Not letting you log in.... using info set up with....

[mamatee]

Hi.  

I set my friend up for public mobile.

I entered his email incorrectly and have not been able to figure out how to change that yet. 

It won't let him log in using exact info .... the incorrect email and password...

And we have both been able to log in in the past.  Now it isn't letting either of us. 

When you send for a new password it goes to your email --which is the incorrect one that isn't a real account.   What do we do????

Thanks for your help. 

[mamatee]

Thank you so much for your help!!!

[Dunkman]

@mamatee 

As stated above, you will need to contact moderator to correct the email address and get access to self service account Expect several hour wait to get moderator help.  

If you were able to login before with incorrect email and right password, you can try again.  Clear cache, incognito mode might help.  Wait maybe one hour in-between attempts.  

Your friend also can call 611 from phone.  There are some self service options via the phone.

https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352

[Triguy]

Here’s when and how to contact the Moderator Team:

• 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 the Moderator Team. Click here to get started.
• Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

[gblackma]

@mamatee Contact the moderators, explain what happened,  give them the correct email address and ask them to switch it and for a temporary password to your self service account. There are 2 ways to contact the Moderator Team:

• Faster response- 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 the Moderator Team. Click here to get started.
• Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen.  The mods answer will show up there.  When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe. 

[Jb456 · Accepted solution]

You'll need to contact moderators for assistance.

Two ways to reach moderators. In your case do option 2.

1- 

 but since you can't get into the account follow number 2.

2- via private message at link below.

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

Keep an eye out on your envelope top right. As that is your inbox where the moderators will be responding to you.