cannot login, cannot reset password

[reemaz]

my service has been autopaid every month for years and a few days ago, I found out my number is not in service. I cannot login at all...the message i get is login attempt failed so I tried to reset my password with no success and the same error message. I'm not sure what to do bc I cannot get in touch with a human and Simon the autobot is of no help. Somebody please help me??

[darlicious]

@reemaz 

If you have an issue after applying a manual payment and your service does not reactivate immediately then suspend your service briefly via lost/stolen. Log out/in. Resume your service.

If your service reactivated and is working but your account still shows expired/suspended (but your data and/or minute counters reset and your 30 day plan and minute/data amount is shown in your transaction history with today's date) dont worry about that as the system will update/fix itself in a few hours to show active status.

[t_p]

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@reemaz wrote:

my service has been autopaid every month for years and a few days ago, I found out my number is not in service. I cannot login at all...the message i get is login attempt failed so I tried to reset my password with no success and the same error message. I'm not sure what to do bc I cannot get in touch with a human and Simon the autobot is of no help. Somebody please help me??

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@reemaz 

If you still want to contact CS, do it this way:

Spoiler

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

[reemaz]

thank you sooooo much

[darlicious]

@reemaz 

Is it possible your account has not been paid for more than 90 days? Check on the status of your account by dialing 611 from your phone. If you are unable to do so  try calling 1 855 4PUBLIC and entering your 10 digit phone number to get your account status.

If you get the message "we cannot find your phone number" then your account has been canceled and deactivated. If you get the message that your account is suspended then you need to make a manual top up payment to cover your plan and reactivate your service.

[hTideGnow · Accepted solution]

@reemaz   you tried Forgot passowrd and failed?

use Chatbot to get contact with PM

Follow the steps below and you can get to the ticket open screen quicker

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

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

[Anonymous]

 @reemaz : What is the result of calling 611?

[Anonymous]

@reemaz 

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try open Browser incognito mode,

you can try Forgot your password visit Here link, and enter your email address,

or you need 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 them 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 CSA,Click Here link,

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,

• please include in your message,
• account number, 
• phone number,
• account 4 digit pin,

• 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..