topic Re: Locked out of my account in Get Support

Locked out of my account

mmccoy — Tue, 22 Feb 2022 10:56:16 GMT

I’m locked out of my account. Don’t know my PIN number or security question to pay or change my credit card

Re: Locked out of my account

BeachNBeer — Tue, 22 Feb 2022 10:57:46 GMT

@mmccoy

Contact customer service agents.

Open a ticket via:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)

Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:

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

and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

Re: Locked out of my account

esjliv — Tue, 22 Feb 2022 11:09:51 GMT

@mmccoy wrote:
I’m locked out of my account. Don’t know my PIN number or security question to pay or change my credit card

@mmccoy - have you been having this issues for one month now?

Your first post was the same: https://productioncommunity.publicmobile.ca/t5/Get-Support/Locked-out/m-p/775190/highlight/true#M514447

Are you current in a nonpay/suspended status?

NOTE - After 90 days of suspended/non-payment status, your account will be permanently deactivated, which means you will:

1 - Lose access to your phone number (and Self Serve account), any rewards or Available Funds balance that was in your account at time of suspension, and won’t be able to transfer the phone number to a new provider in the future.

2 - Need a new Public Mobile SIM card if you decide to activate a new Public Mobile account.

Otherwise, follow @BeachNBeer advice to submit a ticket to CSA.

Re: Locked out of my account

esjliv — Tue, 22 Feb 2022 11:15:51 GMT

@mmccoy - while you wait for help from CSA to get you back into your account (if active with 90 days) you can top up your account by using vouchers, you do not need your account pin for this.

See help article here:

https://www.publicmobile.ca/en/on/get-help/articles/pay-for-your-services-through-611

Re: Locked out of my account

mmccoy — Tue, 22 Feb 2022 11:28:12 GMT

using 611 it asked for my PIN number which I don’t have

Re: Locked out of my account

esjliv — Tue, 22 Feb 2022 11:31:42 GMT

@mmccoy wrote:
I’m locked out of my account. Don’t know my PIN number or security question to pay or change my credit card

@mmccoy - do you have a voucher in hand?

You do not need your Account PIN to add a voucher to your account when calling from your Public Mobile device.

You can try topping up using Recharge (there is a small fee to do this)

https://www.recharge.com/en/canada/public-mobile-top-up?aid=125&gclid=Cj0KCQjw6sHzBRCbARIsAF8FMpXqFDlMLZhEayEurKb2fPKmLBsPkHKa4V0aJTlbqc7zUZRSGDr6QN8aAkczEALw_wcB

See methods of payments here:

https://www.publicmobile.ca/en/on/get-help/articles/voucher-payment-options

Re: Locked out of my account

mmccoy — Tue, 22 Feb 2022 11:33:21 GMT

My payment ended up going through last month so I do have service. Yesterday they sent me a message saying my credit card was expiring in 7 days. I can’t get intommy account to update it. Tried to pay using 611 and was asked for PIN number which I don’t have

Re: Locked out of my account

esjliv — Tue, 22 Feb 2022 11:39:20 GMT

@mmccoy - that message is asking you for the Voucher PIN number.

Ok, good that you have services. Have you ever registered for a self serve account before?

If not, you can do that here: https://selfserve.publicmobile.ca/self-registration/

Then when you get in, navigate to the PAYMENT tab and go to the bottom, left of the page to update your credit card:

Otherwise, if you are still having issues getting in your account, follow @BeachNBeer methods, as already posted, to get help with Customer Support (CSA).

Re: Locked out of my account

mmccoy — Tue, 22 Feb 2022 11:40:24 GMT

It said I need to register my credit card in self serve. That is where I am locked out if.

Re: Locked out of my account

mmccoy — Tue, 22 Feb 2022 11:43:28 GMT

said I have to get into self serve to register credit card. Can’t get into self serve

Re: Locked out of my account

esjliv — Tue, 22 Feb 2022 11:44:48 GMT

@mmccoy wrote:
It said I need to register my credit card in self serve. That is where I am locked out if.

@mmccoy - if you just locked yourself out this morning, then this could be temporary lock from too many failed attempts.

Wait an hour and try again. When you do try, open a tab in incognito mode or clear your browser's cache/history.

Or, if you never credited an account (meaning you activated in-store, and not set up a My Account/Self Serve yet, see the link to register for one above.

OR, see @BeachNBeer 's post to get help with Public Mobile Representatives (CSA).

We are all customers/members like you here, and do not have access to your account like CSA does.

Re: Locked out of my account

computergeek541 — Tue, 22 Feb 2022 14:11:44 GMT

Re: Locked out of my account

Yummy — Tue, 22 Feb 2022 15:50:51 GMT

@mmccoy wrote:
I’m locked out of my account. Don’t know my PIN number or security question to pay or change my credit card

I am aware of only 2 PIN types:

- One is to log in into your voice mail; this one can be changed by customer itself

- Another one is secret PIN to confirm your identity when communicating with agent; this one cannot be changed by customer and agent has to be contacted to change it for you. Agent CANNOT see that PIN either but can update it.

Re: Locked out of my account

mmccoy — Tue, 01 Mar 2022 12:59:40 GMT

all good thanks folks