topic Re: Can’t log into my account in Get Support

Plan

Joewillier — Thu, 06 Jan 2022 07:36:53 GMT

I paid on a voucher for 45 and is saying I’m still out of minutes . I have 49 dollars on account

Re: Plan

darlicious — Fri, 30 Apr 2021 08:16:40 GMT

Are you on the $15 plan? If you want to purchase the $5/500min add on you have to log into your account. Go to the plans and add ons page. Scroll down to the add ons section. Tick ( 1 ) $5/500 canada wide minutes add on. Scroll down to the bottom of the page and confirm and submit the $5 payment for the add on. Go to your overview page and you will see it at the bottom l left with a minute counter. 500 Canada wide minutes.............0/500 min. Log out and reboot your phone. Make a call.

Can’t log into my account

Joewillier — Fri, 30 Apr 2021 08:30:24 GMT

My account

Re: Can’t log into my account

Joewillier — Fri, 30 Apr 2021 08:40:48 GMT

I paid for plan but says not in service I can’t log into self serve

Re: How to Navigate the Community

Joewillier — Fri, 30 Apr 2021 08:41:56 GMT

I paid 45 voucher did not work. I’m not good on this site

Re: Plan

Joewillier — Fri, 30 Apr 2021 08:42:39 GMT

Can’t log in

Re: Plan

Joewillier — Fri, 30 Apr 2021 08:43:01 GMT

Re: Plan

darlicious — Fri, 30 Apr 2021 08:48:58 GMT

@Joewillier

Don't tell me but do you know your email?

Re: Plan

Joewillier — Fri, 30 Apr 2021 08:52:29 GMT

I know my email . I can get into my community account but not my account to change my plan

Re: Plan

darlicious — Fri, 30 Apr 2021 08:53:58 GMT

@Joewillier

Lets see if we can work it out. You don't remember your password?

Re: Plan

Joewillier — Fri, 30 Apr 2021 08:54:25 GMT

Re: Plan

Joewillier — Fri, 30 Apr 2021 08:56:44 GMT

I can’t log in .

Re: Plan

darlicious — Fri, 30 Apr 2021 08:58:46 GMT

@Joewillier

Without telling me do you think you can remember your security question? Its something you picked like your mothers maiden name? Favourite sports team? Favourite highschool activity? Fathers birthdate?

Re: Plan

Joewillier — Fri, 30 Apr 2021 09:21:05 GMT

Re: Plan

darlicious — Fri, 30 Apr 2021 09:09:26 GMT

@Joewillier

Ok you should probably edit that answer out though....Click the 3 dots at the top right corner of your post. Click edit. Then you can delete your answer.

Re: Plan

Joewillier — Fri, 30 Apr 2021 09:11:41 GMT

Where

Re: Plan

darlicious — Fri, 30 Apr 2021 09:22:25 GMT

Lets see if this helps....

Resetting your Self-Serve password

If you forget your password, there’s no need to worry. You can create a new one by following these simple steps:

Click here.
Enter and confirm your email address, then answer the security question. You made the security question when you created your Self-Serve account.
You will receive an email outlining how to change your password. If you don’t get this email within 30 minutes, contact our Moderator Team here. You’ll need to be signed in to your Community account for the link to work.

Re: Can’t log into my account

HALIMACS — Fri, 30 Apr 2021 10:00:03 GMT

@Joewillier

When you call *611, do you get any messages about your account status?

Have you recently had service? Or have you been without service for greater than 90 days in which case your account would be permanently deactivated.

If you cannot login to self serve to check the status or confirm payment, you may have been locked out.

Wait one full hour, clear cache and cookies, open an incognito tab, and try again.

If you still cannot access your self serve account, you may need to contact the public mobile moderators to get access.

To contact a moderator, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type moderator, then select contact us, then select you need a human now. Follow the prompts to submit a ticket, or,
Send a private message to the moderator by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Can’t log into my account

Spudster — Fri, 30 Apr 2021 10:02:43 GMT

@Joewillier

You could also try the following:

Reboot your device
Toggle airplane mode on and off
Reset network connections

If you can get to a location which sells Public Mobile payment vouchers, try purchasing one and adding it to your account using *611

Re: How to Navigate the Community

computergeek541 — Fri, 30 Apr 2021 11:16:02 GMT

@Joewillier

Please try the voucher again in a few hours. There can sometimes be a delay before vouchers start working.

Edit: The three threads have been merged.