topic Re: forbidden in Get Support

forbidden

jdunn9 — Fri, 15 Jul 2022 13:57:11 GMT

when i try to log into my self serve account it shows forbidden. please help

Re: forbidden

Dunkman — Fri, 15 Jul 2022 14:06:06 GMT

With all the new changes recently, the website is finicky. Try a different web browser, clear cache or incognito/private mode. Or you can try a different device.

For example, I am using Safari on a Macbook. But, to log into my self service account, I need to be in Safari private mode.

Public mobile is aware of these quirks and bugs.

Re: forbidden

Meow — Fri, 15 Jul 2022 14:10:26 GMT

Try logging in using different browser or incognito mode.

Cleaning cache and history might help too.

Re: forbidden

jdunn9 — Fri, 15 Jul 2022 14:14:17 GMT

same result. tried clearing cookies and also incognito mode

Re: forbidden

popping — Fri, 15 Jul 2022 14:27:51 GMT

@jdunn9

If you are using Windows, try the Firefox browser. Chrome browser on Windows 10 did not work for me.

But the Chrome browser on my Android phone works.

Don't login the "My Account" and "My Rewards" concurrently as with the old self-serve portal. For now, logoff first before login to the other until PM fixes the concurrently problem.

Re: forbidden

XAFDX — Fri, 15 Jul 2022 16:21:37 GMT

I have the exact same issue, it happened yesterday when I had a rep change my account email address. They are trying to fix it by escalating to the next department but no luck so far (I have to wait 48 hours)

Re: forbidden

jdunn9 — Fri, 15 Jul 2022 16:23:28 GMT

they told me 24 hours and funny thing is i also had my email address changed but that was a couple months ago.

Re: forbidden

XAFDX — Fri, 15 Jul 2022 16:35:20 GMT

Strange, at least we found the common link. Let me know if it gets fixed!

Re: forbidden

jdunn9 — Tue, 19 Jul 2022 18:08:08 GMT

did you get yours fixed yet?

Re: forbidden

XAFDX — Tue, 19 Jul 2022 18:29:30 GMT

No, it seems they don’t know how to. I have been told wait 5 more days now.

Re: forbidden

popping — Tue, 19 Jul 2022 21:20:39 GMT

@XAFDX , @jdunn9

Clear your browser cache and cookies, restart your browser and try again. You can also use another browser and/or private mode.
Disable VPN if your VPN is turned on.
Change your IP address
- Write the IP address assigned to you by your ISP.
- Disconnect your ISP modem for 10 minutes.
- Reconnect your modem and check your IP address
- If you get the same IP address as before, you can disconnect modem for longer time and hoping another user connect and assign to your IP address. You can call ISP support to manually assign you with different IP address.
Reply to CSA message and ask CSA whether the PM server is blocking your IP address.

Good luck and report your result.

Re: forbidden

XAFDX — Wed, 20 Jul 2022 18:37:17 GMT

UPDATE: FIXED - the only way to fix it was to change the email back to what it was before and have the agent assign the temporary password “Public345” (you should change this after you get back into your account).

Re: forbidden

popping — Wed, 20 Jul 2022 19:18:35 GMT

@XAFDX

Thank you for your update.

Re: forbidden

jdunn9 — Wed, 20 Jul 2022 21:55:53 GMT

What if I don’t have access to that email address anymore?

Re: forbidden

jdunn9 — Thu, 04 Aug 2022 16:29:45 GMT

problem has been Resoved by "Moses"