Password logging in issues

[KellyMo1]

My son has his own account with public mobile. He bought a new phone today but it wouldn’t let him log into public mobile. “Incorrect username or password” we’ve resent the password at least 3-4 times and it’s still saying the same thing. 
we can’t submit a ticket because he can’t log in. 

[KellyMo1]

He had an iPhone 12 we upgraded to a iPhone 15. 

[KellyMo1]

Yes, he has had his own public account and number for a few years now. 

[BKNS27]

@KellyMo1 

His email ID would be different from your email ID. 1 email/1 account so did use his registered email address?

[Chalupa_Batman]

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@KellyMo1 wrote:

My son has his own account with public mobile. He bought a new phone today but it wouldn’t let him log into public mobile. “Incorrect username or password” we’ve resent the password at least 3-4 times and it’s still saying the same thing. 
we can’t submit a ticket because he can’t log in. 

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One thing that wasn't said nor pointed out, does your son's old phone have an eSIM or a physical SIM card? If it's just a physical SIM card, it can be just transferred to the new phone and rebooted. On a side note, which phone did he purchase as not all phones work with PM.?

[softech · Accepted solution]

@KellyMo1 

Your son needs PM CS agent to help

Since he cannot login to submit ticket, he will need to setup a new Community account using another email and DO NOT link a phone number to it.   With the new Community account, he can then create an Expert Messaging ticket with this new account.  Please submit ticket using this link (Select Start a Chat to begin):
          https://expert-messaging.publicmobile.ca/guest/pre-chat
**You'll get email/SMS alert when agent replies. or monitor here: https://expert-messaging.publicmobile.ca/message-centre