can't login

[jefferyhodgins]

My email address isn't being recognized and I'm alittle upset need help asap had to create this alternate email too talk with you guys please help me.

[hTideGnow]

@jefferyhodgins   is your service still working and you can make calls without issue?  I just hope it is not closed for non-payment for over 90 days.

If you  still need to open a ticket with PM to reset the credentials, please do so with Chatbot on the lower right. This can help you to get to the ticket opening  page quicker:

type: Forgot log in information
Click "Contact Us"
Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket successfully opened, keep checking your Community inbox (envelope icon on top right)  CS Agent will communicate with you there

[Anonymous]

@jefferyhodgins 

you have to Contact Customer Support Agent by CS_Agent , and Explain your issue to 
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..

[esjliv]

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@jefferyhodgins wrote:

My email address isn't being recognized and I'm alittle upset need help asap had to create this alternate email too talk with you guys please help me.

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@jefferyhodgins 

Are your services working?

If you were able to log into Self Serve account previously with the same email, but now you cannot, I may be concerned about fraudulent activity on our account.

What does it say if you call 611?

It is true that to communicate in the Public Mobile Community forum you need a whole separate account than from the Self Serve account - they are each their own sets of logins.

Have you ever created a Self Serve account? If not, you can do that here: https://selfserve.publicmobile.ca/self-registration/

After 90 days of suspended/non-payment status, your account will be permanently deactivated, which means you will:

1-Lose access to your phone number (and Self Serve account), any rewards or Available Funds balance that was in your account at time of suspension, and won’t be able to transfer the phone number to a new provider in the future.

2-Need a new Public Mobile SIM card if you decide to activate a new Public Mobile account.

[darlicious]

@jefferyhodgins 

Have you tried:

1. Clear your browser and/or use a different one.
2. Reboot your device.
3. Use secret/incognito mode.
4. Firefox, chrome, safari or edge work best.
5. Change devices.

[t_p]

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@jefferyhodgins wrote:

I've been using public mobile for almost a year and never had a problem just today when I went to login says my email is wrong or password so I try to reset password and I can't says my email is wrong

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@jefferyhodgins 

In case you haven't heard back from CS yet, maybe you can try logging in with another browser/incognito mode.

[jefferyhodgins]

Thanks

[computergeek541 · Accepted solution]

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@jefferyhodgins wrote:

I've been using public mobile for almost a year and never had a problem just today when I went to login says my email is wrong or password so I try to reset password and I can't says my email is wrong

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Please proceed to https://widget.telus.tiia.ai/publicmobile/publicmobile.html and once there, type "forgot security question answer". This will allow you to contact a Public Mobile customer support agent.

[jefferyhodgins]

I've been using public mobile for almost a year and never had a problem just today when I went to login says my email is wrong or password so I try to reset password and I can't says my email is wrong

[computergeek541]

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@jefferyhodgins wrote:

My email address isn't being recognized and I'm alittle upset need help asap had to create this alternate email too talk with you guys please help me.

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I'm confused as to why a new e-mail addres needed to be created.  Any e-mail address can be used when creating a Community account, and it's unrelated to your Self Serve accoung login.

As for your Self Serve account, are you a new customer?  Did you activate at a store or did you activate at home?   Also, have you activated your service? During activation, there is a limit on the number of characters in the e-mail address. If you have a particularly long e-mail address, you'll need to use on that has less characters.