topic Re: Daughter is locked out in Get Support

Daughter is locked out

marspice — Sun, 15 May 2022 05:39:19 GMT

Hello, my daughter is having trouble getting into her account. We can't seem to reset password. Also would like to change her email address. HELP!

Re: Daughter is locked out

darlicious — Sun, 15 May 2022 05:48:33 GMT

@marspice

Only customer support can update your daughter's email so you will have to wait until morning. But you can send a support ticket in now and they will reply first thing in the morning. Make sure you use your daughter's account to verify.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here

Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.

Re: Daughter is locked out

computergeek541 — Sun, 15 May 2022 07:17:53 GMT

Re: Daughter is locked out

esjliv — Sun, 15 May 2022 12:56:19 GMT

@marspice -

Have you ever created a self serve account before for your daughter? If not you can register for one here:

https://selfserve.publicmobile.ca/self-registration/

If you have created a self serve account and you are having issues logging in, try clearing your browser's cache, or try a different browser or device. Opening a tab in incognito mode may help as well.

Also, too many failed attempts may temporarily lock your account access. So wait 15+ minutes before you try again.

If having issues with your password, use the Forgot your password option to reset it, found here: https://selfserve.publicmobile.ca/forgot-password/

If your daughter's account has been in nonpay/suspended status for over 90 days then her account, phone number and access to self serve is closed/gone. Otherwise, see other suggestions, and if issues persist contact CSA to get her back into her account.

Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: Daughter is locked out

computergeek541 — Sun, 15 May 2022 13:11:12 GMT

Please do not encourage people to impersontate others.