Accessing an account.

[Scribe_55]

One of a number of my friends I have gotten to join Public Mobile would like to access their account and has been unable to.

She has a Username and password but the login screen asks for an E-Mail address and password.

She enters this information and receives a message that one or the other in incorrect.

How does she get by this because, like so many others who are disgusted with the Public Mobile 'Help' system, I think she is about to close her account.

[darlicious]

@Scribe_55 

You are trying all of this to sign into the self serve account? Try signing into the rewards account to see if it will accept the login credentials. Don't auto fill type everything individually and double check for any typos like a comma instead of a period ?

[hTideGnow]

hi @Scribe_55 click on the 3 dots on upright, select Incognito   dome call it Private mode

[Scribe_55]

And again, 'HOW DO I DO THIS' ????????????

[Scribe_55]

I went through the reset password, signed on again an, you guessed it, received the message, 'Email or password is incorrect. Please try again, or reset password.'

[Scribe_55]

I had already tried getting help from an Agent.

[esjliv]

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@Scribe_55 wrote:

How do I do this???????

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Are you still having difficulties @Scribe_55 

Opening up a tab in incognito mode:

*Windows, Linux, or Chrome OS: Press Ctrl + Shift + n.

*Mac: Press ⌘ + Shift + n.

If having issues about which email they signed up with (if you did register for a My Account), use the Forgot your password option to reset it, found here: https://myaccount.publicmobile.ca/en/forgot-password

If an email is received (check spam/junk folder) then the email is likely registered.

If the account is currently in suspended status you can also look into obtaining a voucher to make a payment through 611,  see here: https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

Locations to obtain some: https://publicmobile.ca/en/on/payment-voucher

For My Account log in issues, you can submit a ticket here to: Create, forgot or change My Account email or password link

[Scribe_55]

How do I do this???????

[dust2dust]

The account login userid is the email address used when signing up. If one or the other is incorrect then maybe perhaps possibly one or the other is incorrect.

She can use the reset password option to reset the password. She can look in all her emails for the welcome email or other marketing emails from here (not community) to find the proper email address.

If she dials 611 on her phone what recording does she get? Has she possibly had a credit card fraud problem recently?

As for being disgusted, yes this place is a little more manual to operate than a full-priced service elsewhere. That's not always a right fit for everyone.

[Scribe_55]

No help with this.

[softech]

@Scribe_55 try to open ticket with PM support and they can assist

Method 1 is using Chatbot, if you cannot open ticket that way, use Method 2, direct message

1.  Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗" 

2. if you have problem with Chatbot: Private message CS Agent at:    

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

[Scribe_55]

No help at all.

[Quigley]

@Scribe_55 

The best way to login to your account is using a browser in incognito or private mode.

Then do a refresh of your overview page.

[Handy1]

Try logging in again in incognito : private mode there are cache issues or if you want to change password you would need support 

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