resetting my password.

[aero12]

good evening, 

I am trying to sign on to my self service but I have forgot my password. I tried to ask for a link to change my password but it doesnt work. It states my account is locked. 

Honestly it has probably been about 6 months or so since I have signed onto my self service so I dont know if that has something to do with it. 

I need to get this fixed so I can move on. 

Thanks 

[computergeek541]

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@maybucknell wrote:

I’m forget my password I need help to restating my password my account 

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First try https://selfserve.publicmobile.ca/forgot-password/ for the regular password reset option.

If that doesn't work, you'll need to open ticket by going to https://publicmobile.ca.ada.support/chat/

[maybucknell]

I’m forget my password I need help to restating my password my account 

[_Naren]

It says your account is locked because you might have entered the incorrect password more than the said limit. And there is problem with their forget password system which sends you a password reset email after a few hours. So you gotta have an eye out for it when it reaches the inbox because the link usually expires in an hour or two. Good Luck!!

[aero12]

I have been able to reset my password.

Thanks for all the help. At the end I just needed to wait for my account to be unlocked. I was able to ask for a new password and the reset link worked on the first try. 

I think i need to remember to sign in occasionally and from a computer and not just the phone.

Thanks all 

[krazykiwi]

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@aero12 wrote:

Thanks

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You are welcome, hope everything gets sorted quickly!

[aero12]

Thanks

[wetcoaster]

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@aero12 wrote:

Thanks 

I also have a ticket. does the moderator call the cell number or the alternative number. 

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Conversation with the moderators will be by private message. Turn your e-mail notifications on to not miss it.

[krazykiwi]

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@aero12 wrote:

Thanks 

I also have a ticket. does the moderator call the cell number or the alternative number. 

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They will not call the numbers, they contact you via the account you use to submit the ticket.

[aero12]

Thanks 

I also have a ticket. does the moderator call the cell number or the alternative number. 

[Anonymous · Accepted solution]

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@aero12 wrote:

Yes my account is active. I recently recevied the email regarding free gift. I tried to sign on to my account but go locked because it has been more than 6 months since I have signed on to my self serve account. 

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Locked out usually just needs a wait. Like an hour. It wouldn't be because you haven't logged in for a while.

[aero12]

Yes my account is active. I recently recevied the email regarding free gift. I tried to sign on to my account but go locked because it has been more than 6 months since I have signed on to my self serve account. 

[wetcoaster]

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@Ed404 wrote:

Do you currently have an active plan?

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Same direction... if your plan is not active: after 90days of suspension you loose / have lost your account and number.

[ShawnC13]

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@aero12 wrote:

good evening, 

I am trying to sign on to my self service but I have forgot my password. I tried to ask for a link to change my password but it doesnt work. It states my account is locked. 

Honestly it has probably been about 6 months or so since I have signed onto my self service so I dont know if that has something to do with it. 

I need to get this fixed so I can move on. 

Thanks 

---

Everything seems to be a mess right now from the community to the self-serve.  You can submit a trouble ticket but there seem to be issues with customers being able to respond to the messages the moderators are sending. 

Click this link https://publicmobile.ca.ada.support/chat/ and enter your question into SIMon.  Follow the prompts to get to the Contact Us button and then a Submit Ticket button will appear.

Community Moderators are available from Monday-Friday 8 am(Eastern) to 12 am(Eastern) and Saturday, and Sunday from 8 am(Eastern) to 10 pm(Eastern)

More info on moderators

[Ed404]

Do you currently have an active plan?