Tried changing password, it didn't work

[Dung]

Hello, 

I would like to be helped regarding my situation. I tried going into my Self Serve account and it did not work. I then tried changing the password two times and both times, it returned an error or an error had occured. Trying to sign in again doesn't work with the new password and it doesn't even indicate on the Sign In page that the password is wrong. So I don't really understand what is going on. Can you please help?

Sincerely.

[BKNS27]

@computergeek541 

Thanks for the update!

[computergeek541]

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@BKNS27 wrote:

@Dung 

Some PM members have a different password on this Community and their account. They are mixing up their password between the two.

If the password are the same for both then it shouldn’t be a problem.

Anyway, just contact a CS_Agent to help you access your account.

Otherwise, try again in an hour and try login to your account.

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The lockout is now 3 hours.

[BKNS27]

@Dung 

Some PM members have a different password on this Community and their account. They are mixing up their password between the two.

If the password are the same for both then it shouldn’t be a problem.

Anyway, just contact a CS_Agent to help you access your account.

Otherwise, try again in an hour and try login to your account.

[will13am]

The self serve account sometimes exhibits weird caching behaviors.  I suspect this might be the problem here.  Try clearing browser cache, redo the password reset that is if the CSAs have not resolved the problem already.

[MrSpock]

you may have to wait 3 hours then try forgot password if it doesn't work  you will need to open a ticket, to speak to a customer service agent    Click here or if you are having issues with Simon you can send private message to a CS Agent here:  https://bit.ly/2GGCJzH

[softech · Accepted solution]

@Dung   I always wonder if you need to wait a bit after changing the password before you can use it

Anyway, in your case,   you might need to open ticket with PM Support and they can sort it out for you

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there