05-09-2022 10:32 AM
I am having trouble login into my daughters account. I need to change the visa number and I can't seem to login. When I type forgot my password, it says that that my login failed, try again.
Can you offer help?
Thanks
Bryan
05-09-2022 10:53 AM
@Bryan005 - is it possible a self serve account was not created yet? If this account was an in-store activation, this may be your case. If so, you can register for one here: https://selfserve.publicmobile.ca/self-registration/
Or, try opening a tab in incognito mode and try that forgot your password option again.
NOTE, after 90 days of nonpay/suspended status the account, phone number and access to self serve is closed and gone.
Otherwise, see other posts to get help with CSA.
05-09-2022 10:37 AM
The account might be only temporarily locked for an hour due to too many (5) attempts. You might want to wait an hour and try again.
If you are positive, you entered id/pass correctly before being locked out, try different browser.
If you still have issue logging in, try the Forgot password link to reset the password. You will need to answer security questions, though.
If you don't know the answer to the security questions, you can open a ticket with CSA to have it reset.
https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent
05-09-2022 10:34 AM - edited 05-09-2022 10:35 AM
HI @Bryan005 If using "Forgot Password" did not help, please open a ticket with CS Agent.
at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:
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
After you reset the password and able to login, you can then go to Payment Tab to update your credit card info.