Need to reset password but the attached email is not being recognized

[waranthamil]

Hello, I need to access my self-serve however my password is not working, when I try to go to "forgot your password" the email I used to register is coming up with "ForgotPassword/OldPasswordNotValidContactAdmin". Please let me know my next step

[t_p]

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@waranthamil wrote:

Hello, I need to access my self-serve however my password is not working, when I try to go to "forgot your password" the email I used to register is coming up with "ForgotPassword/OldPasswordNotValidContactAdmin". Please let me know my next step

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@waranthamil 

If you can't make it work, contact CS:

Spoiler

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

[softech]

@waranthamil   You have reset your password once last year.. yes, it was long time.  Any chance you wrote down the password then?

[esjliv]

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@waranthamil wrote:

Hello, I need to access my self-serve however my password is not working, when I try to go to "forgot your password" the email I used to register is coming up with "ForgotPassword/OldPasswordNotValidContactAdmin". Please let me know my next step

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@waranthamil 

Is your account is currently in suspended/nonpay status?

After 90 days of suspended/non-payment status, your account will be permanently deactivated, which means you will:

1-Lose access to your phone number (and Self Serve account), any rewards or Available Funds balance that was in your account at time of suspension, and won’t be able to transfer the phone number to a new provider in the future.

2-Need a new Public Mobile SIM card if you decide to activate a new Public Mobile account.

[Anonymous]

@waranthamil 

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try open Browser incognito mode,

you can try Forgot your password visit Here link, and enter your email address,

or you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
they can solve your issue, they are nice Service Team they will help you 100%.

and them will reset for you,

Here’s How To Contact Customer Support Agent by CS_Agent,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to CSA,Click Here link,

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
• your account number, 
• your phone number,
• your account 4 digit pin,
• your Email address, 

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck..

[Meow]

Be aware that after 5 attempts your account will be locked for about an hour.

If you cannot log in and are 100% sure email you provided is correct, try different browser; clear cache; try in incognito mode (one by one).

[Anonymous]

 @waranthamil : Try another browser or use incognito mode. See what happens.