topic Re: Account suspended in Get Support

Account suspended

Mattincd — Mon, 25 Jul 2022 13:09:51 GMT

I logged in to change my credit card expiry as it’s expiring at end of July and my account has been suspended, not allowing me access to make the necessary change. Now, I’m locked out from trying to log in too many times (and I even changed my password). Next steps would be?

Re: Account suspended

softech — Mon, 25 Jul 2022 13:12:18 GMT

@Mattincd

if it is just a lock, you can either wait 3 hours for the account to unlock itself

But since you have changed password earlier and didn't work, you should open ticket with Pm Support and have them to sort it out for you:

1. For faster response (2-48 hours), 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 Private message to the CS Agent: 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: Account suspended

iliketotalk — Mon, 25 Jul 2022 13:15:08 GMT

@Mattincd hi it takes three hours to reset if you still are having issues

hi you will need to open a ticket through Simon to speak to a customer service agent they will help you mention reset email for self serve account

Click here if you have issues using Simon , try to pm them here https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 you will get a response from them in your community envelope , they can also help you update your credit card info

Re: Account suspended

Yummy — Mon, 25 Jul 2022 13:24:02 GMT

If you are locked out from your account due to too many attempts to log in, try in few hours. If it does not work even then, contact agent to unlock your account.

Re: Account suspended

computergeek541 — Tue, 26 Jul 2022 06:23:27 GMT

@Yummy wrote:
If you are locked out from your account due to too many attempts to log in, try in few hours. If it does not work even then, contact agent to unlock your account.

@Yummy @softech @iliketotalk

This is no longer the case. There is no longer any specific amount of time for lockout. The customer will need to start a new browser session to try again.