Reset password

[Jj6]

i am trying to reset my password and have been locked out. I know the security question and it keeps saying it will send me an email with directions but never does. Yes I have checked my spam folder.

[gpixel]

@Jj6 are you using Outlook? check your "others" folder or tab to see if it's there

[darlicious]

@Jj6 

If you choose to send a private message put " unable to recieve password reset" in the subject line and include the following in a detailed message:

1. Full name and address on your account 

2. Email, pin # and phone #.

If you don't remember your pin # include at least 3 of the following:

1. Last payment, amount, date, type and last 4 digits.
2. Alternate phone # if any.
3. Date of birth.
4. Plan amount, recent changes, any add ons on account.
5. Security question and answer. 
6. Frequently called/texted numbers.

Keep an eye on the envelope icon next to your avatar at the top right corner of your screen for a little number to pop up indicating a message from the moderators. Responding promptly to messages will speed up service times. Wait times average 2 to 4 hours up to 48 hours for non urgent requests. If you include all of the info and request the moderators to change your password for a temporary one they will be able to fulfill your request without anymore messages from you. The next message you get will likely tell you they have performed the temporary password change. If so ask for a review link if you would like to rate the customer service you have recieved.

[JoyLuck · Accepted solution]

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@etu wrote:

I'm having the same problem as well so I called *611 but there was no option regarding your account.

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Here’s  how to contact the Moderator Team (Public Mobile representative):

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. https://publicmobile.ca.ada.support/chat/
• Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

[darlicious]

Holy kittens first I'm thwarted by @computergeek541 s impeccable timing in moving threads that for the life if me can't find now so i finish responding to @Jj6 and I get this message with no chance to copy and paste!

This is a new one!

@Jj6  Give me another 15 minutes and I'll rewrite it for the third time!

[etu]

I'm having the same problem as well so I called *611 but there was no option regarding your account.

[esjliv]

Hi @Jj6 ,

As @Anonymous mentions, moderators will need to be engaged here.

To contact the Public Mobile Moderator_Team, there are two ways to reach them:

1-Click the question mark on the bottom right hand side of your screen to talk to SIMon the chat bot or link: https://publicmobile.ca.ada.support/chat/

(if after clicking this you get an option to: Ignore OR Go to PublicMobile.ca – HIT THE “Ignore” option)

OR

2-Contact the Moderator_Team via private message using this link:

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

[Anonymous]

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@Jj6 wrote:

i am trying to reset my password and have been locked out. I know the security question and it keeps saying it will send me an email with directions but never does. Yes I have checked my spam folder.

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Clearly this has trended as a problem for the day. Jeez they fiddle one thing then break another.

All you can do is contact the moderators.