Login Failed

[duaaimran]

Hi need help - I am trying to access my account and it wouldn't recognize my email address? I thought I forgot my password so I hit "forgot my password" to reset it but when I try to login to reset my password ... it would either say login failed or "sorry we are unable to verify your email address" 

[Caniss]

I have the same problem trying to use a browser on my Samsung  S9.  Does not recognize my email  address.  Samsung brower.   Opera totally does not load.

I had to use my Desktop PC  and brower (Opera)  to login.    

The OLD Public Mobile Site did work on my S9.   This new site seems to not work on my mobile device.

Also just noticed this message is from 2021 .  

[esjliv]

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@duaaimran wrote:

Hi need help - I am trying to access my account and it wouldn't recognize my email address? I thought I forgot my password so I hit "forgot my password" to reset it but when I try to login to reset my password ... it would either say login failed or "sorry we are unable to verify your email address" 

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@duaaimran 

Perhaps either of these things are happening.....

1. You never registered for a Self Serve account. You can create one here: https://selfserve.publicmobile.ca/self-registration/
2. OR, are you currently in suspended, non-pay status?

After 90 days of suspended/non-payment status, your account will be permanently deactivated, which means you will:

1-Lose access to your phone number (and Self Serve account), any rewards or Available Funds balance that was in your account at time of suspension, and won’t be able to transfer the phone number to a new provider in the future.

2-Need a new Public Mobile SIM card if you decide to activate a new Public Mobile account.

[t_p]

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@duaaimran wrote:

Hi need help - I am trying to access my account and it wouldn't recognize my email address? I thought I forgot my password so I hit "forgot my password" to reset it but when I try to login to reset my password ... it would either say login failed or "sorry we are unable to verify your email address" 

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Have you called 611 to check the account status?

[duaaimran]

Thanks, I have sent a note to the agent.

[hTideGnow]

@duaaimran ,   Not sure if you got the correct email address used on My Account.  

In case you need to get to open the ticket to have PM to help resetting , this can help you to get through SIMON quicker to open ticket with PM:

At Chatbot:  

type: Forgot log in information
Click "Contact Us"
Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket successfully opened, keep checking your Community inbox (envelope icon on top right)  for CS Agent's reply

[Meow]

Try another browser. Use incognito mode if needed.

When did you sign up with PM?

I hope you remember your password and security question answer...

[softech]

So, with the forgot password, you got the correct email and got through the Security question?

If  so, it might be just  a browser issue , you can try with a different browser or try Incognito mode.

Of course, if you cannot get the correct email address or cannot pass the Security question, then PM CS Agents are your friend   🙂

[Anonymous]

 @duaaimran : Are your services from here working? Do you still have the welcome email sent from here at activation? Or other marketing emails?  That would be the correct email address.

[computergeek541 · Accepted solution]

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@duaaimran wrote:

Hi need help - I am trying to access my account and it wouldn't recognize my email address? I thought I forgot my password so I hit "forgot my password" to reset it but when I try to login to reset my password ... it would either say login failed or "sorry we are unable to verify your email address" 

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For self serve account login issues, please go to https://widget.telus.tiia.ai/publicmobile/publicmobile.html and then type in something such as "forgot security question answer" or 'change self serve e-mail".

[Anonymous]

@duaaimran 

Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice Service Team they will help you 100%.

and they will Reset for you,

Here’s How To Contact Customer Support Agent by CS_Agent,

• 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 Customer Support Agent by CS_Agent,Click Here link,to get started.

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number, 
  
• your phone number,
• your account 4 digit pin,
• your Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck....