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Unable to access account to change credit card number

lorraineblows
Great Neighbour / Super Voisin

Impossible to get a hold of anyone or anything to update a credit card tied to my account.

Have been locked out of account as forgot password.

How does one reset access to account?

1 ACCEPTED SOLUTION

Accepted Solutions

dabr
Mayor / Maire

@lorraineblows   If you've forgotten the password then you need customer support to reset it.  Submit a ticket via the chatbot and ask for a password reset and if you're unable to submit a ticket then send a private message to CS_Agent with the following links:

 

Chatbot:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

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

View solution in original post

4 REPLIES 4

HALIMACS
Mayor / Maire

@lorraineblows 

 

Wait half an hour, clear cache and cookies, open an incognito tab, then try again.

 

Then,  do this:

 

  1. Sign onto your self serve account.
  2. Click payment tab from your self-serve landing page.
  3. Click manage my card on bottom left side.

 

 

HALIMACS_0-1649899742253.jpeg

 

 

dabr
Mayor / Maire

@lorraineblows   If you've forgotten the password then you need customer support to reset it.  Submit a ticket via the chatbot and ask for a password reset and if you're unable to submit a ticket then send a private message to CS_Agent with the following links:

 

Chatbot:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

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

lorraineblows
Great Neighbour / Super Voisin

Hey thanks for your answer.

The issue is I do not remember my password & it does not allow me to reset as sadly I also forgot my security questions. The account has been on autopay for years now & I never had to log into it.

HI @lorraineblows   if you cannot remember the answer to the security question, you will have to open a ticket with PM CS Agent at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

 

  1. type: "Forgot log in information"
  2. Then Click "Contact Us"
  3. Finally Click "Click here to submit a ticket"
  4. you will then direct to another page to open ticket.

    Once ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

 

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):


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