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Forgot My Password does not work, and submitting a ticket throws error in console when submitting

twistedknickers
Good Citizen / Bon Citoyen

We need to change the credit card on our account. When we go to reset the password on the account it says it resets successfully, so we go to login, but it than says 'Sorry, your login attempt failed. Please try again.'. 

 

We attempted to submit a ticket for help, but it throws an error in the console with 'Cannot read property 'city' of undefined', but city is filled out.

 

From previous posts over the past year it seems to be quite a problem to reset passwords. Why has this not been fixed yet????

15 REPLIES 15

@superskye2 Miissed that comment you need to add $ to reactivate. Have you considered getting vouchers and adding them to your account by calling 611?

Voucher locations: https://www.publicmobile.ca/en/on/store-locator

Vouchers on-line: recharge.com , https://www.ding.com , https://www.muskbird.com/public-mobile-instant-top-up/

 


>>> ALERT: I am not a CSA. Je ne suis pas un Agent du soutien à la clientèle.

superskye2
Great Neighbour / Super Voisin

@Luddite 

 

I do appreciate your advice 🙂

 

 

@superskye2 Painful and annoying. Robot Frustrated

Have a look at Textnow app for free, while on wifi, calling/texting over Canada/USA. That way you can, at least, stay in touch with important contacts.

I use Fongo as my backup for such situations; thankfully not need in the 4+ years with PM.


>>> ALERT: I am not a CSA. Je ne suis pas un Agent du soutien à la clientèle.

superskye2
Great Neighbour / Super Voisin

@Luddite 

 

Yes we have done this already, but like I said previously error consoles keep getting in the way while submitting the form. A message was sent to the moderator. I don't understand why they haven't fixed this already. Unfortunately, we are without a plan till this is fixed since our credit card expired on our account. So hopefully this is fixed quickly, and properly for the next person that experiences this.

@superskye2 If the reset email fails the only option is to contact the moderators. Before trying again suggest you open a new incognito browser (Chrome ideally) window. Then click https://publicmobile.ca.ada.support/chat/ and enter your question into SIMon.  Follow/invent prompts until you get to the Contact Us button, click it and a Submit Ticket button should appear.

 

If you still cannot submit a ticket you will need to send a private message to the moderators. Unfortunately, private messages have lower priority. Here's a link to do that: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

 

Unsure about private messaging? See: https://productioncommunity.publicmobile.ca/t5/Getting-Started/Private-Messages-viewing-and-creating...


>>> ALERT: I am not a CSA. Je ne suis pas un Agent du soutien à la clientèle.

superskye2
Great Neighbour / Super Voisin

Bumping this thread to the top. I am in a similar situation. Cannot get my Forget my Password email, and when I go to submit the ticket I get console errors when inputting certain fields.

twistedknickers
Good Citizen / Bon Citoyen

@popping 

And that's what we did... I stated that in one of my last posts.

popping
Retired Oracle / Oracle Retraité

@twistedknickers wrote:

@popping 

I have tried resetting browser history/cache and cookies. Tried a different browser same issues.


Just send a private message to moderator team.

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

twistedknickers
Good Citizen / Bon Citoyen

@popping 

I have tried resetting browser history/cache and cookies. Tried a different browser same issues.

popping
Retired Oracle / Oracle Retraité

@twistedknickers wrote:

@popping 

Do you have another way to submit a ticket? If you read the full post, the submitting a ticket is not working either. It throws an error in the dev tools console with city is undefined where it clearly is filled out, and won't submit the form/ticket at all.


Create a moderator support ticket using the ? button at the right side bottom corner of this page.
Keep asking SIMon to "contact human" for one or more times. SIMon will eventually show you the "Submit a ticket" button. Click on submit button to get the create ticket screen.

Since you cannot use login method to verify you as the owner of your account, you can use the alternate method by supplying any 3 of the following account info:

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

 

Restart you browser or use different browser may get rid of the 'city' of undefined error.

twistedknickers
Good Citizen / Bon Citoyen

@popping 

Do you have another way to submit a ticket? If you read the full post, the submitting a ticket is not working either. It throws an error in the dev tools console with city is undefined where it clearly is filled out, and won't submit the form/ticket at all.

popping
Retired Oracle / Oracle Retraité

@twistedknickers 

Please note that sending private message to moerator team is fine.  But your request may take longer to be worked on because the subject of your private message does not have a ticket #.

Triguy
Mayor / Maire

Try sending a private message to a moderator.

Moderator can be reached at 

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

twistedknickers
Good Citizen / Bon Citoyen

ok

kselmak
Mayor / Maire

Try sending the message directly to

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

There will be no ticket number to track but they can help

Need Help? Let's chat.