topic Re: can not log into account in Get Support

can not log into account

realchopintzc — Fri, 18 Aug 2023 00:22:21 GMT

Seems like a deadlock, resetting password then requiring another round of resetting password. Tried to connect to a real agent or submit a ticket, but the chatbot always route me to the login.

I'm posting for my wife's account BTW.

Re: can not log into account

hTideGnow — Fri, 18 Aug 2023 00:23:41 GMT

HI@realchopintzc

yes, submit ticket with chatbot is not working well

Please submit ticket by direct message them here:

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

Re: can not log into account

Chalupa_Batman — Fri, 18 Aug 2023 00:26:51 GMT

Hi @realchopintzc

The one thing I have found with the Public Mobile website is it seems to create cache issues when issues occur. Try this. Go to your browser settings and clear your cache, history and cookies. Then close the browser. Re open it and try to log in again. You can try resetting the password again.

Or the other option, have to tried to log into your account via the app? Android app or iPhone app?

Re: can not log into account

Yummy — Fri, 18 Aug 2023 00:32:58 GMT

Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

Re: can not log into account

realchopintzc — Fri, 18 Aug 2023 00:35:25 GMT

It's > 4 years account and recently had this login issue. Thanks send PM already

Re: can not log into account

realchopintzc — Fri, 18 Aug 2023 00:35:44 GMT

Thanks send PM already!

Re: can not log into account

realchopintzc — Fri, 18 Aug 2023 00:36:21 GMT

Tried Android app as well, the same issue, "User locked out"

Re: can not log into account

realchopintzc — Fri, 18 Aug 2023 00:44:57 GMT

Everything works fine, just can't log in to account which is useful when she wants to buy add on or change plan

Re: can not log into account

hTideGnow — Fri, 18 Aug 2023 00:46:10 GMT

Hi @realchopintzc

if you have not login since EverSafe login system were used, it could be a problem from the upgrade. But agent would be able to sort this out, so, just check their reply on Community inbox

Re: can not log into account

realchopintzc — Fri, 18 Aug 2023 00:53:20 GMT

Right, I feel it's correlated with the transition to EverSafe that became unsuccessful in her case.

Re: can not log into account

maximum_gato — Fri, 18 Aug 2023 01:03:47 GMT

@realchopintzc

Been there done that. Now you are locked out for 24 hours. I'm assuming you have already set up the eversafe ID? If not I have extra steps for you. This is a severe caching issue and the fact we are basically beta testing guinea pigs for telus's eversafe business venture.

Did this start with a simple typo when logging in? In my experience when logging in...

When typing in your email you can click on the whole email address if it appears on the top bar of your keyboard. This is best to avoid typos.
You must type in your password. I suggest you use "see" your password icon so that you do not make a typo in the password.
If you make a typo you must at the very least clear the entire line and retype the login credentials. This may or may not still return the email/password does not match error message.
I now just immediately clear all credential info entered, close the window/tab on the browser, clear the browser cache, close the browser, reopen browser and open a new window/tab and will often also use secret/incognito/private tab to start the login process over.

Wait 24 hours or if customer support removes the lock out start over with a clear browser and reboot your device. Use secret/incognito mode and use the last password you changed successfully. Use the forgot password as a last ditch effort if all else fails and try to only use it once or you may trigger the lock out after 2 resets. Put all of your effort into a typo free login.

Report back your results....good or bad? Good Luck!🤞

Re: can not log into account

realchopintzc — Fri, 18 Aug 2023 01:08:29 GMT

@maximum_gato Thanks! I don't think she has eversafe setup yet.

Re: can not log into account

maximum_gato — Fri, 18 Aug 2023 01:18:46 GMT

@realchopintzc

Since you have reset the password you should be able to trigger the 2FA code email option immediately after getting past the login page error message issue....that is if you need that option because the phone or Sim card is inaccessible or is not recieving the 2FA code. Here are the instructions if this is the case.....otherwise only the instructions in my previous reply apply.

Clear browser cache.

Enter email.

Choose "forgot password".

Reset password.

Enter email and new password.

2FA code is sent to phone #.

Immediately enter 4 "wrong" 6 digit codes.

This should trigger the email option for the 2FA code to be sent to your email. To trigger the email option after this login you may need to repeat the procedure but you should be able to skip resetting the password and just enter the wrong 6 digit 2FA code 4 times in quick succession when eversafe sends out the initial text code to your phone #. Good Luck.

Re: can not log into account

TwoWheelz41 — Mon, 04 Dec 2023 05:40:24 GMT

I have used app online etc etc and all I get when I try to log into app or web page is unauthorized and a blank page. Really getting on me last nerve!!!

Re: can not log into account

computergeek541 — Mon, 04 Dec 2023 05:42:39 GMT

@TwoWheelz41 wrote:
I have used app online etc etc and all I get when I try to log into app or web page is unauthorized and a blank page. Really getting on me last nerve!!!

The Self Serve systems are often taken down overnight., but I do see this type of thing with blank pages and strange error messages after logging in. Some of the time, these can be fixed by force closing the app before attempting again. Otherwise, the selfserve.publicmobile.ca website could be used.