topic Re: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces in Get Support

Unable to log on to user account. Was out of country so plan on maintenance Won’t let me access

Kathieknox — Wed, 05 Jan 2022 14:07:33 GMT

Hello

I was out of country so put my plan on one of the cheaper options and supposed to be good until February 5. Back now and reinsert f sim and have no service.

Cannot log into account. So went for password reset but that doesn’t work either. Won’t let me go beyond entering and re-entering password. Gives odd message of run on words

Re: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces

Staliger — Tue, 21 Jan 2020 18:55:12 GMT

@Kathieknox wrote:
Hello
I was out of country so put my plan on one of the cheaper options and supposed to be good until February 5. Back now and reinsert f sim and have no service.
Cannot log into account. So went for password reset but that doesn’t work either. Won’t let me go beyond entering and re-entering password. Gives odd message of run on words

@Kathieknox

Send a message to the moderators though this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Explain the situation, and they can look into it. OR click the "?" in lower right side of the page, type "contact moderator", and follow directions to create a ticket for your issue.

Re: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces

Triguy — Tue, 21 Jan 2020 18:56:16 GMT

Try using a different browser and incognito 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: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces

Kathieknox — Tue, 21 Jan 2020 18:57:50 GMT

Ok thanks will do. That could take a number of days though and I will be paying for service but will have zero service on my phone. Any way to fast track a solution?

Re: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces

LovesToPM — Tue, 21 Jan 2020 19:02:33 GMT

@Kathieknox wrote:
Hello
I was out of country so put my plan on one of the cheaper options and supposed to be good until February 5. Back now and reinsert f sim and have no service.
Cannot log into account. So went for password reset but that doesn’t work either. Won’t let me go beyond entering and re-entering password. Gives odd message of run on words

How long were you gone for?

Have you checked your credit card statements?

If your account was suspended for more than 90 days, your account might be closed now.

If it was less than 90 days, try clearing your browser cache and open a new tab using incognito mode to retry your account login. Also try the reset password if needed.

Re: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces

Triguy — Tue, 21 Jan 2020 19:03:24 GMT

Typically a moderator would contact you within 48 hours but PM has more moderators so it could sooner for a response.

Re: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces

LovesToPM — Tue, 21 Jan 2020 19:03:34 GMT

@Kathieknox wrote:
Ok thanks will do. That could take a number of days though and I will be paying for service but will have zero service on my phone. Any way to fast track a solution?

Moderator reponse times have improved recently. You may get the issue resolved today.

Re: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces

Kathieknox — Tue, 21 Jan 2020 19:03:46 GMT

Thanks but a few questions for you please.

How do you put in incognito mode?

Re: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces

LovesToPM — Tue, 21 Jan 2020 19:07:37 GMT

@Kathieknox wrote:
Thanks but a few questions for you please.
How do you put in incognito mode?

To open an incognito window, start your browser and click the menu in the top right corner of the window. Click New Incognito Window and start browsing.

As per PM website: This site is best viewed on latest versions of Google Chrome and Mozilla Firefox, or Internet Explorer 10 and above. For the best experience, enable cookies and JavaScript on your browser.

Re: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces

Kathieknox — Tue, 21 Jan 2020 19:06:42 GMT

Thanks. I have tried the password reset several times. But I get an odd message that is like a run on sentenace in a red rectangular box.

I paid to keep my account active and credit card charge went through

Re: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces

Kathieknox — Tue, 21 Jan 2020 19:07:34 GMT

Thank very much that is good news

Re: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces

Triguy — Tue, 21 Jan 2020 19:08:07 GMT

How to Activate Incognito Mode in Chrome

Select the Chrome main menu button, represented by three vertically placed dots and located in the upper-right corner of the browser window. When the drop-down menu appears, choose New Incognito Window.

To launch incognito mode using a keyboard shortcut, press Ctrl+Shift+N on Chrome OS, Linux, and Windows, or press Cmd+Shift+N on Mac OS X or macOS. You can also open a new incognito window with the File menu on a Macintosh.

Re: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces

LovesToPM — Tue, 21 Jan 2020 19:10:00 GMT

@Kathieknox

Try closing your browser completely and restart.

Or use another device / try with another browser?

Re: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces

will13am — Tue, 21 Jan 2020 19:11:13 GMT

@Kathieknox wrote:
Ok thanks will do. That could take a number of days though and I will be paying for service but will have zero service on my phone. Any way to fast track a solution?

My most recent interaction a day ago was all of 1.5 hours. So there is not much of a backlog unless the ongoing promo is causing lots of activation problems.

Re: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces

mimmo — Tue, 21 Jan 2020 19:12:24 GMT

@Kathieknox ncognito clearing cache i believe will not do anything.

what exatly is the run on sentence?

are you able to get to the second part of the password reset where it asks you for security questions? if yes then you accout is still in the system and can be reset.

if you get a message like ForgotPassword/LoginUnsuccessfulUser_LoginDisabled then your account has been unpaid for more than 90 days and has been cancelled. mods might be able to lookinto it but not sure. the number might still be in the pool of unasigned numbers and you might be able to get it back. you would need to conatct the company that provided you originally with the number.

Re: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces

Kathieknox — Tue, 21 Jan 2020 19:18:20 GMT

Hi. Well that is alarming!

Thta is the run on message I was trying to describe.

I have paid and kept the minimum so as to not encounter a problem, I was paid up unti, February 5th so something has clearly gone wrong. I will be very angry if somehow my number has been lost. That won’t be acceptable at all.

I must say I have never had so many problems with a cell provider before.

Re: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces

Kathieknox — Tue, 21 Jan 2020 19:19:06 GMT

Thanks. Hopefully so.

Re: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces

LovesToPM — Tue, 21 Jan 2020 19:19:31 GMT

@mimmo wrote:
@Kathieknox ncognito clearing cache i believe will not do anything.

what exatly is the run on sentence?

are you able to get to the second part of the password reset where it asks you for security questions? if yes then you accout is still in the system and can be reset.

if you get a message like ForgotPassword/LoginUnsuccessfulUser_LoginDisabled then your account has been unpaid for more than 90 days and has been cancelled. mods might be able to lookinto it but not sure. the number might still be in the pool of unasigned numbers and you might be able to get it back. you would need to conatct the company that provided you originally with the number.

Just fyi. I get the same "Sorry, your login attempt failed. Please try again." message regardless if I try to login using a random email or one in which the account was closed/cancelled.

Re: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces

Kathieknox — Tue, 21 Jan 2020 19:20:42 GMT

Did this but it did not solve the problem

how would putting it in incognito mode typically help btw?

Re: Unable to log on to user account. Was out of country so plan on maintenance Won’t let me acces

Kathieknox — Tue, 21 Jan 2020 19:21:51 GMT

Thanks. I tried with iPhone and iPad but both not solving