Not receiving Forgot Password email

[bubba1777]

I dont remember my Public Mobile password, but when I follow the "Forgot Password" link it takes several hours to receive the email to actually reset the password. Then when I click on the link the page says that it has expired.

[SpikerHiker]

My girlfriend needs to update her payment info and has the exact same problem... She cannot remember her login password and when she tries to reset it she never receives the password reset message. She is not technical at all and I setup this community user name for her so I could deal with support. This is just ridiculous! She has emailed support several times with no reply. If this is not fixed within 24hrs i am switching her back to Virgin Mobile, end of story.

[Mary_M]

got it, I'll reply to her shortly 🙂 @BigML

[BigML]

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@Mary_M wrote:

I do understand @BigML and I sympathize with you. There definitely is an issue with the self-serve reset and the team has been working on finding a permanent fix. Can you please confirm her community username? 

thank you,

Mary

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It's BenMom

[Mary_M]

I do understand @BigML and I sympathize with you. There definitely is an issue with the self-serve reset and the team has been working on finding a permanent fix. Can you please confirm her community username? 

thank you,

Mary

[BigML]

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@Mary_M wrote:

Messages are replied to in the order received therefor we wouldn't be able to skip all other messages. However, I can assure you that someone will be on the case shortly - can you confirm her community username? 

@BigML

Thank you !

Mary

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My wife sent the private message hours ago by the way.  But obviously she seems to be still far at the end of the line.  Please just fix the self serve reset password function.  People complained over a year ago.  This is just BAD.

[BigML]

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@Mary_M wrote:

Messages are replied to in the order received therefor we wouldn't be able to skip all other messages. However, I can assure you that someone will be on the case shortly - can you confirm her community username? 

@BigML

Thank you !

Mary

---

I am not asking you to skip the line.  But this is exactly WHY i am saying that you should make this self serve reset password repair one of top priorities, so i, or anyone else, save all these typing and waiting and you do not have to deal with resetting password manually, and lastly save the PM reputation from getting worse.

[Mary_M]

Messages are replied to in the order received therefor we wouldn't be able to skip all other messages. However, I can assure you that someone will be on the case shortly - can you confirm her community username? 

@BigML

Thank you !

Mary

[BigML]

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@Mary_M wrote:

Hey @BigML,

thank you for taking the time to write back to us in regards to your self-serve password. I'm sorry to hear that you're still experiencing difficulty resetting your password - I agree that this is probably not ideal for our users and we do apologize. 

To get this fixed for you asap, can you please send us a private message including your details? We'll get this reset for you as soon as we can.

I look forward to hearing back from you,

Mary

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My wife has sent you a private message but no answer.  She cannot use the phone at all because you guys somehow messed up the pre registered credit card information.  She cannot do anything without the phone service.  Please respond to the message in a timely manner.  If you cannot respond in a timely manner, then get the self serve reset password working right away.  The service interruption with phone is as you probably know unacceptable.

[Mary_M]

Hey @BigML,

thank you for taking the time to write back to us in regards to your self-serve password. I'm sorry to hear that you're still experiencing difficulty resetting your password - I agree that this is probably not ideal for our users and we do apologize. 

To get this fixed for you asap, can you please send us a private message including your details? We'll get this reset for you as soon as we can.

I look forward to hearing back from you,

Mary

[pakmode]

If this issue still hasn't been fixed after a year that's not cool. 

[BigML]

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@CS_Agent wrote:

@Hey @bubba1777, 

I'm sorry to hear about this issue with your password reset email. 

If you send us a private message with your phone number and 4-digit PIN, I can reset the password for you 🙂 

You can click on this link to find out how to send us a private message. 

We'll be waiting for your message!

Saray

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Hi Saray,

This is not cool at all.

Public Mobile needs to fix the "reset password" functionality immediately.

Moderators do not respond fast to messages, and things like "reset password" should be a quick service.  
I just tried today, and I am not receiving any email to reset the password.  
The fact that no one has bothered to fix this functionality as of yet is just ridiculous.

Please have this fixed immediately and let us know.

[0x1337]

@bubba1777  for the future, I highly recommend using a password manager such as 1Password to store passwords such as this. It's a great way to avoid forgetting passwords. Moreover, you increase your account security (due to having different passwords for different accounts), can use this strategy for all online accounts, and can use stronger/harder passwords (doesn't even need to be English words since it's just text that you store).

[CS_Agent]

Hey @bubba1777, 

I'm sorry to hear about this issue with your password reset email. 

If you send us a private message with your phone number and 4-digit PIN, I can reset the password for you 🙂 

You can click on this link to find out how to send us a private message. 

We'll be waiting for your message!

Saray

[Luddite]

It's a bug that's been noted before. So, click this: message to moderators to send a private message to the moderator team with your phone number and an explanation. Watch for the reply as account resets are time sensitive.

[Raven_Jet]

That's strange, if it takes hours to get to your email. It must be getting stopped somewhere in transit. Some sort of virus scan perhaps?