Forgot my answer to the security question

[dayoun]

Can't sign in since my security Q is not answered properly. Simon is just a big frustration. Instead of just having a person to chat with and fix the issue immediately the chat bot is just worthless.

[esjliv]

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@dayoun wrote:

Can't sign in since my security Q is not answered properly. Simon is just a big frustration. Instead of just having a person to chat with and fix the issue immediately the chat bot is just worthless.

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@dayoun  - see the 2nd #1 @softech has in their post. That will give you the direct private message method to send a ticket to Customer Support.

Are you currently in nonpay/suspended status? IF so, for how long?

IF in nonpay/suspended status for over 90 days you lost your phone number, account and access to self serve.

If this is the case you cannot use SIMon Chatbot any how. And you will need the private message method...but account would be gone regardless.

See help articles on methods to contact CSA: https://www.publicmobile.ca/en/bc/get-help/articles/contact-an-agent

[BKNS27]

@dayoun 

You can also private message the CS_Agent by clicking on the envelope icon on top of the page. You will be required to give your PIN number, cell number, email address etc.

[softech · Accepted solution]

@dayoun if you already tried Forgot password and unable to get through,  you will have to open ticket with PM support to have them reset for yiu

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.  

          Start with typing "Forgot Login Information", click  "Contact Us", click "Click here to submit a ticket".  Then follow to complete the ticket submission.     

1. Or you can Send a private message to the CS Agent here:  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there