topic Re: cant access my account in Get Support

cant access my account

ChaChingDobson — Wed, 11 Jan 2023 20:08:13 GMT

I can not get into my account to change the billing information

Re: cant access my account

dust2dust — Wed, 11 Jan 2023 20:09:31 GMT

Are your services working?

Where does it seem to be giving you difficulty?

Re: cant access my account

statusquo — Wed, 11 Jan 2023 20:12:14 GMT

Please try incognito or private mode since the public mobile site always has this problem if you don't clear your browser cookies first.

Re: cant access my account

esjliv — Wed, 11 Jan 2023 20:19:01 GMT

@ChaChingDobson - after 90 days of nonpay status you lose your account and access to My Account.

If within 90 days, is the account currently in suspended status? You can also look into obtaining a voucher to make a payment through 611, see here: https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

Locations to obtain some: https://publicmobile.ca/en/on/payment-voucher

For My Account log in issues (if continues), you can submit a ticket here to: Create, forgot or change My Account email or password link

Re: cant access my account

ChaChingDobson — Wed, 11 Jan 2023 20:21:51 GMT

My account is up to date.

Re: cant access my account

ChaChingDobson — Wed, 11 Jan 2023 20:22:20 GMT

How do I do that please?

Re: cant access my account

ChaChingDobson — Wed, 11 Jan 2023 20:23:07 GMT

Phone is working, just cant get into my account. I have tried everything I can think of.

Re: cant access my account

Handy1 — Wed, 11 Jan 2023 20:24:22 GMT

@ChaChingDobson @Try signing incognito mode / private mode there are cache issues , once logged in go to payment tab cc info

Re: cant access my account

dust2dust — Wed, 11 Jan 2023 20:27:27 GMT

Try a different browser or even device and try a non-mobile browser if you're on mobile or mobile browser if on non-mobile.

Did you possibly deal with a credit card problem recently?

Re: cant access my account

ChaChingDobson — Wed, 11 Jan 2023 20:37:59 GMT

Unfortunately I have tried on every device I have and am locked out on all of them for a bit. No absolutely no billing issues.

Re: cant access my account

dust2dust — Wed, 11 Jan 2023 20:41:47 GMT

You mentioned wanting to change billing information. If you or your bank had noticed fraud or problem transactions happening then they might have caused a chargeback. That might have impacted here. That's why I asked.

Re: cant access my account

ChaChingDobson — Wed, 11 Jan 2023 20:43:09 GMT

No, just trying to put it on a different card, but thanks for the suggestion

Re: cant access my account

BKNS27 — Wed, 11 Jan 2023 23:20:16 GMT

@ChaChingDobson

On your browser on the top right, there should be 3 dots. Go to Settings>Privacy & Security>Clear browsing history.

Then go back to 3 dots and go incognito.