topic Re: Can’t log in in Get Support

Can’t log in

jullieus — Wed, 09 Mar 2022 01:33:24 GMT

Why can’t I login? Tried to and it said I had to come here…

Re: Can’t log in

hTideGnow — Wed, 09 Mar 2022 01:35:19 GMT

HI @jullieus Login to My Account?

did you ever create one? if you activated online, you should have one created

But if you activate instore, then likely you will have to create a new one

Also, the Community login is different from My Account. They are 2 different systems. My Account uses email address to login

Re: Can’t log in

esjliv — Wed, 09 Mar 2022 01:36:48 GMT

@jullieus wrote:
Why can’t I login? Tried to and it said I had to come here…

@jullieus - are you a current customer, or have been active within 90 days?

If you have not created a self serve account before and are a current customer, you can register for one here:https://selfserve.publicmobile.ca/self-registration/

If you have created an account before, try the Forgot your password option, found here: https://selfserve.publicmobile.ca/forgot-password/

If you are having issues with this method, you will need Customer Support help. To contact then see two methods found here:https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: Can’t log in

jullieus — Wed, 09 Mar 2022 01:39:13 GMT

Yes I’ve been a customer for almost two years. My account has been active and my payment isn’t due till the 11th of the month.

Re: Can’t log in

jullieus — Wed, 09 Mar 2022 01:41:17 GMT

I’ve been a customer with the same SIM and phone number for almost two years now. I was using the My Account login.

Re: Can’t log in

esjliv — Wed, 09 Mar 2022 01:44:28 GMT

@jullieus wrote:
I’ve been a customer with the same SIM and phone number for almost two years now. I was using the My Account login.

@jullieus - were you ever able to log into My Account before?

Or, you never created an account?

Re: Can’t log in

hTideGnow — Wed, 09 Mar 2022 01:46:27 GMT

@jullieus wrote:
I’ve been a customer with the same SIM and phone number for almost two years now. I was using the My Account login.

HI @jullieus Since you have been here long, you should have setup an account already. I suggest you to simply open ticket with PM Support and have them to confirm if you have an account already and reset it for you

Re: Can’t log in

jullieus — Wed, 09 Mar 2022 01:47:53 GMT

No I’ve had an account made and have been able to log in up until this afternoon and lost service on my phone at work. Tried to login when I got home to wifi and it said I couldn’t; it was disabled. I don’t understand why though and said I had to come to the community.

Re: Can’t log in

esjliv — Wed, 09 Mar 2022 01:51:19 GMT

@jullieus wrote:
No I’ve had an account made and have been able to log in up until this afternoon and lost service on my phone at work. Tried to login when I got home to wifi and it said I couldn’t; it was disabled. I don’t understand why though and said I had to come to the community.

@jullieus - where does the Forgot your password option take you?

Try clearing your browser's cache and/or open a tab in incognito mode and try that way.

Can you call 611, or # 1-855-478-2542 from another device to check information/status on your account?

Re: Can’t log in

jullieus — Wed, 09 Mar 2022 02:02:18 GMT

When I tried resetting it says “you’ve been locked out. Please contact public mobile for help.”

so I guess try and call them from another number…

Re: Can’t log in

popping — Wed, 09 Mar 2022 02:03:50 GMT

@jullieus wrote:
Yes I’ve been a customer for almost two years. My account has been active and my payment isn’t due till the 11th of the month.

PM billing cycle is 30 days. Therefore, your next renewal date changes depending how many days in a month.

Are you sure that your next renewal date is March 11?

Do you have autopay enabled?

If not, your account may be suspended earlier today with payment.

Did you try to use the Forgot your password? link on the login page to reset your password?

Re: Can’t log in

esjliv — Wed, 09 Mar 2022 02:03:58 GMT

@jullieus wrote:
When I tried resetting it says “you’ve been locked out. Please contact public mobile for help.”

so I guess try and call them from another number…

@jullieus - or you have a temporary lock from too many failed attempts. Usually clears up in 15+ minutes.

Try again a bit later.

Re: Can’t log in

jullieus — Wed, 09 Mar 2022 02:06:38 GMT

Sorry it’s the 11th of this month; like a few days away. Literally got my text this morning letting me know my payment was coming up. I also had auto-pay set up.

Re: Can’t log in

popping — Wed, 09 Mar 2022 05:14:10 GMT

@jullieus wrote:
Sorry it’s the 11th of this month; like a few days away. Literally got my text this morning letting me know my payment was coming up. I also had auto-pay set up.

Sorry, I forgot about the PM payment remainder text message. Your account and SIM card should be working. Let's debug what is not working...

1. Turn off your phone. Take your SIM card out and put it back in your phone. Start your phone again.

If your phone works after restart, create a support ticket to ask CSA to find out why you cannot login.

If your phone is still not working after restart, try next debugging step.

2. Test your PM SIM card in another working phone from your family member or friend.

If your PM SIM card works with a working phone, your phone may not be working.

3. Put the SIM card from your family member or friend in your phone, If your phone does not work with a good working SIM card, something is not working in your phone. Time to look for a new phone.

Re: Can’t log in

brit — Thu, 10 Mar 2022 00:57:19 GMT

Having to call them is so unhelpful when you’re phone isn’t working!
I’m experiencing the exact same issue- it came on suddenly today when I updated my phone to IOS 15.3.1. Now I have no service and my account says my login has been disabled and to come here. Frustrating, to say the least.