My email is no longer exist

[MariaK14]

Hello, my email doesnt exist anymore, and I dont remember the password to my account. How can I change my email to new?

[HALIMACS]

Haven't tried a Safari browser @LitlLdy , but i can next time i may need to contact support, which is few and far between.

Nothing else worked for me.   In all cases, I try by using the SIMon chatbot bubble and in all cases, I get the same error message.

To me, that's a sign of a continuing problem as it should work the majority of time in all browsers/configurations.

Contacting support should be seamless for customers, as the Private Message function has been for many.

[LitlLdy]

@HALIMACS , submitting a support ticket through the chatbot is working for me! This is the second time I have successfully submitted a support ticket through it since it was fixed a couple days ago!

Just incase it matters: I am using a Safari browser in incognito/private setting on my iPad.

[HALIMACS]

Please see my edit, @computergeek541 

I got this, as I have before, but never prior to the 'new' rollout last year.

[computergeek541]

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@HALIMACS wrote:

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@computergeek541 wrote:

@Meow @LitlLdy @HALIMACS 

Please direct all customers to use the chatbot to open all tickets through  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Private messages should no longer be used for the initial contact and will actually cause the customer to receive slower service.

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Are you implying the chatbot method now functions reliably @computergeek541 ?   If so, that's great!

Though I haven't tried in many weeks, the few times I have over the past year or so results in constant error messages.

Is it fixed?

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Yes, it has been fixed.

[HALIMACS]

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@computergeek541 wrote:

@Meow @LitlLdy @HALIMACS 

Please direct all customers to use the chatbot to open all tickets through  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Private messages should no longer be used for the initial contact and will actually cause the customer to receive slower service.

---

Are you implying the chatbot method now functions reliably @computergeek541 ?   If so, that's great!

Though I haven't tried in many weeks, the few times I have over the past year or so results in constant error messages.

Is it fixed?

EDIT:   tried again, got this below.   Either I'm doing something incorrect, or it's not fixed.   Does accessing customer support only work certain ways?   I'm trying through desktop.

[computergeek541]

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@Meow wrote:

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@computergeek541 wrote:

Please direct all customers to use the chatbot to open all tickets through  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

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Should we mention at all personal mail to agent?

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All tickets should be going through the chatbot whenever possible. Customers shouldn't be given a choice as two options provides mixed signals and could actually confuse people more.

[LitlLdy]

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@computergeek541 wrote:

A ticket can be submitted without needing to log into the Self Serve account. There's actually a specific option for that in the prompts.

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@computergeek541 , thank you. I didn’t see it. I appreciate you letting us know. I will always send them to submit a support ticket through the chatbot/virtual assistant from now on. I knew it was working due to I used it but I didn’t realize we that we could without access to our accounts. Now I know 😊

Edit: Typo

[computergeek541]

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@LitlLdy wrote:

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@computergeek541 wrote:

@Meow @LitlLdy @HALIMACS 

Please direct all customers to use the chatbot to open all tickets through  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Private messages should no longer be used for the initial contact and will actually cause the customer to receive slower service.

---

@computergeek541 , I would have but where @MariaK14 is not able to sign into account I thought wouldn’t be able to submit the ticket using the chatbot/virtual assistant so I provided the alternative method. If it works to submit a support ticket through the chatbot/virtual assistant without being able to sign into the account I will suggest submitting a support ticket through it. Are we able to? If so I apologize.

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A ticket can be submitted without needing to log into the Self Serve account. There's actually a specific option for that in the prompts.

[Meow]

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@computergeek541 wrote:

Please direct all customers to use the chatbot to open all tickets through  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

---

Should we mention at all personal mail to agent?

[LitlLdy]

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@computergeek541 wrote:

@Meow @LitlLdy @HALIMACS 

Please direct all customers to use the chatbot to open all tickets through  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Private messages should no longer be used for the initial contact and will actually cause the customer to receive slower service.

---

@computergeek541 , I would have but where @MariaK14 is not able to sign into account I thought wouldn’t be able to submit the ticket using the chatbot/virtual assistant so I provided the alternative method. If it works to submit a support ticket through the chatbot/virtual assistant without being able to sign into the account I will suggest submitting a support ticket through it. Are we able to? If so I apologize.

[computergeek541]

@Meow @LitlLdy @HALIMACS 

Please direct all customers to use the chatbot to open all tickets through  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Private messages should no longer be used for the initial contact and will actually cause the customer to receive slower service.

[HALIMACS]

@TheSterlinger 

OP cannot remember login credentials and if they use forgot password option it’ll go to an email that they no longer use

@MariaK14 

For this, you’ll need to contact the customer support agents, who can update your account email address.

To contact a Customer Support Agent, send a private message to the Customer Support Agents by clicking here 

You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[LitlLdy]

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@MariaK14 wrote:

Hello, my email doesnt exist anymore, and I dont remember the password to my account. How can I change my email to new?

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@MariaK14 , normally we would suggest to sign into your account to change your email address to the correct one but due to not remembering your password I suggest sending a message to CS_Agent to change your email address on your account for you and to reset your password for you.

Once you are able to sign into your account you can change your password to one that you are able to remember. While there write down (in a safe secure place) the information on the account: full name, address, email address, account #, pin #, password and anything else that you may be asked for in the future. I do this incase I make a mistake or forget something.

You can  Click here to submit a ticket  through the chatbot/virtual assistant. “This method uses the ticketing system for a faster response time”.

A CS_Agent will respond back in your Community mailbox (envelope icon) at the top right of this page to the left of your community avatar on your computer or by clicking on your avatar on your device.

Edited: To fix info

[Meow]

If you cannot access your account contact agent to change your password and update your email.

If opening a ticket does not work very first time, contact agent directly: send a private message to the CSA - agent by clicking (Ctrl+) Here

[TheSterlinger]

Submit a ticket to a Public Mobile CS agent with as much information you have.

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