Self serve

[riadc]

I have been locked out from my account, and I did what Simone told me to do, but nothing worked. And they showed I should contact the admin but I don't know how to do that can someone help me with that.

Thank you.

[computergeek541]

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@hTideGnow wrote:

@riadc   

It probably just a one hour temp. lock at the moment., you can wait an hour and try again. 

Lockout from incorrect password attempts actually lasts 15 minutes. The error message displayed on he Self Serve website is an exaggeration.

[Anonymous]

@riadc 

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try open Browser incognito mode,

you can try Forgot your password visit Here link, and enter your email address,

or Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice Service Team they will help you 100%.

 and they will reset for you,

Here’s How To Contact Customer Support Agent by CS_Agent,

• 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 Customer Support Agent by CS_Agent,Click Here link,to get started.

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number, 
  
• your phone number,
• your account 4 digit pin,
• your Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck...

[computergeek541]

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@riadc wrote:

I have been locked out from my account, and I did what Simone told me to do, but nothing worked. And they showed I should contact the admin but I don't know how to do that can someone help me with that.

Proceed to https://widget.telus.tiia.ai/publicmobile/publicmobile.html and type "forgot security question answer".

[hTideGnow · Accepted solution]

@riadc   

It probably just a one hour temp. lock at the moment., you can wait an hour and try again. 

If you really cannot login , try using Forgot Password link.  Yuu will need to enter the correct email address and then answer the security question.

if you are still unable to reset password that way, use Chatbot to open a ticket with PM to have this sorted out

type: Change username
Click " Forgot Self-Serve Email"
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

One reminder, make sure the email used in Community here and used in Self-Serve My Account are the same so you can earn Community Reward every month