Forgot password and Security Questions

[Alsalmannazar]

Hello

i forgot my password and security answers and cant get to my account to make a payment, my account is currently inactive.

Can you please help me get my account back? I can answer some questions for verification.

Thanks

Nazar

[t_p]

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@Alsalmannazar wrote:

You do need your PIN, i called 611 and they asked me for 4 digits PIN

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@Alsalmannazar 

1) If you're pressed for time, you may want to use an instant top up service like one at canadiantire gas bars. You give them your number and they will top up your account with an amount you choose for a small fee. You can also use an online top up service like recharge.com or doctorsim.com. Their fees tend to be a bit higher.

2) You have to contact Customer support to get access to your account since you 've forgotten all your credentials. Use one of these 2 methods:

Spoiler

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:

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

After sending the message, watch your community inbox for their reply.

[esjliv]

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@Alsalmannazar wrote:

Hello

i forgot my password and security answers and cant get to my account to make a payment, my account is currently inactive.

Can you please help me get my account back? I can answer some questions for verification.

Thanks

Nazar

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@Alsalmannazar 

How long has you account been in non-pay suspended status?

You have up to 90 days to make a payment and, after doing so, your payment cycle will restart and your service will resume.

After 90 days of suspended/non-payment status, your account will be permanently deactivated, which means you will:

1-Lose access to your phone number (and Self Serve account), any rewards or Available Funds balance that was in your account at time of suspension, and won’t be able to transfer the phone number to a new provider in the future.

2-Need a new Public Mobile SIM card if you decide to activate a new Public Mobile account.

If you are within 90 days of being suspended, see options to make payments here:

https://www.publicmobile.ca/en/on/get-help/articles?q=paying+for+services 

If still having issues, ask Customer Support to assist; methods as provided by @JK8 

[cellphoneuser1]

@Alsalmannazar Account PIN isn't need for paying in 611 when a voucher is used.

[Alsalmannazar]

You do need your PIN, i called 611 and they asked me for 4 digits PIN

[pkaraa]

starting with forgot your password and trying out all the email ids you were using at the time you created the account. wait for each email id to receive PM email to reset password. check spam folder as well. once you receive that email its easy to reset the password. 

Else contact support agents to help you login after authorization. For that click the blurb on the bottom right and follow prompts.

[Anonymous]

 @Alsalmannazar : You can buy vouchers in many stores and online. You can do instant top-up in a few stores. Use 611 and you don't need your PIN.

[softech]

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@Alsalmannazar wrote:

Problem is even my 4 digits pin is forgotten. Can I have someone help me step by step here please.

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@Alsalmannazar   to reset both the PIN and password, open ticket with PM Support

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.

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

[Alsalmannazar]

Problem is even my 4 digits pin is forgotten. Can I have someone help me step by step here please.

[softech]

@Alsalmannazar  pay through 611 does not need account number from 4 digits pin

for My Account, login, did you try Forgot password link? Once a correct email is entered you will then need to answer a security question a well

if fail, then you will need to open ticket with PM to reset the password (you can also reset your 4 digits PIN the same way): 

Spoiler

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.

2. 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

[JK8 · Accepted solution]

@Alsalmannazar 

Contact a CSA.

• 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 to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

Hours of operation:

You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:

• Monday to Sunday: 6 AM to 10 PM EST

Keep an eye on the envelope icon in the top right hand corner for a reply from the CSA.

[Alsalmannazar]

They need an account number, dont they?

[JK8]

@Alsalmannazar 

Can you call 611 to make a payment?