topic Re: Log In Fail in Get Support

Log In Fail

haileefernn — Wed, 05 Jan 2022 17:06:28 GMT

I cannot log into my self serve account.

Re: Log In Fail

computergeek541 — Wed, 15 Jul 2020 04:35:10 GMT

@haileefernn wrote:
I cannot log into my self serve account.

First, wait about an hour before trying again as you might have temporarily locked yourself out by trying too many times.

Your password can be reset by going to https://selfserve.publicmobile.ca/forgot-password/ .

If that doesn't work, you'll need to open a ticket at https://publicmobile.ca.ada.support/chat .

Re: Log In Fail

NDesai — Wed, 15 Jul 2020 04:35:11 GMT

@haileefernn Try resetting your password from this link: https://selfserve.publicmobile.ca/forgot-password/

If you are unable to reset your password, please contact the moderator team.

https://www.publicmobile.ca/en/bc/get-help/articles/contact-a-moderator

Data Ran Out

haileefernn — Wed, 15 Jul 2020 04:35:22 GMT

I would like to upgrade my plan and add more data onto my phone. However, I cannot log into my self serve account to do so. I cannot remember any of my log in information.

Re: Log In Fail

haileefernn — Wed, 15 Jul 2020 04:36:43 GMT

When I try resetting my password, I get a notification that my username does not match up. When I try creating an account, it says my phone number is already registered with an account.

Re: Log In Fail

computergeek541 — Wed, 15 Jul 2020 04:39:56 GMT

@haileefernn wrote:
When I try resetting my password, I get a notification that my username does not match up. When I try creating an account, it says my phone number is already registered with an account.

You'll need to follow the instructions provided earlier for contacting a moderator.

As for upgrading your plan, an immediate plan change would be required if you want data to start working again. However, you'll want to remember that there will be no refund of the unused days of the old plan, and if you ever decide to swtich back to your old plan, it might not be available in the future. The other option would be to purchase a data add-on. 1GB can be purchased for $15.

Re: Log In Fail

gpixel — Wed, 15 Jul 2020 04:40:24 GMT

@haileefernn you can contact customer support here

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

make sure to check your inbox(top right corner envelope icon) periodically, for a message

Moderators are available from Monday to Friday from 8AM to Midnight EST and from Saturday and Sunday from 8AM to 10PM PM EST

Re: Log In Fail

puynungc69 — Sun, 27 Sep 2020 02:42:45 GMT

but to get a ticket-- you have to remember your account number, which i forgot.

what do i do, if i forget my email username passwrd account number???? i cannot log in or get a ticket.

Re: Log In Fail

computergeek541 — Sun, 27 Sep 2020 02:45:02 GMT

@puynungc69 wrote:
but to get a ticket-- you have to remember your account number, which i forgot.
what do i do, if i forget my email username passwrd account number???? i cannot log in or get a ticket.

Account number is not needed to open a ticket. If you do not know your self serve login, the 4 digit PIN is enough to confirm for the moderators that the account is yours.

Re: Log In Fail

puynungc69 — Sun, 27 Sep 2020 02:47:16 GMT

my memory is horrendous. i don't remember my pin. it's been so many years that i ever used it

Re: Log In Fail

puynungc69 — Sun, 27 Sep 2020 02:48:50 GMT

can they not call me? although i have no service.

this is impossible when i cannot remember anything

Re: Log In Fail

Jb456 — Sun, 27 Sep 2020 02:52:03 GMT

@puynungc69 public mobile support is all done online. No call center. Click link below to private message moderators.

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

Re: Log In Fail

Anonymous — Sun, 27 Sep 2020 02:54:06 GMT

@puynungc69 wrote:
can they not call me? although i have no service.
this is impossible when i cannot remember anything

Sounds like with your memory y'gotta write stuff down.

If you still have the phone that you first activated on, you might find the PIN in your texts from 611. Or also maybe in your SIM messages. Or if you transferred all your text history. Or if you backed it all up somewhere.

If you still have your welcome email from when you activated then the account number would be embedded in the To:.

Re: Log In Fail

puynungc69 — Sun, 27 Sep 2020 02:56:47 GMT

i have to write stuff down and not remember where i wrote it either. i think i should take a photo of whatever i write down. 611 has no pin. and iv been with public for 9 yrs, so cannot retrieve it in the archives, doesn't go that far back. i'm stuck.

Re: Log In Fail

JoyLuck — Sun, 27 Sep 2020 02:58:36 GMT

@puynungc69 wrote:
i have to write stuff down and not remember where i wrote it either. i think i should take a photo of whatever i write down. 611 has no pin. and iv been with public for 9 yrs, so cannot retrieve it in the archives, doesn't go that far back. i'm stuck.

Use the link @Jb456 posted above. The moderators will assist you.

Re: Log In Fail

Jb456 — Sun, 27 Sep 2020 03:10:04 GMT

@puynungc69 I received your private message. The other person @JoyLuck didn't mean to private message me. They meant private message the moderators from the link I posted.

Here is the link again. This goes to the moderators who work for Public Mobile. When you write them you should include your name, the phone number , the address on file, maybe the last 4 digits of the credit card on file. They will then write you back asking for more information to confirm your identity. I understand you don't remember much but I'm sure they can figure away to get you access to your account again.

So please click this link to write them.

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

They will write back to your private inbox. Top rightish the envelop.Standard time frame is 24/48 hours but usually they're quicker.

Re: Log In Fail

Anonymous — Sun, 27 Sep 2020 03:08:14 GMT

@puynungc69 wrote:
i have to write stuff down and not remember where i wrote it either. i think i should take a photo of whatever i write down. 611 has no pin. and iv been with public for 9 yrs, so cannot retrieve it in the archives, doesn't go that far back. i'm stuck.

You said you had no service. You could buy a voucher online from recharge.com and redeem in the 611 service. You could also reactivate the account using instant top-up in some stores. If you have a number originating from Public Mobile then you could try the online instant top-ups like xoom.com. But not if you ported the number in.

Then at least you'd have service.

Do you have that original welcome email from here? 9 years. Impressive.

Re: Log In Fail

JoyLuck — Sun, 27 Sep 2020 03:27:32 GMT

@puynungc69

Adding to what @Anonymous posted above you can go to one of these stores and purchase a voucher to add to your account by dialing *611 from your phone. Some vouchers take up to 24 hours to activate. I have bought vouchers from Shoppers Drug Mart and those are instant. London Drugs can add money to your account right at the cash registers. As for adding your new credit card only the moderators can help you with that if you cannot access self service.

Re: Log In Fail

puynungc69 — Sun, 27 Sep 2020 03:30:08 GMT

thank you for all your help!

Re: Log In Fail

puynungc69 — Sun, 27 Sep 2020 03:31:26 GMT

i can dial 611 -even if my phone is deactivated?