topic Locked out help in Get Support

Locked out help

Matt13 — Thu, 15 Sep 2022 16:16:29 GMT

since the new sign in screen came out I got locked out of my phone and I can’t make my payment because the code isn’t being sent to my email address

any help? Thanks

Re: Locked out help

BKNS27 — Thu, 15 Sep 2022 16:34:38 GMT

@Matt13

Try resend the 2FA code by text.

Re: Locked out help

dust2dust — Thu, 15 Sep 2022 16:41:20 GMT

While you figure that out, you can buy vouchers and enter them in dialing 611. You can also use real time payments in some stores.

If you're suspended then you won't see the SMS option.

Re: Locked out help

hTideFnow — Thu, 15 Sep 2022 20:36:52 GMT

@Matt13

use different browser,open incognito mode,clear cache,cookie, try Login

you still not work, open a ticket with PM CS_Agent. at : https://publicmobile.ca/chatbot.

type: Contact Us and Other
Finally Click here to submit a ticket
you will then direct to another page to open ticket.

If you have error submitting a ticket, send a private message to the CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

check inbox(top right corner envelope icon) for response from CS_Agent.

Re: Locked out help

darlicious — Fri, 16 Sep 2022 11:28:04 GMT

@Matt13

The easiest course of action as suggested by @dust2dust would be to make a payment by voucher using 611 or by calling 1855 4 PUBLIC and entering your 10-digit phone number. If you know your four digit account pin number you can use the credit card on file to make a payment. Otherwise you can enter a public mobile voucher 12 digit PIN code # to immediately reactivate your plan services.

You will then be able to receive the 2FA verification code sent via SMS text from public mobile. Once you log in if you go to your profile and you can disable the 2FA feature in your account. Then you can decide when you want to contact Public Mobile customer support in order to change your email or have the CSA look into what is causing the problem receiving emails from public mobile.

Here is more information on your payment options...

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