resetting a password

[njames]

i am trying to reset my fathers account. the password rest feature is non functioning: i submit acceptable passwords without error however next login attempt fails. this has looped on several attempts. what options do i have to get this fixed?  can i somehow speak to an agent in person. the phone is not in my possession. he is 81 and technologically incapable.  

[Snez]

Hello njames,

if you have to enter the 6 digit code to verify the account after changing the password, you have to let it process (this takes a few seconds) and then let it take you to your account.

Not sure if this will help but it sounds like the problem we had as well.
Good luck.

[njames]

Thanks, Ticket created.

[BKNS27]

@njames 

Clear cache and go incognito on your browser on a laptop or desktop computer then try again to reset his password.

[softech · Accepted solution]

@njames try again to login with the latest password but use Incognito mode, see if it works 

if  not, maybe you need to open ticket with PM support 

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