topic Re: Message unauthorized in Get Support

Message unauthorized

Ericsparrow56 — Sat, 16 Jul 2022 00:01:19 GMT

Anyone having this issue when trying to log into their self serve account? No matter what I try, it still shows up. I've tried on 3 different phones, a laptop and 2 other people's phones...all the same outcome. I've tried to submit a ticket AND resetting my password, and it says there was a issue. My plan is active too. Everything is working the way it should.

Re: Message unauthorized

hTideGnow — Sat, 16 Jul 2022 00:04:22 GMT

HI @Ericsparrow56

Yes, I got it too sometimes, I used another browser and can get back in

You can also clear cache and restart browser, or use Incognito mode.

Re: Message unauthorized

Timer — Sat, 16 Jul 2022 00:09:21 GMT

@Ericsparrow56

open from computer browser and use one page inPrivate mode,

Re: Message unauthorized

Ericsparrow56 — Sat, 16 Jul 2022 00:13:18 GMT

I've tried all that. Still nothing

Re: Message unauthorized

hTideGnow — Sat, 16 Jul 2022 00:22:36 GMT

Hi @Ericsparrow56

um.. it works for me.

Try another device (computer or phones) if possible.

Maybe a ticket with PM CS Agent:

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

start by typing : Contact CS Agent
then Click "Contact Us"
then Click "Other"
finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After 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: Message unauthorized

parkerremy2 — Sat, 16 Jul 2022 00:43:40 GMT

YES it's driving me insane. They need to figure this out and fix it

Re: Message unauthorized

parkerremy2 — Sat, 16 Jul 2022 00:44:41 GMT

OP clearly stated that they had tried multiple different devices and a laptop

Re: Message unauthorized

Ericsparrow56 — Sat, 16 Jul 2022 00:57:19 GMT

Ok..so it's not just my account. Funny thing is, my girlfriend and daughter can sign into theirs no problems.

Re: Message unauthorized

JL9 — Sat, 16 Jul 2022 01:32:11 GMT

Yeah a bunch of different errors and screens come up it seems, even before the new overhaul, bit of a pain but I guess it just comes with the territory

Re: Message unauthorized

hTideGnow — Sat, 16 Jul 2022 01:33:38 GMT

@Ericsparrow56 wrote:
Ok..so it's not just my account. Funny thing is, my girlfriend and daughter can sign into theirs no problems.

HI @Ericsparrow56 they can login on the device you tried? then yes, it could be problem on the backend, open ticket with CS Agent

Re: Message unauthorized

hTideGnow — Sat, 16 Jul 2022 01:34:39 GMT

HI @parkerremy2 yeah, that's great. OP confirmed it could be account related and not just cache.

Re: Message unauthorized

parkerremy2 — Tue, 26 Jul 2022 20:06:49 GMT

Ok, great. So if it were account related how would it make any difference if they had tried to sign in via another device or laptop/computer?

Re: Message unauthorized

ValeryD1 — Sat, 01 Jul 2023 11:27:27 GMT

I dealt with the problem by changing the passport and clearing the cache.
The first is to clear the cache, data of the apps on the phone and the cache computer (chrome)
Second, when entering your account, select the option - I forgot my passport and go through the procedure for changing the passport.