My wife's phone logged out

[Jc2015]

Hi. My wife's credit card has been compromised. She tried to login to her account but she accidentally put the wrong password 3x. Now her phone service has been logged out and she couldn't log in to update her auto payment credit card. Please help. She tried forget password few times and followed the instructions.....and still logged out and can't change password. It's been a week now. Please help!

[BKNS27]

@Jc2015 

Once the password was entered wrong several times. She can try again after 1 hour. Remember it is case sensitive so that might be the issue.

[Jc2015]

Thank you for the info. I will again tomorrow.

[hTideGnow]

hi @Jc2015 

just wait till tomorrow morning and try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

but if your plan has already expired or you need to pay it very soon, then buy a voucher from Shoppers drug mart or gas stations and then load the voucher using *611 or My Account

[eddieO · Accepted solution]

@Jc2015, 

You will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to: 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)