topic Re: Lost / stolen in Get Support

Lost / stolen

Unique74 — Wed, 05 Jan 2022 18:09:13 GMT

I can't log in my account is disabled for some reason. I need to go to plans and add-ons to do the lost n stolen report deactivation so I can fix it BUT I go to self serve and part add-on but all I can see is the community posts and ask a question. Can you plz help me? I can't even call 611

Thanks

Re: Lost / stolen

gblackma — Wed, 09 Sep 2020 21:45:53 GMT

@Unique74 if its been under 90 days since you placed it on lost/ stolen contact the moderators and ask them for a temporary password to your self service account. There are 2 ways to contact the Moderator Team:

Faster response- 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.
Slower- 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.

Once connected to Simon, 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.

- Keep an eye on the envelope top right of your screen. The mods answer will show up there. When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe.

Re: Lost / stolen

cavemantoronto — Wed, 09 Sep 2020 21:53:15 GMT

@Unique74 wrote:
I can't log in my account is disabled for some reason. I need to go to plans and add-ons to do the lost n stolen report deactivation so I can fix it BUT I go to self serve and part add-on but all I can see is the community posts and ask a question. Can you plz help me? I can't even call 611
Thanks

Losing your phone doesn't disable your account. When's the last time you were in? The account would also stop working if someone port the number out.

Re: Lost / stolen

gblackma — Wed, 09 Sep 2020 21:59:42 GMT

@Unique74 dial 1 855 4public from another ph9ne and use the 611 ibr system if you know your 4 digit pin to disable your autopay credit card. Here's a link on how to use it.

https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352/highlight/true#M20315

Re: Lost / stolen

popping — Wed, 09 Sep 2020 22:04:12 GMT

@Unique74 wrote:
I can't log in my account is disabled for some reason. I need to go to plans and add-ons to do the lost n stolen report deactivation so I can fix it BUT I go to self serve and part add-on but all I can see is the community posts and ask a question. Can you plz help me? I can't even call 611
Thanks

You should have two accounts and two separate login username and password. You are currently posted a message on PM community forum.

The username for your self-serve account is your email address. You can reset your password by using the Forgot your password? link on the self-serve login page. https://selfserve.publicmobile.ca/

You need the answer of your security question to use the Forgot your password? link.

If you forgot the answer to your security question, create a moderator support ticket for help using this link https://publicmobile.ca.ada.support/chat/
Tell SIMon what is the issue (important) - "forget password and answer to security question"

Re: Lost / stolen

computergeek541 — Tue, 15 Sep 2020 21:23:38 GMT