topic Re: Locked out in Get Support

Locked out

ainsliejim — Fri, 13 Jan 2023 22:53:30 GMT

I have not been able to log into my account. My credit card date changed so I picked up a card from 711 to pay for the shortfall and it went in using 611 and putting in the number. Since then I have tried logging into the account and it says wrong password or account name and will not let me log in. I reset the password three times now have to wait three hours after it locks out the login and I still am unable to get into the account. How do I get it reset?

Re: Locked out

computergeek541 — Fri, 13 Jan 2023 22:55:29 GMT

@ainsliejim wrote:
I have not been able to log into my account. My credit card date changed so I picked up a card from 711 to pay for the shortfall and it went in using 611 and putting in the number. Since then I have tried logging into the account and it says wrong password or account name and will not let me log in. I reset the password three times now have to wait three hours after it locks out the login and I still am unable to get into the account. How do I get it reset?

As you haven't been able to get back into your account, try logging in using incognito/private browsing mode. If that doesn't work, you will need to use the chatbot to open a ticket and ask a customer suport agent for assistance. https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: Locked out

hTideGnow — Fri, 13 Jan 2023 23:00:36 GMT

HI@ainsliejim

open ticket with CS agent and they will help with resetting the password for you

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: Locked out

walker1 — Fri, 13 Jan 2023 23:03:37 GMT

@ainsliejim

First, try logging into your account using a different browser in incognito or private mode first.

If that doesn't work for you, then you'll have to get help from a Customer Support Agent, by using the Chat Bot Simon to get a service ticket started..

Re: Locked out

WippyShippy — Sat, 14 Jan 2023 08:35:16 GMT

Public Mobile shares the same cache/cookies with other Telus products for the same login page. https://telusidentity.telus.com/

Perhaps @ainsliejim you have signed up for other Telus products recently that might have replaced the login credentials for the Public Mobile page?

Re: Locked out

ainsliejim — Thu, 19 Jan 2023 23:45:30 GMT

I have tried that several times and each time I reset the password it says it is successful. I try logging in again and it says each time wrong account or password. I have contacted support and they tell me the account is reset and I try it with the same result. This has been going on for a week.

Thanks

Jim

Re: Locked out

softech — Thu, 19 Jan 2023 23:50:18 GMT

@ainsliejim did you try to use Incognito mode for the whole process, reset password and login?

if still fails, open ticket with PM suport and they can sort it out for you

1. Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗"

2. if you have problem with Chatbot: Private message CS Agent at:

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: Locked out

dust2dust — Thu, 19 Jan 2023 23:49:40 GMT

Go to the chatbot and click on sign in and see if your credentials work. Use a whole other device even.