HI @Bagzz1025 for some reset , resetting password and unable to get back in is a very common problem. Don't know why but it is what it is.
Open a ticket with PM CS Agent and have them to reset it for you. That usually has no problem.
To open a ticket with PM CS Agent. Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:
Once ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent
If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):