topic Re: Locked out in Get Support

Locked out

brihallworth — Thu, 30 Jun 2022 20:43:12 GMT

I'm unable to log into my self serve or reset my password, it keeps saying I'm locked out and need to contact help. Unsure of what to do because I can't make a payment if I don't log in. Thanks!

Re: Locked out

dabr — Thu, 30 Jun 2022 20:38:47 GMT

@brihallworth You can make a payment by dialing 611 on your phone and either by adding a voucher or with your registered CC if you know your 4 digit PIN.

For password reset you need to submit a ticket via chatbot here: https://www.publicmobile.ca/en/on/get-help

Re: Locked out

RossN — Thu, 30 Jun 2022 20:42:16 GMT

@brihallworth

hi it resets in an hour if you can’t get in contact a cs agent

1. you can open a ticket through Simon here https://publicmobile.ca/chatbot.

type request help with email and password

2. alternatively you can private message them here

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

check your community envelope for a rep

Re: Locked out

computergeek541 — Thu, 30 Jun 2022 20:44:54 GMT

@brihallworth wrote:
I'm unable to log into my self serve or reset my password, it keeps saying I'm locked out and need to contact help. Unsure of what to do because I can't make a payment if I don't log in. Thanks!

Some lockouts are removed after a preset amount of time of 3 hours. You can try again after that amount of time. However, there are some lockouts that do reset automatically, although I'm unsure of the criteria for those.

Re: Locked out

esjliv — Fri, 01 Jul 2022 02:23:41 GMT

@brihallworth - when was the last time you had active services?

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.

Otherwise, see other posts.