Password not recognized - need to update credit card information

[gpkeeshonds]

PLEASE HELP...my wife needs to update her credit card information and she cannot get into her account due to password issues.  Her service has suspended because of this...frustrated because to get into community on her account she needs her PASSWORD! She's tried to update but it will not let her.  

Please help!

[gpkeeshonds]

Yes...it's in the process of getting fixed.  Thanks for reply though.

[esjliv]

@gpkeeshonds

Did she try the Forgot your password option to reset it, found here: https://selfserve.publicmobile.ca/forgot-password/

Or, if your wife activated in-store, it is possible a self serve account was never activated.

If not you can register for one here:

https://selfserve.publicmobile.ca/self-registration/

If you have created a self serve account and you are having issues logging in, try clearing your browser's cache, or try a different browser or device. Opening a tab in incognito mode may help as well.

Also, too many failed attempts may temporarily lock your account access. So wait 15+ minutes before you try again.

Otherwise, see @dabr's  post.

[gpkeeshonds]

thank you we'll try one of these ways.

[dabr · Accepted solution]

@gpkeeshonds   She'll need to submit a ticket to customer support via chatbot to get her password reset.  Try this link for the chatbot:  https://www.publicmobile.ca/en/on/get-help

Meanwhile she could purchase a voucher from Canadian Tire, SDM, London Drugs or a gas station like Shell and load the funds by dialing 611 on her phone to get her service activated.

edit:  BTW, if she has problems submitting a ticket, then she should send a private message to CS_Agent via this link:   https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437