username issue

[sandy88]

yesterday my husband switched to PM.  He cant recall his username and so can't access community.  We can find no way to change or see his username....only ways to change passwords.  Any suggestions??

[Meow · Accepted solution]

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@sandy88 wrote:

it wont let him re-register as the "email is already in use" so he cannot create a new account

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That means he already created Community account. Good news (1/2). Let him try all passwords he usually use. Please note account might be locked for 1h if he tries too many times.

Try forgotten password. Or try to plead his case with agent from your account.

[sandy88]

the problem is that he cannot open a ticket without a valid username (he forgets what username he used).  That means he cannot even send a pm to the CS agent....weird cycle.  

[sandy88]

it wont let him re-register as the "email is already in use" so he cannot create a new account

[hTideGnow]

@sandy88 Community accou t is different one, not use the same as Self serve.   Pls ask him  to create a new one here.  He will pick a username , actual username but not an email address.   Except make sure when he put in the info, put the same email address as the one used in Self serve

[sandy88]

he can log into self serve, its just the community area that he cannot access...which means he can't send messages about his account.

[BKNS27]

@sandy88 

I am assuming that your husband is trying to contact a CS_Agent because he had issues with the 2gb for 12 months but only got 2gb for 6 months.

Best that he contact a CS_Agent by private messaging or Chat on this page to get his user name.

[Meow]

Usually customers use the same email for self-serving account and Community in order to link accounts and claim Community rewards later.

Did he ever created Community account? Let him try his e-mail to log in here. If email is accept but password is wrong, try Forgot...

If nothing works, contact agent for assistance.

[hTideGnow]

Hi @sandy88 username is the email address.   You can try to use the Forgot Password to guess the email you have uses.  

if you are still unable to find the correct one,  open ticket with PM CS agent:

Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

     type:  Change username

     Click " Forgot Self-Serve Email"

      Click   "Contact Us"

      Click "Click here to submit a ticket"

you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[JK8]

Joining the community is separate from the username used in self service. If you forgot your username (email address) to self service choose the chatbot in the right corner to contact a CSA. For the community here just sign up and create a username.