topic Re: Account Access in Get Support

Account Access

RHC — Wed, 02 Nov 2022 17:00:46 GMT

Credit card company prematurely changed expiry date on the credit card. Public Mobile could not make the monthly authorized payment. I was able to update card information on my account and make payment. Could not access my wife's account to make payment even after changing her password. After too many failed attempts to get access, I was locked out. Her PIN is unknown so I cannot make payment through *611. How do I update her account so I can make payment and get her service started again?????

Re: Account Access

BKNS27 — Wed, 02 Nov 2022 17:06:22 GMT

@RHC

You can contact a CS_Agent to help You access your wife’s account.
Meanwhile, you can purchase a voucher and enter the voucher number by dialing 611 from these locations to pay your bill:

Re: Account Access

dust2dust — Wed, 02 Nov 2022 17:09:41 GMT

In addition to vouchers, you can use the real time payments method in some stores. That way the account would reactivate and then you can use the SMS option to log in.

You could also wait an hour and try the password reset again. Use a different browser or device and be in private mode.

Re: Account Access

softech — Wed, 02 Nov 2022 17:20:35 GMT

@RHC

For your wife account, wait a full hour, then try to login using Incognito mode with the password you just reset (the last one you reset to) and see if it works

If that does not work or you don't want to wait longer, open ticket with PM Support for password reset (again, please use Incognito mode to login after the password was reset by PM support)

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 to you there

Re: Account Access

RHC — Wed, 02 Nov 2022 18:37:32 GMT

Apparently only Telus carries the vouchers now and the only Telus shop in town is mysteriously not open today, so I will have to go to the next community to get one.

Re: Account Access

softech — Wed, 02 Nov 2022 18:42:27 GMT

@RHC wrote:
Apparently only Telus carries the vouchers now and the only Telus shop in town is mysteriously not open today, so I will have to go to the next community to get one.

@RHC which city and province you are at?

the list of stores carrying the voucher is long

or you can try to buy voucher online with a small fees : https://www.recharge.com