topic Re: "User login disabled" cannot log on or reset password in Get Support

Cannot log in or reset password

kennethmanuel — Wed, 05 Jan 2022 10:11:13 GMT

I need to log on and set up payments but can not

e-mail address and phone number removed by computergeek541 - please do not post such information here as it can be viewed by anyone

Re: Cannot log in or reset password

computergeek541 — Sat, 01 Jun 2019 20:46:50 GMT

@kennethmanuel wrote:
I need to log on and set up payments but can not

Since the forgot password option isn't working, you'll need to contact Moderator_Team through this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Cannot log in or reset password

geopublic — Sat, 01 Jun 2019 21:35:29 GMT

@kennethmanuel wrote:
I need to log on and set up payments but can not

e-mail address and phone number removed by computergeek541 - please do not post such information here as it can be viewed by anyone

@kennethmanuel If you just activated your sim at a retail location you need to register first.Click here to register your selfserve account.

Re: Cannot log in or reset password

kennethmanuel — Sun, 02 Jun 2019 16:14:14 GMT

How can I get my password reset? It is not accepting my password and says user account is locked. the password reset option does not work it shows a error and doesn't give me the option of answering the security questions. I set it up once but need to go back in and change the plan and payment options.

Help!!?? Lost

Re: Cannot log in or reset password

Lieux — Sun, 02 Jun 2019 16:16:15 GMT

@kennethmanuel wrote:
How can I get my password reset? It is not accepting my password and says user account is locked. the password reset option does not work it shows a error and doesn't give me the option of answering the security questions. I set it up once but need to go back in and change the plan and payment options.

Help!!?? Lost

You can try with another browser or on incognito mode. If nothing help write a private message to the moderator here..https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

"User login disabled" cannot log on or reset password

kennethmanuel — Sun, 02 Jun 2019 19:24:09 GMT

Please help ASAP cannot use phone. This is my second memory card, not even sure now if I'm using the right login information. The email may not be correct.

"User login disabled" cannot log on or reset password

kennethmanuel — Sun, 02 Jun 2019 19:24:57 GMT

Please help ASAP cannot use phone. This is my second memory card, not even sure now if I'm using the right login information. The email may not be correct.

Re: "User login disabled" cannot log on or reset password

GinYVR — Sun, 02 Jun 2019 19:27:30 GMT

@kennethmanuel What memory card are you talking about? Do you mean the SIM card? Did you associate the SIM card to your online account? What happens when you do *611?

Re: "User login disabled" cannot log on or reset password

Triguy — Sun, 02 Jun 2019 19:27:49 GMT

Contact a moderator for assistance.

Moderator can be reached at

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

Re: "User login disabled" cannot log on or reset password

geopublic — Sun, 02 Jun 2019 20:25:34 GMT

@kennethmanuel wrote:
Please help ASAP cannot use phone. This is my second memory card, not even sure now if I'm using the right login information. The email may not be correct.

@kennethmanuel Is your account suspended? Dial *611 from your phone what happens?

Did you register for a selfserve account? if no, click here to register your selfserve account.

Re: "User login disabled" cannot log on or reset password

popping — Sun, 02 Jun 2019 20:48:39 GMT

@kennethmanuel wrote:
Please help ASAP cannot use phone. This is my second memory card, not even sure now if I'm using the right login information. The email may not be correct.

Send a private message to moderator for help.

Don't know your pin or email address?--provide any 3 of the following:
- Complete mailing address,
- Email address,
- Alternate phone number,
- Date of birth,
- Last top up date & amount

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

Moderator wait time is 2 - 3 days.

What do you mean by second memory card?

If you mean by using a new SIM card, please put back you old SIM card and kepp the new SIM card somewhere safe for future use. This is because you cannot change to different SIM card if you cannot login to self-serve.

1. Restart your phone after puting in your old SIM card.

2. Is your phone showing "Public Mobile" on the top noticifiation bar?

If no, wait for moderator.

If yes, can you call out?

Re: "User login disabled" cannot log on or reset password

computergeek541 — Sun, 02 Jun 2019 21:18:10 GMT

@kennethmanuel , I've merged multiple threads about this same issue. Having multiple message threads makes it harder for you to get answers and for others to keep track of things (also leading to repitition). I hope that you're able to get this sorted out with the advice that has been provided.

Re: "User login disabled" cannot log on or reset password

kennethmanuel — Mon, 03 Jun 2019 00:31:32 GMT

No neither card shows public mobile on the bar and neither allows me to call out. The one card hasn't been used for over 3 months so I had to order another card. It looks like I will have to wait for the moderator?

Re: "User login disabled" cannot log on or reset password

kennethmanuel — Mon, 03 Jun 2019 00:42:44 GMT

When i dial #611 it takes me to a menu but does not give me the option to change the plan which I need to do.

Re: "User login disabled" cannot log on or reset password

kennethmanuel — Mon, 03 Jun 2019 00:45:11 GMT

I believe I already set up a self service account. It tells me that either the phone number is invalid or the account is set up already.

Re: "User login disabled" cannot log on or reset password

Luddite — Mon, 03 Jun 2019 00:58:57 GMT

@kennethmanuel wrote:
No neither card shows public mobile on the bar and neither allows me to call out. The one card hasn't been used for over 3 months so I had to order another card. It looks like I will have to wait for the moderator?

So, going 3 months without using your card suggests the account associated with that SIM has been closed. You cannot use the same email address to activate another SIM.

Please describe what you did when activating the 2nd SIM and confirm whether your credit card has been charged.

Re: "User login disabled" cannot log on or reset password

kennethmanuel — Tue, 04 Jun 2019 16:33:09 GMT

According to 611 I'm active but I cannot log in online to edit my account or make payments.

Re: "User login disabled" cannot log on or reset password

geopublic — Tue, 04 Jun 2019 16:38:41 GMT

@kennethmanuel wrote:
According to 611 I'm active but I cannot log in online to edit my account or make payments.

@kennethmanuel You can still make payments using 611. If you still can't get into your account you are going to have to wait for the moderator to respond. You did contact them right?

Re: "User login disabled" cannot log on or reset password

kennethmanuel — Wed, 05 Jun 2019 03:43:24 GMT

Yes I did contact them but still have not heard back. Thank you

Re: "User login disabled" cannot log on or reset password

kennethmanuel — Sun, 09 Jun 2019 22:17:27 GMT

I contacted the moderator twice at the email address I was given and never heard anything back. The problem with making payments through the 611 is that I cannot change the plan, it is on a very small one.. if there was some way I could change the plan it would be perfect.

How can I get ahold of the moderator because what I did didn't work.