topic Re: So Frustrated in Get Support

So Frustrated

Mggordon — Sun, 31 Jul 2022 00:42:48 GMT

I cannot sign into my account to update my credit card info. I need to pay my bill in the next 24 hours or I am assuming my phone plan will not longer work. I have reset my password a number of times. When I go to sign in following, it says my username/password are incorrect. It has locked me out numerous times. I am now locked out for yet another time period- 3 hours this time.
My sister is having the exact same issue!

How on earth can I update my info when there’s no way to get into my account?

Re: So Frustrated

NDesai — Sun, 31 Jul 2022 00:46:31 GMT

@Mggordon Try reseting your password again and change it to something completely different. Then try logging in using incognito/private browsing mode. Alternatively, you can purchase PM vouchers from stores or online and dial 611 to redeem. I recommend you have a credit card added with Authorized Payment enabled. This way it will charge you automatically or you can manually add payment by calling 611 if AutoPay is disabled.

Re: So Frustrated

hTideGnow — Sun, 31 Jul 2022 00:56:13 GMT

Hi @Mggordon did you try using Incognito mode to try another browser like Edge or Firefox?

if still not working, I think you need to open ticket with 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: So Frustrated

Mggordon — Sun, 31 Jul 2022 00:57:58 GMT

I am trying to update my expiration date as I have a new credit card. I have always had it set up to have automatic payments. I have done the completely different password and it did the same thing?

Re: So Frustrated

hTideGnow — Sun, 31 Jul 2022 01:03:44 GMT

Hi @Mggordon try again on a desktop computer

Re: So Frustrated

Mggordon — Sun, 31 Jul 2022 01:07:44 GMT

Will try that. Thank you

Re: So Frustrated

Mggordon — Sun, 31 Jul 2022 01:09:39 GMT

Thank you for providing so much information on how to stop spinning my wheels.

Re: So Frustrated

ZuckMark — Sun, 31 Jul 2022 03:20:04 GMT

This is not a bill, its just a PREPAID service and you can Top Up with a voucher.