09-22-2020 10:31 AM - edited 01-05-2022 01:18 PM
I reset my password yesterday and when I signed in using the link provided in the email I was able to view my community profile, however once I tried accessing self-service it claims my login attempt failed, my password clearly isn't the issue since I just changed it. I have been locked out since yesterday even though lock outs are only supposed to last an hour. My bill was due on the 17th it is currently the 22nd, I haven't made a payment because I do not know my 4 digit account pin since all of my previous payments on the phone have never asked for one until now. I wanted to try making a payment via self-service and set up automatic payments but I have had no luck accessing the self-service, I also do not know what answer I put for the security question so I need help immediately.
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09-22-2020 12:32 PM
I was able to reset my password for my public mobile community account because it didn't ask for a security question, the reset link was sent directly to my email
09-22-2020 11:45 AM
@JessicaNagra wrote:I reset my password yesterday and when I signed in using the link provided in the email I was able to view my community profile, however once I tried accessing self-service it claims my login attempt failed, my password clearly isn't the issue since I just changed it. I have been locked out since yesterday even though lock outs are only supposed to last an hour. My bill was due on the 17th it is currently the 22nd, I haven't made a payment because I do not know my 4 digit account pin since all of my previous payments on the phone have never asked for one until now. I wanted to try making a payment via self-service and set up automatic payments but I have had no luck accessing the self-service, I also do not know what answer I put for the security question so I need help immediately.
Don't confuse between your community account and your PM self-serve account.
You reset your community password only.
Please note that both accounts are not linked by login one account to access the other.
Self-serve account username is your email address. Use your password you supplied during online activation.
If you activated your plan in-store, your need to create your self-serve account first before you can login to your self-serve portal. https://selfserve.publicmobile.ca/self-registration/
09-22-2020 11:12 AM
@JessicaNagra , you mentioned both community account and self serve account. These are two different accounts. You could try resetting the password in the self serve account using this link.
09-22-2020 10:59 AM
Try using a different browser and incognito mode. Also try clearing your cache and cookies then reboot. If you still need assistance then submit a ticket to a moderator by clicking the question mark on the bottom right.
09-22-2020 10:38 AM
How were you able to reset your password yesterday if you don't know the answer to your security question?
09-22-2020 10:36 AM
Only mods can help with your 4 digit pin and to get back into your account. Click question mark for the chat bot and open a ticket or private message