topic Re: locked out in Get Support

locked out

kenneth7474 — Sat, 29 Jul 2023 16:03:04 GMT

I am so fed up with public mobile and the fact no one is around to help. We pay for a service that does not bloody work and you can't get anyone to help fix it. My wife is currently in hospital and will be there for several days. We want to add some data so that she is not starting at a ceiling. She has been locked out of her account for over 6 days now. Does no matter what time .... what computer or phone we try to sign in. The info and email is all right.Code is sent to her phone... but this eversafe crap that you have us use and from all the complaints i see because of it makes me wonder why you even still keep using it but keeps blocking us out. Either someone fix this or i am going to take my service elsewhere. I have her info if someone could help me that would be great.

Re: locked out

Handy1 — Sat, 29 Jul 2023 16:07:11 GMT

@kenneth7474 Please submit ticket with support to help

private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: locked out

Yummy — Sat, 29 Jul 2023 16:09:44 GMT

If she Can receive 6 digits code through SMS on her phone then she should be able to enter it and log in.

I just had to do the same and it went without issues: received code, entered it and I am in. I do use Computer not app for PM.

Re: locked out

dust2dust — Sat, 29 Jul 2023 16:11:14 GMT

If you know the 4 digit account pin then you can buy data by dialing 611 and adding money from the credit card and then buying the add-on. From another phone you can also dial 1-855-4pu-blic and do the same.

Re: locked out

hairbag1 — Sat, 29 Jul 2023 16:18:32 GMT

@kenneth7474

most hospitals have free wifi for patient use. Turn off data and just use the free wifi.

~~Everstoopid~~ Eversafe is unnecessarily onerous ...especially if you only rarely look into your account details. We just want it to work, dang it !

Re: locked out

kenneth7474 — Sat, 29 Jul 2023 16:19:46 GMT

Hi. thats the this. We gave up on the old password so when i click forgot password.. it sends her the 6 digit code to her phone....and since i am at home i put the code which works... then i go to make a new password and it says user locked out. She just told be she has been locked out of her account for 6 days. We pretty much have given up on public mobile. She is going to use what data she has left then i will bring her my phone to use cause we have no idea what to do.

Re: locked out

kenneth7474 — Sat, 29 Jul 2023 16:21:41 GMT

I live north of Montreal. The hospital she is at has no wifi... otherwise we would have avoided all this.

Re: locked out

CS_Agent — Sat, 29 Jul 2023 17:08:51 GMT

Hello there!

My name is Leonardo, and I will be delighted to assist you today.

In order to access and secure your account, please send me the phone number and
the 4 digit PIN.
If you forgot it please send me e-mail address, last 4 digit of your credit/debit card
account number and last payment date.

Kindly,
Leonardo CS Agent

edited by computergeek541: adding a note to indicate that this is in the message forum (instead of private message) and that this information shouldn't be posted here in a reply

Re: locked out

LitlLdy — Sat, 29 Jul 2023 16:21:59 GMT

@kenneth7474 , I know how frustrating this is. I’m sorry you’re wife is going through this 😔. To add to what others have said, once you try their suggestions please also add the Hospital’s Wi-Fi to her phone if it is available there. That’s what I did otherwise I would have went stir crazy & it saves on the expense of buying a data add-on. I also downloaded TextNow app to make free calls & text while on Wi-Fi.

I know my suggestion isn’t what you asked for but I am hoping it will help with the costs & frustration along with other suggestions people have provided here. Hoping to ease some stress for you both.

Re: locked out

Handy1 — Sat, 29 Jul 2023 16:22:46 GMT

@kenneth7474 Only answer those personal questions in private message to support . Not here on the open forum

Re: locked out

kenneth7474 — Sat, 29 Jul 2023 16:27:16 GMT

hello. How do i send you a private message with all the info you asked?

Re: locked out

Handy1 — Sat, 29 Jul 2023 16:28:26 GMT

@kenneth7474 !private message them with this link

private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: locked out

LitlLdy — Sat, 29 Jul 2023 16:29:07 GMT

@kenneth7474 wrote:
hello. How do i send you a private message with all the info you asked?

@kenneth7474 , send the CS_Agent a private message to the link below please

https://productioncommunity.publicmobile.ca/t5/user/viewprofilepage/user-id/22437

locked out part 2

kenneth7474 — Sun, 30 Jul 2023 02:30:13 GMT

So i posted about my wifes account being locked out for 6 days. Someone got a hold of me at public mobile.....didn't really answer or help to the locked out issue but offered to add data to my wifes account which i agreeded. Now i was changed for the data... and received nothing... and now she is out of data. Awesome.

Re: locked out part 2

HALIMACS — Sun, 30 Jul 2023 02:32:55 GMT

Ask the Customer Support Agent to have a senior member contact you, @kenneth7474

To contact a Customer Support Agent, send a private message to Customer Support Agent by clicking here. You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: locked out part 2

Handy1 — Sun, 30 Jul 2023 02:34:43 GMT

@kenneth7474 First reboot the phone and check for the data add on like this

Try again incognito/private mode

And or lap top /computer

simply try refreshing the page to check data plan / mins / add ons

For most up to date account info

if you need support because something is still wrong . Please submit ticket

privrate message To CS_Agents click

VVVVV Link below VVVVV

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

Still locked out

kenneth7474 — Fri, 04 Aug 2023 02:12:23 GMT

Well we gave up. I had asked for help due to my wifes account getting the User locked BS. I came on here to ask for help which many of you did and thank you. My wife was in the hospital and i needed to add more data and could not get into her account.We both tried on various computers and devices and no luck. An agent got a hold me and i explained the problem. He ended up adding Data to US roaming which i never asked for as i live in canada. All i mentioned was the locked out user and i wanted to add data to her plan. Another agent found the problem for the data and added it to my wifes phone. But still never did anything about the User locked out which was at this point for 7 Days. I asked again about the user lock and still nothing. We are now 10 days going into 11 days with no help what so ever. We have used the right info.... right number... right everything yet still locked out. SO i had enough.... switched to videotron. Got a better plan there and actually can get help within minutes instead of dealing with this for over 10 days now with no luck. so to those who helped me....thank you... as for public mobile... i am done.

Re: Still locked out

softech — Fri, 04 Aug 2023 02:14:43 GMT

@kenneth7474

sorry to hear that. 😞

Re: locked out

Santhi23 — Wed, 27 Sep 2023 15:18:37 GMT

Hello I was able to acess my account and unlock it by signing in on this community page and clicking shop on the public mobile menu at the top right.