topic Re: Account locked in Get Support

Account locked

Joebhoy — Wed, 05 Jan 2022 15:14:10 GMT

Have an account for my grandson with his own account set up but using my credit card, I’m no longer using that card and now he can’t remember his account info email and password

need help to reset

Re: Account locked

gblackma — Sat, 04 Apr 2020 01:16:51 GMT

@Joebhoy contact the moderators directly through private message here and explain your situation https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there.
You can also enable email notification to receive a private message notification sent to your email.
Go into your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

Re: Account locked

dabr — Sat, 04 Apr 2020 01:18:13 GMT

@Joebhoy wrote:
Have an account for my grandson with his own account set up but using my credit card, I’m no longer using that card and now he can’t remember his account info email and password
need help to reset

You'll need to submit a ticket to moderators via SIMon here: https://publicmobile.ca.ada.support/chat/

Type in your issue, select contact us/moderators, then submit ticket when these options appear and follow the prompts to finish.

Response time to hear back can be a day or more at this time as moderators are short staffed because fo the current pandemic and be prepared to wait.

Re: Account locked

geopublic — Sat, 04 Apr 2020 01:19:42 GMT

@Joebhoy How many emails does your grandson have? Without being able to verify that account there is not much that can be done.

Re: Account locked

dabr — Sat, 04 Apr 2020 01:23:34 GMT

@geopublic wrote:
@Joebhoy How many emails does your grandson have? Without being able to verify that account there is not much that can be done.

@geopublic If OP can provide details of the CC that was used to pay for the grandson's account, wouldn't that count as verification?

Re: Account locked

geopublic — Sat, 04 Apr 2020 01:27:47 GMT

@dabr If I had your cc info and your phone number should I have access to your account?

Re: Account locked

Joebhoy — Sat, 04 Apr 2020 01:35:26 GMT

Re: Account locked

geopublic — Sat, 04 Apr 2020 01:38:11 GMT

Credit card

Re: Account locked

dabr — Sat, 04 Apr 2020 01:40:18 GMT

@geopublic wrote:
@dabr If I had your cc info and your phone number should I have access to your account?

@geopublic No, I'm not saying that it should be that easy and that PM should act based upon providing only the CC info because IIRC there are some other information required for verification as well. In this case it seems OP is trying to update CC used for paying for the grandson's account?

Re: Account locked

Joebhoy — Sat, 04 Apr 2020 01:41:47 GMT

You want my credit card #?

Re: Account locked

dabr — Sat, 04 Apr 2020 01:43:21 GMT

@Joebhoy wrote:
You want my credit card #?

NO we don't want your CC # and don't post anything personal here as this is a public forum. Only the moderators need that information, they are PM employees.

Re: Account locked

gblackma — Sat, 04 Apr 2020 01:46:30 GMT

No one wants your credit card @Joebhoy please don't post it here its a public forum. You may have to give it to prove proof of ownership on the account to the moderators.

Re: Account locked

geopublic — Sat, 04 Apr 2020 01:45:00 GMT

@Joebhoy No, we are all customers here so please do not post any personal info. You need to submit a ticket to Public Mobile for help

Good Luck.

Re: Account locked

gblackma — Sat, 04 Apr 2020 01:45:44 GMT

@Joebhoy did you contact the moderators? Thanks.

Re: Account locked

Joebhoy — Sat, 04 Apr 2020 01:45:51 GMT

Ok thanks I wasn’t about to Post it anyway

Re: Account locked

Joebhoy — Sat, 04 Apr 2020 01:46:38 GMT

Re: Account locked

Joebhoy — Sat, 04 Apr 2020 01:47:16 GMT

Doing it now cheers

Re: Account locked

gblackma — Sat, 04 Apr 2020 01:51:51 GMT

@Joebhoy once you gain access to the account, to change your credit card information see article https://www.publicmobile.ca/en/bc/get-help/articles/register-your-payment-card . And see screenshot

When entering your debit/ credit card information:
1. Enter the credit card address exactly as it appears on your statement ( capitalize all if necessary ).
2. Leave the apartment field blank, if applicable enter your apt in the street address field ie xxx - street address.
3. Enter your postal code without spaces ( if there is a space on the credit card statement then enter the first 5 digits only with the space).

Re: Account locked

kselmak — Sat, 04 Apr 2020 02:09:58 GMT

Hi @Joebhoy

Moderators will not talk to you

Your grandson will have to create community account and contract them

He will need to price that he's owner of that account, he'll need pin name and other info he should know. He will most likely need the last 4 digits of your old credit card, so give it to him.

Then they'll help him to get the acess to the account and he'll be able to change payment method.

He can reach them directlyhttps://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437