cant get into my other account

[glentlaycock]

cant get into other account to update credit card, the password wont work and neither will the security guestions

[darlicious]

@glentlaycock 

If you are pretty sure you know your password after waiting out the lock out try signing into your rewards account instead and carefully look at both of your login credentials. I have made a small typo in the email address and not noticed it and continue to type the correct password for it to continue to fail.....? The rewards login is easier to see what you are typing and allows you to see your password. The login credentials are the same as your self serve account so if you can sign in there you can sign into your self serve account. Otherwise if you cannot reset your password then contact customer support and put "password reset" in the subject line and leave a detailed message.

BTW...if you are on the old rewards program....DO NOT JOIN THE POINTS PROGRAM. Lol....seriously though....just don't.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[HALIMACS · Accepted solution]

@glentlaycock 

Try logging in from a completely different browser on a completely different device.  (For instance, if you were trying on desktop, try using a mobile device, and vice versa if you were trying on a mobile device.)

If none of these above options work, you will want to contact a customer support agent one of the following ways:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[esjliv]

@glentlaycock - if you had too many failed attempts, wait to try again after 15 minutes.

Before you do try again clear your browser's cache/cookies, or use a different browser. Opening a tab in incognito and logging in that way may help also.

When you do get in, go to the PAYMENT tab and see the bottom, left corner to change/update your card:

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

If this is not your situation, and still issues logging in after waiting, as CSA to assist. Two ways to contact them here:

https://www.publicmobile.ca/en/ns/get-help/articles/contact-an-agent