topic Re: locked out after one attempt - help! in Get Support

locked out after one attempt - help!

ggraziani — Wed, 05 Jan 2022 17:27:17 GMT

My son was logging in and locked out after one attempt (using the correct email and pswd). How do I contact a moderator to sort this out? Thanks!

Re: locked out after one attempt - help!

Triguy — Sun, 09 Aug 2020 16:51:11 GMT

He could try the forgot password link.

https://selfserve.publicmobile.ca/forgot-password/

Here’s when and how to contact the Moderator Team:

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: locked out after one attempt - help!

Staliger — Sun, 09 Aug 2020 16:51:33 GMT

@ggraziani You can either create a ticket by clicking on ? on the bottom right side of the page or by sending a direct message here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: locked out after one attempt - help!

ggraziani — Sun, 09 Aug 2020 16:55:18 GMT

thx - tried resetting pswd - no luck. Just sent message to moderators. Thank you!

Re: locked out after one attempt - help!

Dunkman — Sun, 09 Aug 2020 16:55:24 GMT

@ggraziani

Website can be finicky. You can try again in one hour. Clear cache or incognito mode. I had similar issue with one of my accounts also a couple of weeks ago.

Re: locked out after one attempt - help!

ggraziani — Sun, 09 Aug 2020 16:57:58 GMT

thanks. how do you go incognito?

Re: locked out after one attempt - help!

Triguy — Sun, 09 Aug 2020 17:04:43 GMT

Here is more info using Google Chrome.

https://www.lifewire.com/incognito-mode-google-chrome-4103635

Re: locked out after one attempt - help!

ggraziani — Sun, 09 Aug 2020 17:18:02 GMT

thanks. but even in incognito just get the same locked out message and not able to change pswd.

Re: locked out after one attempt - help!

RossN — Sun, 09 Aug 2020 17:22:47 GMT

@ggraziani wrote:
thanks. but even in incognito just get the same locked out message and not able to change pswd.

@ggraziani hi was the account suspended more than 90 days? if so the account is closed permanently

Re: locked out after one attempt - help!

ggraziani — Sun, 09 Aug 2020 17:27:10 GMT

nope - just today after one attempt at logging in. he'd run out of data and needed to add more. phone has been working fine until today. thx

Re: locked out after one attempt - help!

RossN — Sun, 09 Aug 2020 17:43:41 GMT

@ggraziani

@ggraziani wrote:
nope - just today after one attempt at logging in. he'd run out of data and needed to add more. phone has been working fine until today. thx

@ggraziani hi you can add more data by dialing *611 on his phone with a voucher or credit card on file

Re: locked out after one attempt - help!

ggraziani — Sun, 09 Aug 2020 17:40:32 GMT

thx will get him to try the *611 thing. not sure about cc or voucher... in communication with moderator so fingers crossed.

Re: locked out after one attempt - help!

John_G1 — Sat, 30 Sep 2023 19:10:33 GMT

but if the card no longer has a valid number (because new card issued), then that will not work. I suspect an agent will be needed.