topic Re: Blocked out from my account in Get Support

Blocked out from my account

ckritz1 — Tue, 04 Jan 2022 17:37:37 GMT

I can log in to the community but not my account because i forgot the password and security answer. What can I do, as I need to get into my account..

Re: Blocked out from my account

Cyber — Mon, 06 Apr 2015 20:40:00 GMT

Hello @ckritz1,

You can speak to a live representative if you are an older customers (before January 27, 2015). If this applies to you, contact Public Mobile by phone at 1-855-478-2542 or with your cell phone by calling *611

After this date, you can ONLY contact Public Mobile by email.

Click on this link : https://publicmobile.ca/en/on/contact-us

Then, at the bottom right of the page, click on "Email away" button.

- Choose "My Account"

- Choose "Passwords"

- Choose "I have a question related to my PIN or password"

Then click on "Email Us" and fill up the form.

An agent of Public Mobile will answer you in a delay of 24-36 hours.

Can't access my account..

ckritz1 — Sat, 11 Apr 2015 22:27:35 GMT

I've forgotten my password for my account and my security answer, how can i still get access to my account or can I not?

Amasa.

Re: Can't access my account..

Martin — Sat, 11 Apr 2015 22:48:50 GMT

ckritz1,

On April 6, Cyber replied, advising you what to do.

Re: Can't access my account..

ckritz1 — Sat, 11 Apr 2015 22:57:26 GMT

What's the link?

Re: Can't access my account..

Martin — Sat, 11 Apr 2015 22:59:49 GMT

Click on your nickname, and the history of your community posts will appear.

Re: Can't access my account..

Cyber — Sun, 12 Apr 2015 13:16:50 GMT

@ckritz1,

I answered you here :

http://productioncommunity.publicmobile.ca/t5/Discussions/Blocked-out-from-my-account/m-p/9207

Re: Blocked out from my account

ckritz1 — Sun, 12 Apr 2015 14:14:41 GMT

The problem is I hadn't received an answer back so that's why I'm reposting

Re: Blocked out from my account

Cyber — Sun, 12 Apr 2015 14:18:20 GMT

@ckritz1,

You can try to send them another email.

This is important that you note your account number since they use this information to identify you.

Re: Blocked out from my account

Bobbie — Thu, 12 May 2016 02:28:53 GMT

I don't know how to start a new thread and this is why I am asking a question here I am locked out of my account I have had to reset it to my email I have not. Even able to answer my security question as well and now completely locked out trying to make a payment with a new credit card not the one I originally used very frustrated have been trying to access my account now for over 2 hours and it expires tonight at midnight ☹️

Re: Blocked out from my account

7789849803 — Thu, 12 May 2016 06:16:16 GMT

@Bobbie When you say your account is expiring soon, do you mean it's been 90 days since your plan got suspended? If so, you must act now, or your PM phone number (and account) will be lost forever.

You can make a payment on your account by dialing 611 from your PM phone. Please let us know if you don't get any success in doing so, and maybe our community moderator @Shazia_K can help you further.

Re: Blocked out from my account

Shazia_K — Thu, 12 May 2016 13:13:16 GMT

Hello @Bobbie,

I'm sorry to see that you're having issues getting into your self-serve account, I will be glad to assist you with this.

Would it be possible for you to send me your Public Mobile phone number via private message?

Thanks @7789849803 🙂

Shazia

Re: Blocked out from my account

Luddite — Thu, 12 May 2016 13:19:14 GMT

@Bobbie To create a new thread click on the area that applies under Community; "Getting Started" for example. You will see the "New Message" button. Click it to start a new thread.

Re: Blocked out from my account

Bobbie — Fri, 13 May 2016 01:33:26 GMT

No it has only been 1 day now, I was in the middle of doing it last night when the PM site went down for service I got an email with a new rest password link but it was expired when I got home from work and again I am locked out as link has expired unable to pay via phone as I have to register a new credit card

Re: Blocked out from my account

7789849803 — Fri, 13 May 2016 01:52:02 GMT

@Bobbie I thought the PM system did allow you to register a new credit card from 611 - did you check? As Shazia has said, you should send her your PM phone number by private message, so she can investigate and respond to you.

Re: Blocked out from my account

Bobbie — Fri, 13 May 2016 02:37:47 GMT

I did check the credit card has to be "pre-registered" and I did message Shazia waiting to hear back and also messaged community speaciaalist from PM still waiting

Re: Blocked out from my account

Bobbie — Fri, 13 May 2016 02:43:44 GMT

No it hasnt been 90 days its only been 1 day, but 1 day 2 long without a phone 😞

Re: Blocked out from my account

7789849803 — Fri, 13 May 2016 03:10:38 GMT

@Bobbie I agree that a whole day without phone is excruciating, not to mention the fact that you would have gone without service for longer than a day before the issue is resolved.

Re: Blocked out from my account

Bobbie — Fri, 13 May 2016 03:12:23 GMT

Still unresolved still waiting

Re: Blocked out from my account

Shazia_K — Fri, 13 May 2016 13:23:29 GMT

Hello @Bobbie,

I'm sorry to see that you're locked out from your account,

I have already received your private message, I will definitely look into this for you 🙂

Thanks,

Shazia