topic Re: Locked out in Get Support

Locked out

BMG1 — Sun, 29 May 2022 18:07:54 GMT

Can’t access account

Re: Locked out

RossN — Sun, 29 May 2022 18:26:08 GMT

@BMG1 What is the exact message you see?If your forget password doesn’t work Use the ticketing system Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts look for response in your little envelope top right corner

Re: Locked out

hTideGnow — Sun, 29 May 2022 18:28:21 GMT

HI @BMG1 wait an hour first and see if you can login

If you still cannot login, use Forgot password to try to reset

Lastly , you can also open ticket with CS Agent and they can reset it for you

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

First type: "Forgot log in information"
Then Click "Contact Us"
Finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

Once ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):

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

Re: Locked out

esjliv — Sun, 29 May 2022 19:46:22 GMT

@BMG1

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. Do this after 15 + minutes from your last attempt incase you locked your account temporarily

NOTE:

If you have been in nonpay/suspended status for over 90 days, then you lost your Public Mobile account, phone number and access to self serve.

Porting you public mobile phone number to another provider also closes your account with PM automatically and you also lose access to your self serve account.