Parents Locked out of their account and can’t post a message/ticket

[KyleJulius]

Hi all, my parents have been locked out due to entering the wrong password a number of times (at least the acts what we think it is). They are stressed, they rely on the phone and they are now out of minutes… 

they can’t log into community site with their eversafe credentials either, it gives them the error that they need to wait one hour. 

I messaged CSAgent through my app, and they said that they need to wait 3 hours. Also said that they can’t help without them messaging the agent (I can’t be the middle man).

here is the error they get: 

For your security, we lock login attempts after 5 tries. Here's what to do next:

- Please wait 3 hours for your account to become unlocked

- When your account is unlocked, please try resetting your password.

my questions:

1. How do they message the agent if they aren’t able to sign into the communities site due to being locked out? 

2. given that error, should they try reset their password after three hours lapses? Or, should they try log on, and then change their password?

3. If they tried to change their password, but then got a lockout error, did the password change take? 

Thanks all- they are older, and not super tech-savvy, hence me helping them. Thanks 

[Grinch]

If you cannot sign in. And it says to wait an hour and try again and you receive an email that says your account is locked……reset the password as per the given rules. Mine was like that for days with various lengths  of time in between tries. If reset takes…..you will get an email saying so…..then wait the hour or so and try the new password. It worked for me. 

[hTideGnow]

HI @KyleJulius 

yes, I would suggest them to just try to reset the password

And again, important thing is to use Incognito/private/secret mode to access PM site to initiate the reset and login after password is reset

for the new account, they just use that to open ticket to agent.  They still give the old email login and ask agent to fix the old login to accessing My Account

[KyleJulius]

Thank you- to confirm: do you suggest that, after 3 hours (or tomorrow) they try to reset the password straight away rather than try to login with the original credentials? 

Is it possible that one of the attempts to change the password worked, and they should try logging in with the new password?

good idea about creating a new community login- but if that login is not associated with the account, how would they authenticate? I just want this solved for them… 

[hTideGnow]

HI@KyleJulius 

wait 3 hours and try again, or if you are no rush, wait till tomorrow morning

if try to change password, please use Incognito/Private/secret mode on your browser to access PM site to request change password and login 

if nothing works, maybe ask them to create another Community account using another email and  submit a ticket with CS Agent here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437