topic Re: constantly locked out of account in Get Support

constantly locked out of account

PMIsAnnoying — Sat, 24 Jun 2023 04:23:36 GMT

Hello I have been with public mobile for the last eight years. I stayed because of the grandfather awards. However, over the eight years public mobile consistently locked me out of my account whereby my password does not work. I do not have this issue in any other context. Social media passwords work. Bank passwords work. Work passwords work. School passwords work. It's only public mobile.

My bank card that is supposed to be charged monthly by public. Mobile has expired and public mobile has cut off my service. In order to get a new password, like I usually do, public mobile, requires that receive an authentication text with service that I do not have. This seems like a roundabout way of breaching the contract so that I can't redeem my grandfather awards. I am not near any place that sells public mobile vouchers, and I cannot find a way to buy a public mobile vocuher online.

Re: constantly locked out of account

Handy1 — Fri, 23 Jun 2023 20:45:21 GMT

@PMIsAnnoying You can get a payment voucher and 611 . But if you hit resend a free times do you not get an option to send code to email instead ?
if you need supports help with this matter please

message support directly

while your already here and logged in the community you can send a private message To CS_Agents click

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

Re: constantly locked out of account

PMIsAnnoying — Fri, 23 Jun 2023 20:46:58 GMT

I said, in my post that I'm not near any place that sells payment vouchers and there's no way to find the voucher online. If you have a link where I can buy a voucher, that would be great. Thanks for the handname, I'll try messaging them.

Re: constantly locked out of account

Handy1 — Fri, 23 Jun 2023 20:50:26 GMT

@PMIsAnnoying Recharge online here ( payment voucher)

https://www.recharge.com/en/ca?gbraid=0AAAAACjTDZ7rmIV8dkKtBhMeGsoWgRj_f&gclid=CjwKCAjwhdWkBhBZEiwA1ibLmC69TszglXjlnve19gOOcXSb6OLdyTeIVRz9ODgyL2mcBVOURo9MkBoC1s4QAvD_BwE&gclsrc=aw.ds

Re: constantly locked out of account

PMIsAnnoying — Fri, 23 Jun 2023 20:49:11 GMT

it only gives me an option to send the code to my phone via text using service that I don't have. It then says after the code is sent to my text that I can use that that I can input that code into the website and then they will send a link to my email. But first, I need to receive the text and to receive the text I need service

Re: constantly locked out of account

PMIsAnnoying — Fri, 23 Jun 2023 20:51:27 GMT

Thank you, that looks like something that might work even though they add a five dollar service charge. I wish public mobile word get their password storage **bleep** together or something like that. I only ever have this problem with public mobile and I'm not sure it's worth the grandfather rewards.

Re: constantly locked out of account

Handy1 — Fri, 23 Jun 2023 20:53:56 GMT

@PMIsAnnoying Your not wrong . It’s annoying but the old rewards are valuable . Maybe enough for the hassles from time to time . And yes sorry there is a fee for re charge . But hopefully that will do the trick for you

Re: constantly locked out of account

dust2dust — Fri, 23 Jun 2023 20:57:08 GMT

There is also muskbird and ding and a couple others. Are you sure there isn't an email option? Then you can dial 611 to enter the voucher code. If you're near something like a Mobil gas station then you can also use the real time payments method.

Adding - yeah there is. Don't type in a phone number. Just select the amount and buy now. Then you'll see the email option.

Re: constantly locked out of account

PMIsAnnoying — Fri, 23 Jun 2023 21:22:52 GMT

" Please enter a valid email address registered to your account. "

This is the error message I get. I have emails from public mobile to that email yet it thinks the email isn't valid.

Re: constantly locked out of account

esjliv — Fri, 23 Jun 2023 21:28:06 GMT

@PMIsAnnoying wrote:
" Please enter a valid email address registered to your account. "

This is the error message I get. I have emails from public mobile to that email yet it thinks the email isn't valid.

You are right @PMIsAnnoying. Do you see what I did there... ?

Anyhow, I see NO reason why any customer should obtain vouchers or do online top ups with service charges when they have perfectly good credit or debit cards to use. This does not make sense to me, and it never has. Public Mobile needs to make this right for card holders.

Did you use the link provided by @Handy1 to submit a ticket to customer support? If not, do this and get it sorted with them today hopefully.

Re: constantly locked out of account

dust2dust — Fri, 23 Jun 2023 21:33:52 GMT

At recharge.com? Or here in your account? Did you complete the purchase of the voucher at recharge? I might suggest trying again and not typing in your number. But of course that means paying again. After you get reactivated you'll get that text and you can use the voucher at that time for your next renewal. Click Public Mobile without entering a number, select a value by clicking on its buy now button - that will take you to a screen that lets you enter an email address.

Then you get the voucher in your email. Then you dial 611 and enter it in. Then your account will reactivate (assuming you made your balance cover your plan cost). Then you can use the sms option at your leisure.

@esjliv- Because getting into the account has become a hassle for too many people. So the voucher or real time payments gets them going sooner than waiting for support and answering all the verification questions.

But your right, if they know their 4 digit account pin then they can use the registered card. But this OP needs the card updated so they can't use that option.

Re: constantly locked out of account

PMIsAnnoying — Fri, 23 Jun 2023 21:38:50 GMT

I tried the recharge, declined both my Visa debit and debit. Normally I would call my bank so they can make the transaction happen but I need service for that. See the attached picture of me trying to get a code from public mobile. I entered my email, but the page is showing that they're sending it to some email that ends in " @Test.com. ".

Makes no sense to me. I've been really patient with public mobile over the years because I love that there are an online only self service service but if you're going to be an online only self-serve service than they should be more on top of their online maintenance.

Re: constantly locked out of account

Handy1 — Fri, 23 Jun 2023 21:41:28 GMT

@PMIsAnnoying Please get support to straighten this out right away

private message To CS_Agents click

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

Re: constantly locked out of account

PMIsAnnoying — Fri, 23 Jun 2023 21:44:01 GMT

Thanks, I messaged them an hour ago. Waiting for a response.

Re: constantly locked out of account

esjliv — Fri, 23 Jun 2023 21:44:09 GMT

@dust2dust wrote:
@esjliv- Because getting into the account has become a hassle for too many people. So the voucher or real time payments gets them going sooner than waiting for support and answering all the verification questions.
But your right, if they know their 4 digit account pin then they can use the registered card. But this OP needs the card updated so they can't use that option.

@dust2dust I understand the hassles. I understand other methods of payments 'may' get them going; but I don't believe it is always quicker. And sometimes, could also be more of a hassle for some customers. jmho

Re: constantly locked out of account

esjliv — Fri, 23 Jun 2023 21:46:07 GMT

@PMIsAnnoying - try the "Forgot your email" option and see if that takes you to proper steps.

edit, or wait, that may not work with being suspended currently. Very weird, BTW about the @test email.

Re: constantly locked out of account

PMIsAnnoying — Fri, 23 Jun 2023 21:46:29 GMT

I tried that. Just get stuck in the same catch 22. I appreciate everyone's suggestions. The idea of public mobile is such a great concept but in reality, it really isn't great.

Re: constantly locked out of account

dust2dust — Fri, 23 Jun 2023 21:50:34 GMT

I couldn't find mention of Visa Debit. Visa yes. I'm not sure Visa looks at them as the same. Do you have a Paypal account?

Good that you've begun contact with support. That test.com is rather odd. This new system has had no end of trouble. It's quite ridiculous.

Adding - regulars would say it's all fine. When it's not, and we know it. Most of everything works fine for me on multiple accounts. But sometimes not. It's just that we see everybody else coming here reporting all the problems they're having and so we come to know that there continues to be problems for many people.

Re: constantly locked out of account

PMIsAnnoying — Fri, 23 Jun 2023 21:53:46 GMT

Sorry, I meant to write visa and visa debit. Visa debit only exists for the purpose of making online transactions with a debit card but it's not a Visa card as far as I can understand.

I tried making a PayPal, but it wanted me to import a number that I could receive a text message at. I suppose I could get one of those fake temp free numbers, but then I would be concerned about it being linked to my PayPal.

Re: constantly locked out of account

PMIsAnnoying — Fri, 23 Jun 2023 22:26:07 GMT

Recharge charged my visa debit. I see the transaction in my bank app. But there's no payment voucher sent to my email. Their website says to wait 24 hours before requesting a refund.