Unable to reset password on account

[ClareSharpe]

Hi everyone - hoping you can help me.

I've forgotten my password for my account (but still know my PIN, my account # with Public Mobile etc).I can't reset my password because when I enter my email information into the fields it comes back saying 'email not verified' (this despite the fact Public Mobile has used that email address to contact me).

I've had several tries today, using different permutations of my usual passwords, with no success. I think I've been locked out of my account.

How please can I get help setting up a new password and getting into my account ?

[benfatto]

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@ClareSharpe wrote:

I've sent a private message.

Thank you for your help.

I am wondering how long it is likely to take to get a response, please?

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@ClareSharpe Response time is advertised as 2 - 48 hrs. 

[geopublic]

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@ClareSharpe wrote:

I have tried that but unfortunately it seems to think I have an account set up.

I just can't get in to it.

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@ClareSharpe  More than likely you have already setup your account but there must have been a typo when you originally entered your email or you used an alias if it can't verify your email address.

You  will need to wait for the moderator to reset your username to the correct email.

[treefrog]

Is a moderator response times have been a little slower lately. Between 2 and 8 hours depending on the urgency of your request but they've been quite quick once they contact you to be available to help with your problem.

[hairbag1]

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@ClareSharpe wrote:

I'm not sure what the 611 service is?

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You can dial 611 to get status of your account, make payment and/ or purchase add-ons.

Give it a try using your cell phone.

[ClareSharpe]

I have tried that but unfortunately it seems to think I have an account set up.

I just can't get in to it.

[geopublic]

@ClareSharpe  Did you activate your sim at a retail location? If yes, then you need to create a selfserve account by clicking below:

https://selfserve.publicmobile.ca/self-registration/

[ClareSharpe]

I'm not sure what the 611 service is?

[Anonymous]

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@ClareSharpe wrote:

I've sent a private message.

Thank you for your help.

I am wondering how long it is likely to take to get a response, please?

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I edited my post above.

Response times vary. If you had made a "ticket" then it might be faster. Sending via private message _may_ be slower.

[ClareSharpe]

Thank you for your help

[ClareSharpe]

I've sent a private message.

Thank you for your help.

I am wondering how long it is likely to take to get a response, please?

[Anonymous]

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@ClareSharpe wrote:

All are working.

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Good. Just making sure. Then see post from JoyLuck.

Edit: oh...what are you trying to do that you need into your account? You can do a few things in that 611 service.

[ClareSharpe]

All are working.

[Anonymous]

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@ClareSharpe wrote:

Hi there -

I think my services are working. 

How can I check?

Thanks 

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Calls in/out? Texts in/out? Internet?

[JoyLuck · Accepted solution]

@ClareSharpe 

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. Click here to get started.
• 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.

[ClareSharpe]

Hi there -

I think my services are working. 

How can I check?

Thanks 

[Anonymous]

Are your services working?