Password wont change, can not login

[alamgir99]

I have two account under two email address. One for me, the other for wife.

The second got it payment info expired, and service suspended. Need to access the self-serve portal to update the payment info.

Did a reset password, put in new passwords. It says password changed. Still the password wont let me in.

@CS_Agent  Need help please.

The account is associated with alamgir99.......

Thanks.

[alamgir99]

Mods couldn't/wouldn't help because the info on file apparently didn't match with what I have provided to authenticate. 

So, I topped it up using the ding service to bring it alive. Then searched my emails and found that

- the login name is my wife's email

- but all 'forgot your password' emails kept coming to me. Strange? Yes!

- the link in the email wont work, until I used a different browser with no login history!

Learned a lot today 😄

Thanks everyone and have a great weekend.

[Luddite · Accepted solution]

@alamgir99 If you want to make the payment asap withile awaiting moderator response, you could buy a voucher and add it to the account by dialing 611 from her phone.

Voucher locations: https://www.publicmobile.ca/en/on/store-locator

Vouchers on-line: recharge.com , https://www.ding.com

Detailed instructions to add a voucher from your phone: https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352/highlight/t...

She could also make calls/texts over wifi with either Fongo or Textnow. I use Fongo as my backup.

[alamgir99]

Didn't work. Just PMed the mods. Let's see.

[gblackma]

@alamgir99 you have to contact them. Use this private message link to contact them directly 

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

Ask them for a temporary password. Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there. Once it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue.
If you need to, you can also enable email notification to receive a private message notification sent to your email. Go to your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

Stay safe 

[will13am]

@alamgir99 , the moderator team can be reached via private message using smartforms which is initiated by clicking on the ? on the lower right corner of the webpage or try using this link. The guided process will facilitate documentation of the issue or concern and the required resolution which will be submitted to the moderator team. Refer to this announcement link for additional details on smartforms and the ticketing system for moderator team interactions. If use of smartform brings no joy, then use the following direct link to private message the moderator team. Refer to the following knowledge base article for additional information on the moderator team.  Good luck.

[RossN]

@alamgir99 Hello try wiping out your cache then reboot your computer and try incognito mode with Chrome