topic Re: Can't access account in Get Support

Can't access account

Karlis — Thu, 01 Dec 2022 01:10:37 GMT

I created a ticket because I did not know the email on my account. Someone at customer service named Alex went over the process and gave me a new temporary password. That password didn't work. He told me to clear the cache and try again. I tried on 3 phones, my laptop and 3 different browsers and it doesn't work. Alex is telling me there's nothing more he can do.

It's been 3 hours, I just need access to my account so I can get my account number. Anyone else I can contact?

Thanks

Re: Can't access account

JK8 — Thu, 01 Dec 2022 01:13:24 GMT

@Karlis

You mentioned you did not know the email on your account? How did this get resolved? Is it the email or password?

Re: Can't access account

softech — Thu, 01 Dec 2022 01:13:51 GMT

@Karlis

What exact error you got?

try to ask Alex to give me a new password, then use Incognito mode to login to My Account and it should work

Re: Can't access account

Karlis — Thu, 01 Dec 2022 01:16:41 GMT

I'm getting a blank page with "Forbidden" on the top. I just tried incognito and it didn't work either.

Re: Can't access account

hycm53 — Thu, 01 Dec 2022 01:17:05 GMT

@Karlis wrote:
I created a ticket because I did not know the email on my account. Someone at customer service named Alex went over the process and gave me a new temporary password. That password didn't work. He told me to clear the cache and try again. I tried on 3 phones, my laptop and 3 different browsers and it doesn't work. Alex is telling me there's nothing more he can do.

It's been 3 hours, I just need access to my account so I can get my account number. Anyone else I can contact?

Thanks

You need force to clear caches and cookies using ccleaner.

Close browser won't clear caches and cookies sometimes. Then using private or incognito mode to login.

Re: Can't access account

JK8 — Thu, 01 Dec 2022 01:17:46 GMT

@Karlis

Try clearing your browser cache and history. Close browser and then open a new window in incognito. Try chrome or edge browser.

Re: Can't access account

Karlis — Thu, 01 Dec 2022 01:17:47 GMT

They got my email sorted out and reset the password. When I try and log in using the info they gave me it won't work. I get "Forbidden". Their solution was to clear my cache and try a different browser. Nothing more they can do. I did all that but it still doesn't work.

Re: Can't access account

JK8 — Thu, 01 Dec 2022 01:18:54 GMT

@Karlis

Try the Forgot your password link to reset it yourself.

Re: Can't access account

Karlis — Thu, 01 Dec 2022 01:20:16 GMT

Did all that, still get forbidden.

Re: Can't access account

HALIMACS — Thu, 01 Dec 2022 01:20:43 GMT

This may be a stretch, @Karlis , but when you log into self-serve, if your device has 'remembered' credentials, sometimes when they auto-fill they will automatically then try to login without tapping the sign-in button. (i know my mobile device/browser does this)

If you tap that button while the system is also trying to automatically log you in, it results in an error message.

Try again and note if that may be the issue.

Re: Can't access account

Karlis — Thu, 01 Dec 2022 01:21:06 GMT

I tried on a completely separate device and it still doesn't work. Cache isn't the issue.

Re: Can't access account

Karlis — Thu, 01 Dec 2022 01:23:08 GMT

It's not, I even tried using a different device that doesn't belong to me and got the same message. Doesnt matter what device or browser I use it still won't work.

Re: Can't access account

JK8 — Thu, 01 Dec 2022 01:24:44 GMT

@Karlis

Try submitting another ticket and explain your situation. Hopefully you will get an agent who is more helpful.

Re: Can't access account

Karlis — Thu, 01 Dec 2022 01:25:28 GMT

Unfortunately I think that's the only solution. Thank you for helping

Re: Can't access account

HALIMACS — Thu, 01 Dec 2022 01:29:02 GMT

@Karlis

If all you need is the account number, when you activated here, did you get a "Welcome to Public Mobile" e-mail?

If so, the account number is 'embedded' into the 'TO' field of that e-mail. It's the long number starting with a '1', followed by a bunch of zeros before a 6 or 7 digit number.

Re: Can't access account

Karlis — Thu, 01 Dec 2022 01:29:31 GMT

I can't find it, I never accessed the account the email may have been typed wrong from day 1.

Re: Can't access account

HALIMACS — Thu, 01 Dec 2022 01:30:39 GMT

Sounds like customer support is your best option - make sure to let them know of the "forbidden" messaging you're getting, @Karlis

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.