topic Re: Locked out in Get Support

Locked out

MistyRipley — Wed, 05 Jan 2022 12:30:13 GMT

I am locked out of self serve and cannot have my password resent therefore cannot access the self serve information from my account. It says I need to contact public mobile but I can't seem to contact anyone.

Re: Locked out

DL888 — Thu, 10 Oct 2019 12:04:13 GMT

You will need to contact the MOD. Click the question mark icon at the bottom of the PM community page to start the process.

Re: Locked out

Triguy — Thu, 10 Oct 2019 12:04:16 GMT

Try using a different brower and incongito mode. Clear your cache and cookies then reboot. If you still need assistance then submit a ticket by clicking on the question mark on the bottom right.

Re: Locked out

ChuckYeah — Thu, 10 Oct 2019 12:46:48 GMT

Not exactly sure what you were experiencing, but sometimes after a few tries the SYSTEM locks you out. If this might be what has happened to you, try again in 5 or 10 min keepi ng the advice of @Triguy in mind.

Re: Locked out

LovesToPM — Thu, 10 Oct 2019 13:01:59 GMT

@MistyRipley wrote:
I am locked out of self serve and cannot have my password resent therefore cannot access the self serve information from my account. It says I need to contact public mobile but I can't seem to contact anyone.

For your account security, PM locks further login attempts after 5 tries.
Here's what to do next:
- Please wait 1 hour for your account to become unlocked
- When your account is unlocked, please try resetting your password.
When checking for the email, also check your spam/junk folder.

If you forgot the answers to your security questions or didn't recive the email to reset your password, you will need to contact a Community Moderator.
Use SIMon chatbot to submit a ticket to Moderators.
Go to https://publicmobile.ca.ada.support/chat/ and enter "submit a ticket" and "contact us" to get started. Response time can vary from a few hours up to 2 days.

Meanwhile, you can dial *611 to access some basic account services.

Re: Locked out

Dunkman — Thu, 10 Oct 2019 13:05:29 GMT

@MistyRipley

If above suggestsions don't work, you will need to contact moderator. Moderators do take 1-2 days to respond. If your account is overdue and inactive, you can do some basic account tasks by dialing 611.

Here is a good summary of 611:

https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352

A common issue is the inability to pay for plan and plan is expired. You could buy a payment voucher either in store or online (via recharge.com - service fee applies) and then pay by dialing 611. Then account will be active until moderator resets password.

Re: Locked out

popping — Thu, 10 Oct 2019 15:49:39 GMT

@MistyRipley

I just tried the "Forgot your password?" link on the login page. I received reset password email from PM in 10 minutes.

Try reset password again.

Is there any wait time to reset password if account locked with too many login failure?