topic Re: Locked out in Get Support

Locked out

Germi — Wed, 05 Jan 2022 15:25:51 GMT

I forgot my security answer to my question, to reset my password to log into account.

Re: Locked out

iliketotalk — Sat, 18 Apr 2020 18:55:12 GMT

@Germi Hi you can contact a moderator by clicking on the ? Bottom right hand corner and asking Simon to speak to a human tell them that you need a temporary password and They can help you

Re: Locked out

ShawnC13 — Sat, 18 Apr 2020 18:55:23 GMT

@Germi wrote:
I forgot my security answer to my question, to reset my password to log into account.

If you can't remember your security password for the forgot password function you will need to contact the moderators to help you.

To contact the moderators you need to click on the "?" in the bottom right-hand corner of the screen. This will take you to SIMon the chatbot and there you will follow the prompts to raise a trouble ticket.

Community Moderators are available from Monday-Friday 8 am(Eastern) to 12 am(Eastern) and Saturday, and Sunday from 8 am(Eastern) to 10 pm(Eastern)

More info on moderators

Re: Locked out

CS_Agent — Sat, 18 Apr 2020 19:24:16 GMT

Hello!

Re: Locked out

gblackma — Sat, 18 Apr 2020 19:00:34 GMT

@Germi wait 1 hour from last attempt, clear your browser history, go to private/incognito mode and try again to login. Once inside, you can find your secret question and answer in your self service account. If this fails, contact the moderators and ask them for a temporary password.

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 "No I want a human" and "Submit a ticket Click me!")
Once connected, you will be asked to log in again with your community user name and password. Please do, this allows you to continue and send your message.
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

Stay safe.

Re: Locked out

hairbag1 — Sat, 18 Apr 2020 19:26:29 GMT

@Moderator_Team wrote:
Hello!

Several weeks ago, we were told that due to covid....the Moderators would only be responding to the most urgent queries first and to expect slower than normal response times to ordinary questions. Has this information changed ...the response to this one took mere minutes. FASTER than normal. Way to go Mods ....you're the BEST!! 😷

Re: Locked out

Staliger — Sat, 18 Apr 2020 20:17:10 GMT

@Germi Did you resolve your issue? By clicking on ? on bottom right of the page you can ask to contact moderators, and they will help you to get access back.

Re: Locked out

Dkanch66 — Tue, 21 Apr 2020 19:28:33 GMT

I ported my number to a different carrier but wanted a new piblic phone number for my current sim so that I can have two cellphones.

I have $53 credit on my account but I am now locked out and cannot activate my current sim. can you please help

Re: Locked out

gblackma — Tue, 21 Apr 2020 19:30:44 GMT

Sorry @Dkanch66 , once you ported your number out it closed your account. Stay safe

Re: Locked out

Anonymous — Tue, 21 Apr 2020 19:30:49 GMT

@Dkanch66 wrote:
I ported my number to a different carrier but wanted a new piblic phone number for my current sim so that I can have two cellphones.
I have $53 credit on my account but I am now locked out and cannot activate my current sim. can you please help

Porting out closes and forfeits everything. The number is the key to the realm.

Your second phone will need a new SIM and unique email address and start fresh.

Re: Locked out

computergeek541 — Tue, 21 Apr 2020 20:39:28 GMT

@Anonymous wrote:
@Dkanch66 wrote:
I ported my number to a different carrier but wanted a new piblic phone number for my current sim so that I can have two cellphones.
I have $53 credit on my account but I am now locked out and cannot activate my current sim. can you please help
Porting out closes and forfeits everything. The number is the key to the realm.
Your second phone will need a new SIM and unique email address and start fresh.

I hope that the plan is still offered by Public Mobile. @Dkanch66, you'll also have to choose from the currently offered plans. If your plan was an old one that was discontinued, you won't be able to get that back.

Re: Locked out

Dkanch66 — Tue, 21 Apr 2020 21:34:28 GMT

do I have to set up an all new account? will I get credit back the $53 when i select a new plan and am I able to use the old sim card

thank you

Re: Locked out

Anonymous — Tue, 21 Apr 2020 21:43:14 GMT

@Dkanch66 wrote:
do I have to set up an all new account? will I get credit back the $53 when i select a new plan and am I able to use the old sim card
thank you

Yes. New unique email address too.

No.