topic Re: Cannot reset password - frozen out, no way to unfreeze? in Get Support

Cannot reset password - frozen out, no way to unfreeze?

kathryncsms — Wed, 05 Jan 2022 15:06:07 GMT

Hello,

My friend couldn't remember her password to her self-serve account. She entered a few times, didn't work, so she tried to reset her password. She entered her email and this was the message she got:

Sorry, you've been locked out. Please contact Public Mobile for help.

We waited a few hours, then a few days, to see if it was a time-limited message. Still won't work. I tried asking the chat bot and it said to reset the password... but that's the stage where she gets stopped every time.

So my questions are

1. How do you unfreeze an account?

2. How do you actually contact Public Mobile?

Thanks everyone. Her plan has expired so we're hoping to get her reactivated ASAP.

Re: Cannot reset password - frozen out, no way to unfreeze?

gblackma — Fri, 27 Mar 2020 14:13:33 GMT

@kathryncsms your friend would have to contact a moderator and ask them to for a password reset link. Click on the green questionmark in the white circle at the bottom right of your screen. This connects to the autobot Simon. Type moderator and follow the prompts to get to one (CLICK on account specific question and human and submit a ticket).

Keep an eye on the envelope top right of your screen. The mods answer will show up there.
You can also enable email notification to receive a private message notification in your email INBOX.
My settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

Or contact them directly using this private message link

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

You can reactivate a suspended account online or by calling 611.
Via your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and amount due.
3. Select the reactivate account button.
4. Restart your phone.
or You can also use 611 to make your payment( once you know your 4 digit pin):
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

Let us know if it works. Thanks. Link on using 611. https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352#M20315

Re: Cannot reset password - frozen out, no way to unfreeze?

Dunkman — Fri, 27 Mar 2020 14:08:25 GMT

@kathryncsms

Your friend will need to contact moderator to get help. There is no call centre with PM.

Click on the question mark on the right lower corner of website to start ticketing process to contact moderator. Type: Contact moderator. Follow the prompts to submit ticket.

It can take a few hours for moderator to respond. You could buy a payment voucher in the meantime to activate the account via dealing 611. Vouchers can be bough either in store (walmart, gas stations) or online (recharge.com or ding.com - service fee applies)

Re: Cannot reset password - frozen out, no way to unfreeze?

kathryncsms — Fri, 27 Mar 2020 14:10:28 GMT

She wants to change her plan as well, so gaining access to her online account would be most helpful but thank you for the info!

Re: Cannot reset password - frozen out, no way to unfreeze?

gblackma — Fri, 27 Mar 2020 14:12:29 GMT

@kathryncsms here's a link on changing your plan https://www.publicmobile.ca/en/bc/get-help/articles/change-your-plan