Sorry, your login attempt failed. Please try again

[SmittenKitten86]

My husband and I cannot sign in to our Self-Serve accounts.

I changed my password thinking that that could be the problem. I tried to login with my new password and got the same 'Sorry, your login attempt failed. Please try again' error message. We haven't signed in in a while but our accounts are active. We use auto-pay. What could be the problem?

[SmittenKitten86]

oooh... I'm going to try this 😊

[RosieR · Accepted solution]

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@SmittenKitten86 wrote:

My husband and I cannot sign in to our Self-Serve accounts.

I changed my password thinking that that could be the problem. I tried to login with my new password and got the same 'Sorry, your login attempt failed. Please try again' error message. We haven't signed in in a while but our accounts are active. We use auto-pay. What could be the problem?

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Hi @SmittenKitten86 when you changed your password, did you get confirmation message that your password had been changed?  The message specifically said:

"Note that before you will connect with your new credentials you will need to clear the cache & cookies on your device. https://bit.ly/2AYhY2a "

Did you follow this?  I'm asking because I recently changed my password and I ignored the note and it caused me grief.  ☹️  Good luck!

[JoyLuck]

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@SmittenKitten86 wrote:

Cannot login in. I even changed my password

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Did you try the Forgot your password link? 

Clear your browser cache/history/cookies. Close browser and open a new browser in incognito/private mode. Also, you can try a different browser.

Contact a moderator if you still cannot log into self service.

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

• 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. Choose the chat bubble in the lower right hand corner and follow the prompts.

• 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.

[SmittenKitten86]

Cannot login in. I even changed my password

[gpixel]

@SmittenKitten86 open your browser in incognito or private mode and try the new password again

contact customer support mods if you're still having issues

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

make sure to check your inbox(top right corner envelope icon) periodically, for a response

[computergeek541]

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@SmittenKitten86 wrote:

My husband and I cannot sign in to our Self-Serve accounts.

I changed my password thinking that that could be the problem. I tried to login with my new password and got the same 'Sorry, your login attempt failed. Please try again' error message. We haven't signed in in a while but our accounts are active. We use auto-pay. What could be the problem?

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I know that you didn't actually forget the password, but I would first try the reset option at https://selfserve.publicmobile.ca/forgot-password/

If that doesn't work, please submit a ticket by going to:  https://publicmobile.ca/chatbot