How to unlock my wife's account

[antosha-85]

Hey guys,

I wanted to make some adjustments to my wife's account but it turned out I don't remember her login/password. When I tried to log in I also answered the security question wrong a few times even though I knew the right answer - that was super weird, and now I'm all locked out.

What can I do in this situation?

I chatted with the bot and was advised to create a ticket. But I can't create a ticket on her behalf as I need to be logged in to do that.

I had to log in using my old account to write this message even though I'm not an active user here.

Please help me, any advice would be highly appreciated.

Thank you!

[computergeek541]

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@t_p wrote:

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@antosha-85 wrote:

Hey guys,

I wanted to make some adjustments to my wife's account but it turned out I don't remember her login/password. When I tried to log in I also answered the security question wrong a few times even though I knew the right answer - that was super weird, and now I'm all locked out.

What can I do in this situation? If you know the right answer, try logging in again after ~1hr (preferably using a browser in private/incognito mode).

@t_p 

Temporary Self Serve account lockouts only last for 15 minutes despite what it says on the Self Serve account login page.

[t_p]

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@antosha-85 wrote:

Hey guys,

I wanted to make some adjustments to my wife's account but it turned out I don't remember her login/password. When I tried to log in I also answered the security question wrong a few times even though I knew the right answer - that was super weird, and now I'm all locked out.

What can I do in this situation? If you know the right answer, try logging in again after ~1hr (preferably using a browser in private/incognito mode).

I chatted with the bot and was advised to create a ticket. But I can't create a ticket on her behalf as I need to be logged in to do that.

I had to log in using my old account to write this message even though I'm not an active user here.

Please help me, any advice would be highly appreciated.

Thank you!

---

@antosha-85 

Your wife can create her own community account and contact CS via:

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
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

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

[cellphoneuser1]

@brennanleblanc_ Instruction to use the bot don't help when the person couldn't make the ticket.

@antosha-85 You don't need to login to the self serve account to make a ticket in the bot.  You first login to the community account. When the issue is resetting the self serve password, it doesn't make you login to self serve. It asks for other account information to prove account ownership.

[brennanleblanc_ · Accepted solution]

The only way to be able to regain access would be to contact a CS_Agent

You can contact a CS_Agent by either:

1. Click the chat bubble on the bottom right or go to https://widget.telus.tiia.ai/publicmobile/publicmobile.html , type “Ticket” and follow the bot’s instructions.

1. Private Message @CS_Agent or go to https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 to contact a CS_Agent via the Community.