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Password Reset Procedure


Hello Community!


Do you need to learn how to reset your Self-Serve password? Or, are you experiencing issues resetting your Self-Serve password?  This short and sweet wiki will help you answers those two questions. 

Resetting your Self-Serve Password

  1. Click on ‘My Account’ in the top right corner of our Community
  2. Click on ‘Forgot your password?’Untitled.png
  3. Enter your email address, answer the security question and, after confirming your email address, press submit.Untitled.png
  4. If this process does not work the first time, please try again. If the issue continues, please contact our @Moderator_Team, using the instructions below.

Why is the Self-Serve password reset functionality not working?

There is a known issue that some Community members are unable to reset their password without the help of our @Moderator_Team. We apologize for this inconvenience, and want to let you know that we are working on fixing it as we write this wiki. Thanks for your patience!


What do I do if I‘m unable to reset my password?

In order to fix this problem, please contact a moderator. From there, we’ll be able to reset the password. Note that you will need to have a Community account in order to do this. Don’t have a Community account yet? Click here.

There are couple of ways you can contact our Community Moderators:

  1. Private Messaging: You can do this by searching for our unique Community Moderator’s profile avatar then, on the right-side of their profile, click on “Send this user a private message”


  2. Tagging: If you would like a Moderator to weigh-in on a discussion, simply tag the moderator account in the post you created i.e. @Moderator_Team


In the meantime, if you need to renew or purchase your plan/add-on very quickly so that your plan does not expire, you can submit a payment through the Automated Service IVR (More information, please see the All about payments article).


Kind Regards!

Public Mobile Community Team

Version history
Revision #:
2 of 2
Last update:
‎01-10-2018 01:25 PM
Updated by:

Thanks for the heads up. Though I'm from Missouri on this; seeing is believing. Robot wink


This does not work for us.
The self serve does nothjing.

We got an email with a link troday.

That just times out.
If I do not get my wifes phone working soon I am a dead man.
My email:



Hi @rachaelh780,  As this is a public forum, you should not put any private information in your post.  You can edit them by clicking the 3 vertical dots in the top right corner of your post. 


As for getting your pasword reset, send a private message to the moderators team.  They will be back online at 9 AM (Eastern), and will get to your request in the order that it was received.  Be sure to provide the necessary account information (for identification purposes).


Information regarding the moderators team can be found by following this link.
Click here to send them a private message.


Hi Public Mobile, I tried resetting my password on an old account but get this message when I try...



Could you please help me investigate the cause? Thank you!



How old is your "old account" and how long has it been inactive?


90 days after your last day of active service your account will be deleted and your phone number will be lost.


my wife forget the password, she tried about 20 times to reset it by clicking the " Forgot your password?" on selfserve, but it always said "Sorry, this page has a time limit which has expired. Please re-enter the old and new passwords and try again.", even tried it in 5 minutes after she got the email, now it said "Sorry, you've been locked out. Please contact Public Mobile for help." , does anyone know what's going on?

@jackfzhao, the password reset hasn't been working to well.  It has been hit and miss.  You will need to contact a mod for assistance.  Unfortunately they have left for the day and will be back tomorrow.

To send a private message to a moderator click this link.
In your message please include:
  • PM Phone Number
  • 4 digit PIN (if you don't remember this then they will need at least 3 of the following to verify your identity)
    • account number 
    • date of birth
    • complete address listed on account with postal code
    • email address on account
    • most commonly called numbers
    • alternate number listed on the account
    • last payment date and amount
    • last 4 digits of the credit card
  • Detailed explanation
Community Moderators are available from Mon-Thursday 9am(Eastern) to 9pm(Eastern) and Friday, Saturday, and Sunday from 9am(Eastern) to 7:30pm(Eastern)

 yea, i think that's the only way i can do now, thank you !


I have been locked out of my account.  Can one of the moderators, please help me?


@wingchiulo  you need to message teh mods to get your password reset.


How can you get help with your account, activation, or service?

In your message please include:

  • PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:

  • Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

  • Office Hours: Mon-Fri 9am to 9pm, and Sat-Sun 9am to 7:30pm [Totonto Time].
  • Messages are replied to during business hours and in the order they are received
  • Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
  • There is no need to send multiple messages.

Additional Useful Information:

  • Search PM-GUIDE (remove "-" during the search) to find some informative posts and answers to many common questions about Public Mobile



Unfortunately i never received email to reset, please help me to reset password.@Moderator_Team

Thank you

You actually made it to the actual thread that talks about resetting your password. After posting your message you would have seen it placed immediately after actual instructions to do so. The automated password reset feature doesn't work. Read the previous post to yours.