topic Re: Unable to sign-in since outage started. in Get Support

Unable to sign-in since outage started.

Heikki — Sat, 05 Nov 2022 23:31:55 GMT

I am unable to sign in to my account ever since outage started 2 days ago. Tried Incognito, cleared cache and cookies, tried different browsers, nothing seems to work. Every time I try to sign in I get the message "Page Expired". Only upside is my phone still works. Not impressed.

Re: Unable to sign-in since outage started.

CountyDownIeUk — Sat, 05 Nov 2022 23:34:29 GMT

Try to refresh the browser screen.

Re: Unable to sign-in since outage started.

hTideGnow — Sat, 05 Nov 2022 23:35:49 GMT

Hi @Heikki if you press back , then refresh, it is same?

if you have the site bookmarked, don't use that. Use the link https://selfserve.publicmobile.ca

in case it still does not work, open ticket with CS agent

at : https://publicmobile.ca/chatbot.

First type Forgot login,
then select the only choice there: "Contact..",
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Unable to sign-in since outage started.

popping — Sat, 05 Nov 2022 23:50:10 GMT

I use Firefox on my Windows 10 laptop.

I go to community forum first, exit and login to my account the first time may get a blank login page. I reenter my username and password again. it usually work.

If you failed to login many time, PM server may lock your account for an hour. Try again after 1 hour. If fails again, creat a support ticket to get CA Agent help.

Re: Unable to sign-in since outage started.

Heikki — Sat, 05 Nov 2022 23:50:46 GMT

Thanks for quick response. Unfortunately, refresh and going to link without using bookmark get same result. Have to try to open ticket, and hope for better luck than I had previously using Chatbot. Thanks again.

Re: Unable to sign-in since outage started.

popping — Sat, 05 Nov 2022 23:52:36 GMT

Keep us updated what went wrong with your account.

Re: Unable to sign-in since outage started.

Heikki — Sat, 05 Nov 2022 23:53:46 GMT

Support ticket seems to be only way to go. Thanks.

Re: Unable to sign-in since outage started.

CountyDownIeUk — Sun, 06 Nov 2022 00:07:43 GMT

Try a different browser.

I have noticed this today.

o I can log into My Account

o I cannot log into My Account as part of the verification process when submitting a ticket.

PM website is definitely broken.

Re: Unable to sign-in since outage started.

Community_QA — Sun, 06 Nov 2022 04:50:04 GMT

@Heikki I see Page Expired sometimes. Usually close and relaunch browser work for me. But keep 3 different browsers around and try them 1 by 1

Re: Unable to sign-in since outage started.

Heikki — Sun, 06 Nov 2022 04:57:35 GMT

Thanks, but been there done that; no go. Tried 4 different browsers on different units (cell phone, laptop and desktop) not happening. Have to wait and see.

Re: Unable to sign-in since outage started.

Heikki — Sun, 13 Nov 2022 18:12:14 GMT

Update: PM wouldn't even let me open a ticket. Long story, just gave up. Decided to just wait a few days to see if things correct. I can now sign in BUT if I sign in using regular browser tab I get Account Status: Active but details are my old plan (I upgraded plan at renewal which was during outage). If I sign in using Private tab or Incognito then I get Account Status: Active and the details are my new, upgraded plan. Been like this for a few days so not sure if it will correct down the road; maybe on next renewal. Weird stuff.