topic Re: Self-serve doesn't work in Get Support

Self-serve doesn't work

minahilfatima — Mon, 08 Aug 2022 06:06:11 GMT

It has been a week and self-serve is down. I can't go to MyAccount and top up or anything. Does anyone know what's happening?

Re: Self-serve doesn't work

Timer — Mon, 08 Aug 2022 06:11:05 GMT

@minahilfatima

yes it's on maintenance now you can tried back on 6AM it's will working.

sorry but why you coming so late time...they have new system and them doing maintenance on it

from 12 AM to 6 AM Eastern Standard Time.

come other this time is working the website,

and use browser from computer, clear cache and cookies and use one page inPrivate mode,

To Login Page

you will get verification code by email or SMS
and inserting the 6 digit number and not press anything
just wait a 5 second automatically be login,,

Re: Self-serve doesn't work

darlicious — Mon, 08 Aug 2022 06:11:51 GMT

@minahilfatima

Ever since the roll out of our new self serve accounts and their new glitches the self serve account log in is frequently inaccessible overnight for maintenance as they try to fix all the stuff that wasn't broken before. It's best to access self serve between 6am eastern and midnight eastern. If you really need to make a payment the 611/IVR system should still be working.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-How-to-use-a-Voucher/td-p/846594

Re: Self-serve doesn't work

minahilfatima — Mon, 08 Aug 2022 06:16:45 GMT

Would I really be posting a message here at this time of the night if I hadn't tried everything?

Re: Self-serve doesn't work

darlicious — Mon, 08 Aug 2022 06:19:26 GMT

@minahilfatima

Are you also having an issue trying to access your self serve during the day?

Re: Self-serve doesn't work

Timer — Mon, 08 Aug 2022 06:28:17 GMT

@minahilfatima

and what the issue you facing for.come morning, noon or evening,, all time is working

Edit: as i say above my frist post : use browser from computer,

Re: Self-serve doesn't work

JK8 — Mon, 08 Aug 2022 06:35:06 GMT

@minahilfatima

Try during the day. Clear your cache and history. Close browser and open a new window in incognito/private mode. Use chrome or edge on any device.

Re: Self-serve doesn't work

esjliv — Mon, 08 Aug 2022 12:20:35 GMT

@minahilfatima - have you ever been able to access My Account/Self Serve successfully?

Hopefully the 'new and improved' My Account becomes more easily accessible soon! In the time being, I have found opening a tab in incognito mode, then accessing either My Account ot My Rewards by going to the top, right of your page to the "Sign In" area has been less finicky that other ways:

If the account is currently in suspended status you can also look into obtaining a voucher to make a payment through 611, see here: https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

Locations to obtain some: https://publicmobile.ca/en/on/payment-voucher

Note, you can submit a ticket here to: Create or forgot My Account email or password.

If issues persist, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent