Email compromised - can’t reset password to that email

[Labs1984]

Help! I need in - this month have been locked out of my email as it was hacked 

but I need my password reset done and this is the account it would go too

[gblackma]

@Labs1984  use this private message link to contact the moderators directly  

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

Explain your situation, and  give them a new email address that you would like to change your self service account to. Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there. Once it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue.
If you need to, you can also enable email notification to receive a private message notification sent to your email. Go into your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

Stay safe.

[computergeek541]

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@JoyLuck wrote:

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@Labs1984 wrote:

Help! I need in - this month have been locked out of my email as it was hacked 

but I need my password reset done and this is the account it would go too

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Have you tried the “Forgot your password” link on the self service log in page?

Unfortunately, the member would need access to the e-mail account to use the password reset link on the self serve page.

[JoyLuck]

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@Labs1984 wrote:

Help! I need in - this month have been locked out of my email as it was hacked 

but I need my password reset done and this is the account it would go too

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Edit delete

If you cannot reset your password then you will need to contact a moderator.

Contact a moderator for assistance.

 Please use the chatbot SIMon to help you solve your issue. If SIMon cannot solve your issue then you have the option to contact a moderator.

Step 1: Choose the ? button at the right bottom corner of this page or choose “Get Help” at the top of the page and then choose the “Chat with SIMon” button.

Step 2: Tell SIMon what the issue is and see if he can find a solution for you.

Step 3: If Simon cannot find a solution then type in “moderator” to connect to a Public Mobile customer service representative.

Step 4: Simon will present you with two choices. Choose “Account-specific question”

Step 5 Then choose “No, I want a human”

Step 6 Create your ticket

Check the sent folder to make sure your ticket was sent (envelope icon, top right) and the inbox for a reply from the moderators.

“To ensure the safety of our team members during the COVID-19 pandemic, our Moderator team is working at reduced levels. During this time, you may experience longer than normal wait times when contacting our Moderator team for help.”

Moderators are available:

Monday to Friday from 8 AM to midnight Eastern time.

Saturday and Sunday from 8 AM to 10 PM Eastern time.

[computergeek541]

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@Labs1984 wrote:

Help! I need in - this month have been locked out of my email as it was hacked 

but I need my password reset done and this is the account it would go too

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You'll need to open a ticket to the moderators by going to https://publicmobile.ca.ada.support/chat