Password reset says "You have 0 attempts remaining..."

[AlStu]

Not my phone (we are with PM), brother-in-law's phone. Their credit card was compromised, she changed her PM card info, tried to do his. Long story short, she couldn't get into the acct, asked for password reset, too many attempts, now says "You have 0 attempts remaining to validate the same code". Does the reset attempt counter reset itself? If so, when? ...or how?

BTW, can't use phone to validate because it is locked out. Shouldn't PM allow their own texts to go to clients for exactly this situation? Worthy of bug report?

[AlStu]

Good news - we finally reopened the account and paid it off so the phone is back working. The test was to see if the NHL scores came up (in July?) and they did. Case closed.

[AlStu]

Still locked out of acct. Waited several hours (was over 3, possibly 5-6?) for password reset counter to go back to 3 attempts allowed, then requested a reset email and waited and waited, never got an email. Tried couple more times, same [lack of] result. Did test the email and other emails are received, did try a private browser as suggested. This is the weekend so will try again on Monday in case there was a problem with PM sending emails. A temporary fix is to get a voucher and have 30 days to get back into the account. Again, thanks for the help.

[DJN]

thank you! priviate mode worked.

[Timer]

@DJN 

use browser from computer, clear cache and cookies and use one page inPrivate mode,

[DJN]

web page log in to account might be down, we are having trouble in our household trying to log in to accounts x 3

[AlStu]

Thanks all for the fast help. I will wait patiently another 2+ hours then log in [properly] and give her the new PW. We will use the vouchers as a last resort. Update to follow, soon.

[Timer]

@AlStu 

 if you need ASAP to make payment you can go to Shell Stations to purchase vouchers and add to your account by call 611

once connected press (1) then (1) again and enter the 12 digit PIN #,

Official list of retailers location sell vouchers:  https://www.publicmobile.ca/en/on/payment-voucher

until you fix it the Reset Password with support.

[Meow]

It takes few hours for password counter to reset.

But if you did not get it right in first attempt trying multiple passwords it is better to contact agent for assistance so they can set correct one.

[RossN · Accepted solution]

Hi it takes 3 hours to reset if to doesn’t work 

 contact a cs agent so they can reset your email

1.  you can open a ticket through Simon here https://publicmobile.ca/chatbot.

2. alternatively you can private message them here

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

check your community envelope for a reply