password reset

[Kalapati]

Greetings,

I've forgotten password and security answers to my account. How do I reset my password. 

Thanks

Khadija

[BKNS27]

@esjliv 

Thanks my bad.

[esjliv]

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@BKNS27 wrote:

@Kalapati 

Use your email address to login to your Self Serve account then click on Forgot Password.

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Hi @BKNS27  - OP said they forgot their security questions, which they need to answer correctly after selecting 'Forgot My Password'. So, this method can not currently work for them.

[BKNS27]

@Kalapati 

Use your email address to login to your Self Serve account then click on Forgot Password.

[esjliv]

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@Kalapati wrote:

@esjliv, Thank you for your quick response. faster method is asking me to login in to the account. I'm not able to log in to the account since I forgot my password. Is there any other way to get help quick?

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Hi @Kalapati  - the faster method is probably asking you for your Community username and login. 

Sorry, there is no other way quicker other than submitting a ticket to CSA for this particular request. But CSA can be very quick sometimes. So best to get the ticket in when you can.

And yes, if SIMon Chatbot is causing you issues, you can use method 2, which is the private message to CSA...as @Spudster reiterated, thanks Spudster (😉).

This way can also be quick, depending how quickly a CSA picks up your message.

[Spudster]

Yes @Kalapati 

Send a private message to the Customer Support Agent by clicking here

As all support is online, you'll have to await their reply.  You'll see that in the envelope icon upper right while logged into your Community account.

[Kalapati]

@esjliv, Thank you for your quick response. faster method is asking me to login in to the account. I'm not able to log in to the account since I forgot my password. Is there any other way to get help quick?

[esjliv]

@Kalapati  - in case you are currently in a nonpay/suspended status...note that, after 90 days in nonpay/suspended status you lose your phone number, account, and access to Self Serve.

Otherwise, contact CSA for help as already posted.

[esjliv]

@Kalapati if the Forgot your password is not working for you, then you will need customer support assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Contact Public Mobile Representatives (CSA) by submitting a message(ticket) to them here: 

Private Message to Public Mobile Customer Support Agents (CSA)

[Spudster · Accepted solution]

You need to contact customer support @Kalapati 

Customer Support Agents can help.  There are 2 ways to reach them:

1. Create a support ticket by clicking  here , then type Support Ticket, then select Contact Us, then select the topic that more closely matches your request.  Then click  Click here to submit a ticket , or,
2. Send a private message to them by clicking here  

You’ll see their reply in your Community private mailbox in the envelope to the left of your avatar.