Login issue

[hyattjudy]

My husband recently started an account with Public Mobile and registered an online account which he cannot get into. We have tried to do the chat line and keep getting automated bots which is getting us nowhere. We have cleared our cache and cookies and waited 24 hours and it still says he is locked out. We have tried the Public Mobile phone number and it goes dead. We are at our wits end. What do we do? Any help appreciated.

[TRACEYH]

I have problem each and every time as well....the customer service with public mobile is among the worst I have ever experienced...even worse than Rogers.... it's very unfortunate they don't have any customer service....

[hTideGnow]

HI @TRACEYH   it is not that bad, just need to open a ticket and check the Community inbox   My experience is that they always answer within 2 hours and my issue always resolved within 3 hours

Have a phone to call does not mean faster service.  I am calling RBC now, it has been 2 hours , I am still listening to annoying music.  Still on holding....

[TRACEYH]

they are very challenging to deal with... I have issues each and everytime I attempt to log into my account...no one answers the phone.... you must put in a ticket on line and cross your fingers..... 

[BKNS27]

@hyattjudy 

If you are locked out on your husband’s account because you entered the wrong password 3 or more times.

Try login an hour then enter the email address and click on Forgot Password.

You will need to answer the security question.

If you still can’t login, you can type in Create a Ticket on SIMon Chatbot then follow the prompts or you can private message them with the envelope icon above and send to CS_Agent to help you access your husband’s account.

[MrSpock]

@hyattjudy if you are having issues with the bot 

you can private message them here

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

check your community envelope for a reply

[softech · Accepted solution]

@hyattjudy   did you try to use the forgot password link 

https://selfserve.publicmobile.ca/forgot-password/

if you still cannot reset password that way, open a ticket with PM Support and they can sort that out for you:

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".

2. Or 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 icon on the top right) after the ticket is opened. CS Agent will reply you there