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wandafarwell · ‎03-09-2022

I'm trying to change password I forgot and it says I am answering security question wrong but I am sure I know my mothers birth year. What do I do, I need to add on to my account

esjliv · ‎03-09-2022

@wandafarwell wrote:
I'm trying to change password I forgot and it says I am answering security question wrong but I am sure I know my mothers birth year. What do I do, I need to add on to my account

@wandafarwell - Solution: find out what your mother's birth year is.

Meow · ‎03-09-2022

The account might be only temporarily locked for an hour due to too many (5) attempts. You might want to wait an hour and try again.

If nothing works and even security question does not like your answer, you could try with different browser.

And while you are trying all these remedies contact agent to cut waiting times.

hTideGnow · ‎03-09-2022

Hi @wandafarwell If you already tried "Forgot Password", then PM CS Agent will come and help. Please open ticket with PM: Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

type: Forgot log in information
Click "Contact Us"
Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

dabr · ‎03-09-2022

@wandafarwell Submit a ticket via chatbot bubble bottom right of screen to customer support ask for a password reset which usually arrives within mins. Also check you email junk folder if you don't see the reset email.

It's possible you may have a typo when trying to answer the security question, I know I done that more than once so you could try again in about 10 minutes if you are absolutely certain of your answer.

Edit: here's a couple of links to the chatbot and private messaging to CS_Agent (if unable to use chatbot):

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

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