11-30-2019 01:09 PM - edited 01-05-2022 08:13 AM
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????
12-30-2019 09:23 PM
@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/
12-30-2019 09:15 PM - edited 12-30-2019 09:16 PM
12-30-2019 09:12 PM
@superskye2 Painful and annoying.
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.
12-30-2019 09:07 PM
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.
12-30-2019 08:58 PM - edited 12-30-2019 08:59 PM
@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...
12-30-2019 08:41 PM
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.
12-02-2019 08:34 PM
And that's what we did... I stated that in one of my last posts.
12-02-2019 07:53 PM
@twistedknickers wrote: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
11-30-2019 01:50 PM - edited 12-02-2019 07:07 PM
I have tried resetting browser history/cache and cookies. Tried a different browser same issues.
11-30-2019 01:42 PM - edited 11-30-2019 01:45 PM
@twistedknickers wrote: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.
11-30-2019 01:31 PM - edited 11-30-2019 01:32 PM
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.
11-30-2019 01:22 PM
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 #.
11-30-2019 01:16 PM
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
11-30-2019 01:14 PM - edited 11-30-2019 01:15 PM
ok
11-30-2019 01:13 PM - edited 11-30-2019 01:14 PM
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