Password reset is not working

[nboettcher]

I have tried to log in several times to my self serve account to update my payment information. The system keeps telling me my password is wrong. I have reset it several times and even after the reset, it is still not working. 

Any ideas? I'd love to talk to an actual human being, but that seems not possible. I've tried to use the virtual assistant, but it requires you to log in to create a ticket, which is precisely the problem! 

[111111]

1. Try this link first to try to reset your password yourself. 

https://selfserve.publicmobile.ca/forgot-password/ 

2. If 1. Does not work use this link to submit a ticket 

Submit A Ticket 

try the first link to reset the password yourself if not working meaning you did not receive a reset email link to reset your password use 2.  

[MillsOK]

If you are doing this on a phone, try on a computer.

I ran into this with my daughters account.

Also check you dont have caps lock on.

[esjliv]

Hi @nboettcher,

Unfortunately, Public Mobile does not have a phone number to call a representative. Support is all online here. It is what keeps our rates/plan low and competitive!  😉

Try a tab in incognito mode...also, if you wait an hour, your account my reset and the Forgot your password route may work again for you.

If still having issues contact the PM Moderators.

To contact the Moderator_Team, there are two ways to reach them:

1-Click the question mark on the bottom right hand side of your screen to talk to SIMon the chat bot.

 

https://publicmobile.ca.ada.support/chat/

OR

2-Contact the Moderator_Team via private message using this link.

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

*Since you are having issues with SIMon, go option # 2

[gblackma]

@nboettcher the virtual assistant requires you to use your community account to log in first. Contact the moderators and ask them to 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