topic Re: User Lock Out in Get Support

User Lock Out

MerryMerry — Sat, 03 Jun 2023 04:02:56 GMT

My wife is also a Public Mobile customer. She has been locked out of her account for more than two days already, and for this reason, she won't be able to change her subscription nor add funds to her account. She is desperately seeking help. Can some shed lights on this. Can a human customer support help to unlock her account immediately? Thanks

Posted June 3

Re: User Lock Out

maximum_gato — Sat, 03 Jun 2023 04:17:15 GMT

@MerryMerry

Does your wife have active service? If not purchase pm vouchers and add them via 611 to reactivate so that access to the account can be restored. Then contact customer support to change the plan to the preferred plan by paying the difference in price. They did this for me last month in a similar situation.

Edit:

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-How-to-use-a-Voucher/td-p/846594

https://productioncommunity.publicmobile.ca/t5/Get-Support/Online-Top-Up-Payments-Muskbird-com/td-p/928724#M638141

Re: User Lock Out

softech — Sat, 03 Jun 2023 04:16:13 GMT

@MerryMerry At what part of the login she has problem with ?

She has created an EverSafe id yet?

Or were she unable to get the 2FA code on the phone or via email?

Give us more details and we can try to help

Or open ticket with support via Private message:

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

Re: User Lock Out

MerryMerry — Sat, 03 Jun 2023 04:18:11 GMT

presumably Her account is still active as she uses autopayment

Re: User Lock Out

maximum_gato — Sat, 03 Jun 2023 04:20:56 GMT

@MerryMerry

So she has active service on her phone? Then what is the issue with accessing the account?

Re: User Lock Out

MerryMerry — Sat, 03 Jun 2023 04:28:52 GMT

After entering the verification code sent to her phone, she then entered the new password. After "confirm" the new password, a message appeared saying "User Account Locked". She tried resetting her password every few hours because somewhere on the forum said the account will be unlocked in an hour.

Re: User Lock Out

softech — Sat, 03 Jun 2023 04:31:20 GMT

@MerryMerry I recall seeing the message about the unlock is now 3 hours time. Better to wait 3 hours

It is late now for support anyway. So, I suggest you to try reset your password again using Incognito mode tomorrow morning. If that does not fix it, open a ticket with support then.

Re: User Lock Out

maximum_gato — Sat, 03 Jun 2023 04:33:08 GMT

@MerryMerry

I've encountered this problem and no one answered my question of how long the lock out is.... ? Since it's one of my referral's accounts I have to wait to try again when we meet up? If no one can give you a definitive answer then contacting customer support via the method supplied by @softech will be your best bet. If you get an answer to the lock out time period I would love an update!

Re: User Lock Out

unprompted__ — Mon, 05 Jun 2023 02:57:26 GMT

Sorry for sounding naive. But how does that 611 thing work? I'm currently locked out of my old account (community and admin account). Where to buy these vouchers from? As I'm not in the country right now, I might have to call a friend in Canada to do me a favor.
Thanks.

Re: User Lock Out

maximum_gato — Mon, 05 Jun 2023 05:59:38 GMT

@unprompted__

If you are out of the country your best bet is to purchase vouchers from muskbird.com then call 1 855 4PUBLIC and enter your 10 digit phone number to load them onto your account. For more info....

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-How-to-use-a-Voucher/td-p/846594

And....

https://productioncommunity.publicmobile.ca/t5/Get-Support/Online-Top-Up-Payments-Muskbird-com/td-p/928724#M638141

Re: User Lock Out

John_G1 — Tue, 22 Aug 2023 01:38:26 GMT

the same thing just happened to me (working for an immigrant with limited English). He could not log in with his email and password, so I went to Forgot password and they sent him an email with a code. I entered the code and changed the password (I tried the one that had failed and was told I could not use it because it was a former pwd!) - and then it said User Locked Out. The account is on auto payment with my credit card, which is valid. So what's going on, and what can I (and he) do about it?

The agents generally refuse to help anyone who is not the account holder.

Re: User Lock Out

maximum_gato — Tue, 22 Aug 2023 01:43:34 GMT

@John_G1

Does your friend currently have active service?

Re: User Lock Out

hTideGnow — Tue, 22 Aug 2023 01:50:55 GMT

hi @John_G1

it is not a live call center. I think the trick is to open a temp account for your friend (since his own one does not wkrm) , then he "asks" the question and "you type". When agent replies, same, he "answers" and "you type" 🙂

Re: User Lock Out

John_G1 — Tue, 22 Aug 2023 01:51:26 GMT

Yes, both text and phone. (I haven't asked him about mobile data.)

Re: User Lock Out

John_G1 — Tue, 22 Aug 2023 01:55:18 GMT

I don't know how to open a temporary account. For his brother also having similar problems today, he at least could log in some of the time so got a community account (though he could not log into his main account) and asked some questions himself - or rather I did it for him, but in his name, consulting him as we went along by WhatsApp. It would be easier to look over his shoulder if we were not a long way away, but of course technology can overcome htat, it's just a bit more work.

Re: User Lock Out

maximum_gato — Tue, 22 Aug 2023 01:57:48 GMT

@John_G1

This sounds like he has the eversafe glitch that does not recognize his account email. ( I'm curious if his eversafe ID creation occurred when the site was down for maintenance?) When signing in with a cleared browser cache and a typo-free login credentials do you still recieve the "email/password does not match" error message?

Re: User Lock Out

hTideGnow — Tue, 22 Aug 2023 01:59:36 GMT

hi @John_G1 start a new Gmail account for your friend. Use that to create Community account for your friend as temp account and start asking support help

Re: User Lock Out

John_G1 — Tue, 22 Aug 2023 02:02:57 GMT

Hard to know. The system eventually recognized his email address and sent it an access code - but then when I changed the password, it locked him out.

I will try to sign in tomorrow (more than 3 hours ater the mysterious unexplained lockout) with a cleared cache (I am using a couple of browsers) and a no-error log-in but I am not optimistic. No doubt I'll report back here...

Re: User Lock Out

John_G1 — Tue, 22 Aug 2023 02:04:12 GMT

I may give that a try, thanks. the site was as user-hostile today as I have seen any website be in decades.

Re: User Lock Out

maximum_gato — Tue, 22 Aug 2023 02:10:15 GMT

@John_G1

As suggested above....get your friend's authorization to create a new email to register a community account and contact customer support. Customer support will open a ticket with the tech team to link the email and the account. It's supposedly easier to just change the email to the newly created email but takes a minimum of 72+ hours. You will also need to co-ordinate a time for when customer support texts his phone with a 2FA code to authorize the email change.

Hopefully he knows his 4 digit account pin # and it was accepted by the system. (If he activated before May 24th 2023.) Otherwise verification of the account is a little more onerous.