Password reset link not working

[sthom01]

Hi,

I need a password reset on my PM account, but when I ask for a password reset link it takes hours to get the email and when I finally do, it tells me the reset link is already expired. Need to change the credit card info on my account ASAP and it seems that this is a common issue. Please help - 

@Moderator_Team

[Korth]

These comments do make sense, there are legal/privacy concerns and the way things work now was deliberately designed to protect customer (and company) interests.  So maybe my above advice was bad.

My understanding is that there's a credit card issue which needs to be fixed ASAP and there's a login/password issue which imposes delays that prevent the first issue from being resolved.  Most of us have little issue with the few minutes it takes to move beyond "I forgot my password" ... the OP seems to be obstructed by some kind of technical/email barrier which prevents login, so I suggested direct mod intervention might be the fastest option towards resolution.

[will13am]

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wrote:

My understanding was that Moderators do not have access to credit card "numbers".  I read this somewhere, maybe it has changed, maybe it has not.  Maybe I'm incorrect.

However, I still believe that entering this inoformation should be done by the customer as the system is designed to do this specificly.  

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I am think the same thing.  It may be policy rather than system restriction.  They can do everything a customer can do plus a lot more on their terminal.  Our moderators reside in Canada.  I would trust them a lot more than some off shore call centre. 

[stonechucker]

My understanding was that Moderators do not have access to credit card "numbers".  I read this somewhere, maybe it has changed, maybe it has not.  Maybe I'm incorrect.

However, I still believe that entering this inoformation should be done by the customer as the system is designed to do this specificly.  

[will13am]

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wrote:

Although the intent to help in the post 2 above this one is good, credit card info should never be posted even in a private message.  The customer should do this for personal security at all times themselves.

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Keeping personal information personal is the best policy always.  If the moderators had to be asked to process credit card information, I would not go so far as to taking all sorts of actions after the fact as if they can't be trusted.  How would it be any different if the moderators were working out of a traditional call centre and you had to provide personal information to set up an account. 

[stonechucker]

Although the intent to help in the post 2 above this one is good, credit card info should never be posted even in a private message.  The customer should do this for personal security at all times themselves.

[will13am]

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wrote:

@sthom01

I can't speak for the mods, but I think they'll be able to directly correct your main issue (change credit card number, or at least delete old credit card number) for you, probably faster than you could do it yourself if you have to first resolve lost-password delays.  One email resulting in human action would be faster than back-and-forth emails resulting in technical activities which ultimately result in human action.

The mods would need the new credit card number (and it's "secret" digits), of course, along with the old credit card number and PM account number and phone number and name and DOB and whatever else to confirm your identity.

You have to change this credit card "ASAP" ... but on the plus side, "ASAP" won't actually be an issue until your plan renewal/AutoPay date rolls around ... some 30 or 90 days after your last payment was invoiced on your old credit card ... so maybe you've still got a little breathing room.

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Please explain why you are going into so this?  The request was simply to do a password reset.  After account access is restored, there's every reason to believe that the customer can do the rest themselves.

[Korth]

@sthom01

I can't speak for the mods, but I think they'll be able to directly correct your main issue (change credit card number, or at least delete old credit card number) for you, probably faster than you could do it yourself if you have to first resolve lost-password delays.  One email resulting in human action would be faster than back-and-forth emails resulting in technical activities which ultimately result in human action.

The mods would need the new credit card number (and it's "secret" digits), of course, along with the old credit card number and PM account number and phone number and name and DOB and whatever else to confirm your identity.

You have to change this credit card "ASAP" ... but on the plus side, "ASAP" won't actually be an issue until your plan renewal/AutoPay date rolls around ... some 30 or 90 days after your last payment was invoiced on your old credit card ... so maybe you've still got a little breathing room.

[will13am]

@sthom01, please send a private message to the moderator team.  They will need one to assist with resetting your password.  The moderator team can be reached via private message using this link. Refer to the following link for information on contacting the moderator team.


http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Modera...