Reset pass word and user name

[claudia3339]

Hi I cant remember my password and wish to change my user name. When trying to do so, it asks me to the answer of a security question. I dont know that either. How can I reset everything? I need to add a payment and unable to do so. 

Your attention to this is appreciated

[RosieR]

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@claudia3339 wrote:

She still has phone time, I wanted to make sure she had enough. Her building does not allow visitors because of COVID restrictions 

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@claudia3339 if your mother is on autopay, then just make sure her bank account is not empty.  

Also if you get access to your mother's account, Public Mobile is giving free gifts this December.  Make sure you get it for your mom.

• 2GB of free data
• 500 free international minutes
• Chance to win from a pool of $10,000 worth of gift cards

https://productioncommunity.publicmobile.ca/t5/Announcements/More-is-Merrier-is-back-Free-gifts-for-...

Season's greetings!  🎄🎄🎄

[Anonymous]

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@popping wrote:

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@claudia3339 wrote:

Thank you ! yes it did not go well with Simon

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Try telling SIMon "forget password and answer to security question".  It will not take you for the tour and give you "Contact Us" button right away.

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Yes but she needs to be able to answer verification questions. This thread turned out to be about her mothers account.

[popping]

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@claudia3339 wrote:

Thank you ! yes it did not go well with Simon

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Try telling SIMon "forget password and answer to security question".  It will not take you for the tour and give you "Contact Us" button right away.

[Anonymous]

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@claudia3339 wrote:

It asked so many questions which I did not have the answers to 

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Well...that's intentional security. Can't have just anybody getting access to peoples accounts.

Have a look at those two "remote" ways to pay I mentioned. You could buy a voucher and use the 1855 number or use Instant Top-up from anywhere (well...in Canada).

[claudia3339]

She still has phone time, I wanted to make sure she had enough. Her building does not allow visitors because of COVID restrictions 

[JoyLuck]

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@claudia3339 wrote:

It asked so many questions which I did not have the answers to 

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Use this private link:

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

[claudia3339]

This is what I was trying to do. This is why I needed to get in it

[claudia3339]

It asked so many questions which I did not have the answers to 

[claudia3339]

She has all of that. But it would have been easier for me to pay on line for her. With COVID

[Anonymous]

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@claudia3339 wrote:

Its not, I usually pay for my mon, its set up on her profile and comes out of her bank account directly.

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Sooo is her bank account empty? Did she get a new Visa Debit card?

You're going to need to know all the verification information to get access to the account.

Are you near your mother? Or is she far? You can look in her phone to if she has the PIN in it as a text message.

You can also use 18554public to get into the IVR (611) system. Then anybody from anywhere can redeem a voucher into the account.

The Instant Top-up just needs the phone number too.

Is the account active? Or did it suspend recently leaving your mother without service?

Edit: @RosieR : Visa/Mastercard Debit in effect take money from a bank account.

[RosieR]

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@claudia3339 wrote:

Its not, I usually pay for my mon, its set up on her profile and comes out of her bank account directly.

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Hi @claudia3339 I have never heard Public Mobile getting payment directly from a bank.  It's either you register a credit card for autopay or, paying manually using a pre-registered credit card or a Public Mobile voucher.  oooops forgot Visa Debit is also accepted.

Anyway, now that you have already contacted a moderator, expect a reply within 48 hrs (sometimes sooner).  Keep an eye on the envelope icon on top right of your screen for a number to pop up.  that would be the moderator's reply.

Season's greetings!  🎄🎄🎄

[JoyLuck]

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@claudia3339 wrote:

Its not, I usually pay for my mon, its set up on her profile and comes out of her bank account directly.

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Is your mom set up for autopay? If not you can put a credit card on the account and enable autopay. The renewals will come out automatically and you save $2.

[RossN]

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@claudia3339 wrote:

Thank you ! yes it did not go well with Simon

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@claudia3339  hi when talking with simon keep asking for password reset it will then generate a ticket with a moderator 

[claudia3339]

Its not, I usually pay for my mon, its set up on her profile and comes out of her bank account directly.

[claudia3339]

Thank you ! yes it did not go well with Simon

[claudia3339]

Thank you , this is my moms phone , she has no text option on her plan. She is 80 😶

[Luddite]

@claudia3339  Just another thought: get the TextNow (or Fongo) app while you're waiting for the moderators. They give free calling/texting while on wifi. It's also a good backup if you have a cellular service outage.

[Anonymous]

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@claudia3339 wrote:

Hi I cant remember my password and wish to change my user name. When trying to do so, it asks me to the answer of a security question. I dont know that either. How can I reset everything? I need to add a payment and unable to do so. 

Your attention to this is appreciated

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If you registered a payment card then you can use 611. But you need your PIN for that which you've also probably forgotten 🙂

You can buy vouchers online or in many stores and use 611. Or a few stores will do Instant Top-up.

Other than that, you'll need to contact the moderators to get everything reset.

Write it all down this time 🙂

Edit: criminy

[JoyLuck]

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@claudia3339 wrote:

Hi I cant remember my password and wish to change my user name. When trying to do so, it asks me to the answer of a security question. I dont know that either. How can I reset everything? I need to add a payment and unable to do so. 

Your attention to this is appreciated

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While waiting for the moderators can you call 611 from your phone to make a payment if your credit card is on file?

[Luddite]

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@claudia3339 wrote:

Hi I cant remember my password and wish to change my user name. When trying to do so, it asks me to the answer of a security question. I dont know that either. How can I reset everything? I need to add a payment and unable to do so. 

Your attention to this is appreciated

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You will need moderator assistance, so open a ticket; click on https://widget.telus.tiia.ai/publicmobile/publicmobile.html and enter your question in SIMon. Follow / invent the prompts until you reach the Contact Us button, click on it and a Submit Ticket button should appear. To confirm that your ticket has been submitted, check the SEND box in your private messages; click on the small envelope next to your avatar at the top right of your screen.

If you have problems submitting a ticket, you can also send a private message to the moderators, but this alternative contact method may have a longer response time. Click: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[cellphoneuser1]

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@claudia3339 wrote:

Hi I cant remember my password and wish to change my user name. When trying to do so, it asks me to the answer of a security question. I dont know that either. How can I reset everything? I need to add a payment and unable to do so. 

Your attention to this is appreciated

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Click on the SIMon bubble icon on the right side of the screen to open a ticket. A moderator can reset your password.

[RossN · Accepted solution]

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@claudia3339 wrote:

Hi I cant remember my password and wish to change my user name. When trying to do so, it asks me to the answer of a security question. I dont know that either. How can I reset everything? I need to add a payment and unable to do so. 

Your attention to this is appreciated

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@claudia3339 

 hi if you can't remember your password contact a moderator you can do so by clicking the chat bubble at the lower right corner,to avoid going around in circles with Simon say that you want a human to speak to, a ticket will then be generated briefly mention your issue 

 you should get a response between 2 to 48 hours a reply should show up in your little envelope in the top right corner, you can also  send a private message to the Moderators by clicking here.