Error resetting my password

[jharris_clearw]

Hi There!

I tried to login to my account starting on Saturday. I was asked to reset my password.

I verified my account using both my phone number and my email. Neither method has worked, just tried again.

I receive this message:

There was an error resetting your password. Please try again later.

[esjliv]

@jharris_clearw 

NOTE: are you a current customer?

If you have been in nonpay/suspended status for over 90 days, then you lost your Public Mobile account, phone number, and access to self serve.

[iliketotalk]

@jharris_clearw hi if above suggestion doesn't fix the issue 

 you will need to open a ticket through Simon to speak to a customer service agent they will help you mention reset email for self serve account 

 Click here if you have issues using Simon , try to pm them here https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 you will get a response from them in your community envelope 

[hTideGnow · Accepted solution]

HI @jharris_clearw 

You can try to reset the password again but have the whole process on Incognito mode  or use another different browser (Maybe Edge or Firefox or Chrome, just one diffferent from what you have been used)

if you are still unable to reset, then open ticket with CS agent for help

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

First type: "Forgot log in information"
Then Click "Contact Us"
Finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

Once ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):

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

[walker1]

@jharris_clearw 

Try again from a PC and another browser in incognito