topic LOCKED OUT in Get Support

LOCKED OUT

Shadow3 — Mon, 08 Aug 2022 14:20:46 GMT

I MIXED UP MY SIM PASSWORD ANDGOT LOCKED OUT, HOW DO I GET BACK IN?

Re: LOCKED OUT

esjliv — Mon, 08 Aug 2022 14:22:31 GMT

If you have created a self serve account and you are having issues logging in, try clearing your browser's cache, or try a different browser or device. Opening a tab in incognito mode may help as well.

Also, too many failed attempts may temporarily lock your account access. Try waiting a few minutes before you try again.

If having issues with your password, use the Forgot your password option to reset it, found here: https://selfserve.publicmobile.ca/forgot-password/

You can submit a ticket here to: Create or forgot My Account email or password link

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

NOTE:

If you have been in nonpay/suspended status for over 90 days, then you lost your Public Mobile account, phone number, and access to self serve.

Re: LOCKED OUT

hTideGnow — Mon, 08 Aug 2022 14:24:55 GMT

HI @Shadow3 is it SIM passcode or My Account password?

For SIM passcode , you have to open ticket with PM CS Agent for a SIM PUK

For My Account, I believe there is no longer lock out, you can try to Reset Password there. Enter your email address and you can reset it that way

If you cannot reset My account password , then open ticket with CS agent:

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

First type: "Forgot log in information"
Then Click "Contact Us"
Finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

Once 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: LOCKED OUT

hairbag1 — Mon, 08 Aug 2022 14:40:02 GMT

Wait for an hour...then try again. in the mean time...write down your info for reference.

Re: LOCKED OUT

computergeek541 — Mon, 08 Aug 2022 23:46:54 GMT

@hairbag1 wrote:
Wait for an hour...then try again. in the mean time...write down your info for reference.

There's no longer a timed lockout on a specific account after entering an incorrect password. The lockout is now of the browsing session, meaning that even if you were to try logging into a different account, it wouldn't let you. Clearing the browser cache and then restarting the browser should be sufficient.