My account

[Reddon]

I can not get into my account either it has been canceled or locked out

[darlicious]

@WippyShippy 

Thanks for sharing your experience as I will have to keep this in mind going forward.

[WippyShippy]

It's possible to change the email address for the stored login credentials on any other Telus product that uses the same "cookie" for https://telusidentity.telus.com/

If @Reddon saves and autofill's login credentials on their browser, the email and password is whatever is stored by the same login page elsewhere besides PM.

Maybe @Reddon signed up for Mobility, Entertainment, Security or Health products from Telus. They all seem to be using the same login page https://telusidentity.telus.com/

Can someone confirm that?

[WippyShippy]

Question @Reddon ; Have you signed up for any additional TELUS products lately? I ask this, because the "My Telus" login page uses the same web address as the Public Mobile login page. (Public Mobile is Telus)

They both start with https://telusidentity.telus.com/ and use the same login "cookie"

My login issues started after I had signed up for one of those TELUS Online Security Plans.

I was very confused when I was locked out on either page or both before I figured out what happened. When I create a password on one page and store it in my browser under the same email, I get locked out at the other page, because my browser generates and stores a new password during sign up.

I'm not even sure if Public Mobile/Telus is aware of this.

I was able to change my email and password on the "My Telus" page to match the login credentials on the Public mobile version of the same login page. That worked for me. (changing the email for my Public Mobile account is not possible online)

Anyway, I'm wondering if this could be something you're dealing with @Reddon 

[BKNS27]

@Reddon 

Either your account is closed or your email/password is wrong.

Does it say your account is Active when dialing 611?

[softech]

@Reddon email changed? how you change that?  only PM support can change the email used for My Account

Again, since you cannot login or change password yourself, please open ticket with PM support advised in my post above

[Reddon]

It says that the email or password is wrong but password has been changed and still not working , the email has been changed as well

[softech · Accepted solution]

@Reddon 

you can check if you account is active or suspended or closed by calling 1855-4PUBLIC , then enter your phone number.  If PM can locate your account, it will tell you the account status

if your account is there, not closed, you can try to login My Account.  You can try Reset Password link there of you have problem with the password.  Or you can also open ticket with PM support for help 

1.  Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗" 

2. if you have problem with Chatbot: Private message CS Agent at:    

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 to you there

[BKNS27]

@Reddon 

What is the notice showing on your computer?

You can dial 611 for the status of your account.