?  

[darlicious]

@HALIMACS 

It's YMMV by CSA. Since an email change for self serve is highly account security sensitive (like changing your 4 digit account pin # used to be) CSA's are extra vigilant if the request is not coming from a linked community account. But at the same time I have had them insist on only dealing with "account" owner. Which if a community account exists I have logged into the community account and the account owner Gene Simmons gave the same verification info to get the CSA to complete the task at hand.

But not the same password reset issue I was having.....which is resolved. I really should update my thread?!! 🤔

[HALIMACS]

For sure,  if you know how to verify, I'm sure it's easy peasy.

I'm just wondering about those who don't and whether CSA's are a little bit easier on a community user when they're seeking support from the matched service account email.

[dust2dust]

@HALIMACS- I've rarely had pushback from an agent. I use this community account and then give all the proper verification credentials for whatever account. darlicious doesn't like going through simon but we all know the few keywords that will get us to submit a ticket sooner. When I got some pushback I would say that I've been here awhile and know that all I need are the proper verification credentials for an account. They proceed.

[Handy1]

@Lou3  Fingers crossed you get a quick fix 

[Lou3]

Success!  A few hours in and I finally succeeded in the simple task of changing my account email. Angelo was the man!  Tony... not so much.   For those trying it took me an hour to get it changed through CS so keep the faith. Some good will come your way.....eventually lol

[Lou3]

I'm Finally in touch with CS through the direct link after answering all imaginable questions and receiving countless confirmation codes I am starting to believe I will see this through. My guess is within the next two hours I will finally succeed. Just waiting on Cs to answer now. Had to put in my credit card, postal code, rate plan, size of my trousers and thought about quantum physics to get there. Hopefully this goes through thanks for the tip. 

Update Actually, this might not be the case anymore. The CS agent Tony stopped answering after I answered all the questions and now Angello is messaging me saying he might be able to help me.  haha wow just wow!  so far 45 minutes into messaging and still sitting at the start line!

[HALIMACS]

Totally agree @dust2dust 

However, I've gotta wonder if the CSA's are more 'willing' to deal with a Community user when the e-mail matches the respective service account?  (i.e. they don't have to use as much discretion to establish whether they're dealing with the authorized individual...)

Seems like maybe this might be the hurdle @darlicious may have been experiencing?

[Yummy]

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

For PM account Only agent can make a change for you.

[Handy1]

@Lou3  to change email only support can help you do this 

Getting support / submit ticket

• Get support by starting a conversation with virtual Chat box /SIMon. Click here                 

Or while your already here and logged in the community

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

  Watch for reply top of page to the

   Right ( envelope image )

[LoveNature]

Hi @Lou3 

open a ticket with SIMon Chatboth

typ: forgetting information
and Click, Forgot My account Email
then Click, Contact Us
and, Click here to submit a ticket.

or send a private message to CS_Agent
here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[dust2dust]

Did an agent tell you you had to make another community account to get support for that account? This is completely unnecessary effort that they are imposing on you.

You only need to be able to use and provide the right information to verify access to whatever account.

For the ticket, after entering the community credentials (yes, you're already here but do it on that screen) you will get an option to use the account login or the account pin. I've had better luck with the account pin option. You will the name on the account and the number and the pin. If you don't remember the pin then you can log in to the account and it change it there.

[hTideGnow · Accepted solution]

,hi @Lou3 

Community is different from My Account, they are different system.  Community is to used to reach out CS agent for help.  Yes, it is a bit confusing

So, you need to change the email address for My Account login?   This is something only CS agent can change.  Please open them ticket at  : https://publicmobile.ca/chatbot.

First type Forgot Login,
then select the only choice there: "Contact..",
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

[softech]

@Lou3   if you need to make email address change on My Account, only PM support can help

Please reach out to them here:

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