topic Unable to sign in or reset password to update payment information in Get Support

Unable to sign in or reset password to update payment information

metalowns — Wed, 06 Apr 2022 03:13:37 GMT

My account has been locked out after a credit card inactivated due to fraudulent charges found on the old card. Could you please help me reset my login so that I can update my payment info?

Re: Unable to sign in or reset password to update payment information

softech — Wed, 06 Apr 2022 03:17:17 GMT

@metalowns it could be just a one hour temporary lock, you can first wait the full hour and try again

if you still unable to login, try to use Reset Password link first

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

Enter the correct email you used , then answer the security question to reset the password

If you are unable to reset it that way, then open a ticket with PM Support and they can sort it out for you:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

***Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

Re: Unable to sign in or reset password to update payment information

metalowns — Wed, 06 Apr 2022 03:20:00 GMT

Thanks for the pointers. Totally new to this forum, so appreciate it. Unfortunately it's been over 10h. I've reached out to CS via DM

Re: Unable to sign in or reset password to update payment information

softech — Wed, 06 Apr 2022 03:23:03 GMT

@metalowns Once you got the access back, you can update the credit card by going to the Payment Tab, click Manage My Card, then click Replace this credit card to enter your new credit card there

https://selfserve.publicmobile.ca/Overview/payment/Make-a-Payment/

After successfully enter the new card, you might want to make a manual payment to confirm the credit is entered and can be used without issue

Re: Unable to sign in or reset password to update payment information

dust2dust — Wed, 06 Apr 2022 03:28:51 GMT

You're going to need to buy vouchers and provide those to the support people. This sounds like a chargeback situation. Contact them and they will guide you through the process.