can't reset my password

[xuchen99]

I forgot my login info

and I try to reset my password, but page pop up failed to login when I double entered my email address to reset my password. 

[esjliv]

@xuchen99 

Too many failed attempts will temporary lock your account. So wait 15+ minutes to try again.

So you used this option - forgot your password: https://selfserve.publicmobile.ca/forgot-password/

Did you check your spam/junk email folder to receive the reset options?

OR, did it just error out?

OR, if you activated in-store, it is possible you never created a self serve account yet.

If so, you can register for one here: https://selfserve.publicmobile.ca/self-registration/

OR (I know lots of ors), are you a Current Customer with an active plan within 90 days?

If in nonpay/suspended status for over 90 days, then you lost your account, phone number and access to self serve.

OR (yes another one), are you thinking the self serve log in area is the same login credentials as the buying a Phone or SIM card login credentials. Because, these are two different login systems.

[Spudster]

@xuchen99 

If you use the "Forgot Password" can you receive a link to change the login credentials?

You'll need to know the answers to the security questions you originally created to proceed in that regard.

Try doing that after 30 minutes or so, and after clearing cache and cookies and using an incognito tab to access the self-serve site.

[softech · Accepted solution]

@xuchen99   Try to use another browser or use Incognito mode.

If still unable to reset , then seek help from PM Support :

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