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Password reset page asking for old password (self-serve)

nbnb
Great Neighbour / Super Voisin

Hi,

I am trying to reset the password to my self-serve account. I know the answer to my security question, and I have been able to receive the email with the link to reset this password. However, when I click the link sent to my email, it takes me to a Public Mobile page asking for both my old password and new password. Of course, I don't my old password - what can I do?

Thank you.

5 REPLIES 5

esjliv
Mayor / Maire

@nbnb wrote:

I've attached a screenshot of the page I'm getting below.

ss_001.png


Good thinking @BKNS27 , but I think this is the self serve one when I compare them.

 

@nbnb  - So weird and illogical.

I just did it, and it did not have that extra field.

esjliv_0-1655948788591.png

 

Did it work after trying it again? Maybe copy and paste that link and try it in a different browser to open it.

 

If you still cannot get the correct screen ask CSA for help. Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

 

 

BKNS27
Mayor / Maire

@nbnb 

Strange, this could be for changing the password on this Community page?

The CS_Agent normally send you a verification code through text to change the password on your account.

 

dust2dust
Mayor / Maire

Have you tried re-triggering the email and getting a new link? It might have to wait a period of time.

nbnb
Great Neighbour / Super Voisin

I've attached a screenshot of the page I'm getting below.

ss_001.png

dust2dust
Mayor / Maire

Odd. I get new password, confirm new password.

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