topic Re: Can’t get into my account at all in Get Support

Can’t get into my account at all

Karenj — Sun, 23 Jul 2023 12:58:04 GMT

I can’t get into my account at all. Keeps getting locked out. I have to pay my account.

Re: Can’t get into my account at all

Handy1 — Sun, 23 Jul 2023 13:00:42 GMT

@Karenj You can buy payment vouchers and load them *611 and worry about log in later .
Adding when trying to log in again try incognito mode private mode . Or even try the app instead

Re: Can’t get into my account at all

softech — Sun, 23 Jul 2023 13:00:14 GMT

@Karenj

PM introduced EverSafe login system not long ago, you ever able to successfully login since EverSafe is here?

Usually after a lock, you need to wait an hour first and better to reset password and try again

If you tried all that, open ticket with PM support and ask them to check

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Also, if you need to pay urgently to resume service, consider getting a voucher from SDM/711/Lodnon Drug/Shell and load the voucher via *611

Re: Can’t get into my account at all

Dublicate_acct — Sun, 23 Jul 2023 16:37:32 GMT

Re: Can’t get into my account at all

softech — Sun, 23 Jul 2023 13:17:46 GMT

@Dublicate_acct wrote:
By your phone dial *611 and follow the prompts. Good luck.

@Karenj

But add to @Dublicate_acct Kraken's point, you need to know your 4 digits account PIN to use *611 to pay

Re: Can’t get into my account at all

esjliv — Sun, 23 Jul 2023 14:00:41 GMT

@softech wrote:
@Karenj
But add to @Dublicate_acct Kraken's point, you need to know your 4 digits account PIN to use *611 to pay

But do you @softech ? Did this change?

When calling 611, and choosing to make a payment through a voucher, it then asks for your 12 digit voucher number. At which point does it ask for the 4 digit PIN?

Re: Can’t get into my account at all

dust2dust — Sun, 23 Jul 2023 14:13:51 GMT

It's about being clear in the possibilities and using the right words to avoid confusion. 611 doesn't need the account pin for vouchers and checking the balance (which happens up front anyway). All other functions need the account pin.

The sentence by Kraken could have added - to enter vouchers. That avoids needing to say - but you'll need the pin to use the credit card.

Re: Can’t get into my account at all

Handy1 — Sun, 23 Jul 2023 14:14:08 GMT

@esjliv I believe @softech was mentioning that just for calling *611 trying to use registered card . But yes with vouchers *611 no PIN needed

Re: Can’t get into my account at all

esjliv — Sun, 23 Jul 2023 15:15:46 GMT

Right @Handy1 , I was thinking vouchers all along since card was not mentioned.

Re: Can’t get into my account at all

Dublicate_acct — Sun, 23 Jul 2023 16:37:44 GMT

By your phone dial *611 and follow the prompts. Good luck.

PS --- You can make payment with voucher but you'll need your pin to pay by credit card.