topic Re: Can't access my account in Get Support

Can't access my account

Martinamarcozzi — Fri, 20 May 2022 19:01:43 GMT

Can't access my account I forgot my password. Now the stupid system locked me out after only 2 attempts. I haven't log in my account for so long because every time is such a pain in the back.

Re: Can't access my account

DDM69 — Fri, 20 May 2022 19:21:32 GMT

Please submit a ticket and someone will be able to help you shortly. Losing your password can be a real challenge with anything these days.
Good luck.

Re: Can't access my account

JL9 — Fri, 20 May 2022 20:10:31 GMT

Have you tried the forgot password link? If you know your security answer you may be able to resolve it quickly

Re: Can't access my account

esjliv — Fri, 20 May 2022 21:01:41 GMT

@Martinamarcozzi

Have you ever created a self serve account before, 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.

Then try the "forgot your password" option: https://selfserve.publicmobile.ca/forgot-password/

If suspended for over 90 days, then you lost your account, phone number and access to self serve.

If still a current customer and still having issues, contact CSA for help. Methods to submit tickets to Public Mobile Customer Support Agents (CSA) found here:
https://www.publicmobile.ca/en/ns/get-help/articles/contact-an-agent

Re: Can't access my account

Community_QA — Fri, 20 May 2022 23:30:53 GMT

just wait an hour , and some said 15 mins

But it's good they do that. If someone can easily heck into it, SIM fraud will follow

Re: Can't access my account

computergeek541 — Fri, 20 May 2022 23:43:45 GMT

@Community_QA

The lockout wait time is exactly 15 minutes but the website says 1 hour.

Re: Can't access my account

Community_QA — Fri, 20 May 2022 23:53:09 GMT

Good to know. @computergeek541 , thanks

Re: Can't access my account

BKNS27 — Sat, 21 May 2022 00:22:29 GMT

@Martinamarcozzi

You must have entered the wrong password in your 2 attempts to login to your account.

The system is to prevent hackers trying to access your account so I wouldn’t blame the system. In the future, enter your password in your phone under Notes.

Just wait 15 - 30 minutes to login to your account and click Forgot Password and answer your security question.

Re: Can't access my account

Martinamarcozzi — Sat, 21 May 2022 01:10:56 GMT

I've waited more than an hour and I'm still locked out, I tried forgot password and I can't access my security questions as after I put my email tells me I can't continue because I'm locked out...unreal

Re: Can't access my account

softech — Sat, 21 May 2022 01:12:05 GMT

@Martinamarcozzi At this point, just open a ticket with PM Support and have them to reset it 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".

2. Or 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 icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Can't access my account

Martinamarcozzi — Sat, 21 May 2022 01:16:28 GMT

No. Not even the bank has a more stupid security system. Can't contact customer service can't call none to help you can't even try reset password because after I put my email it says I'm locked out so can't access security questions the website just doesn't work properly and I'm having difficulty submitting a ticket It's just unbelievable how useless this service is