topic Re: Cannot access my account in Get Support

Cannot access my account

Robert27 — Mon, 06 Nov 2023 07:13:55 GMT

When I put in my confirmed and correct email address and password (Password has been reset there times) to sign into my account, Safari and Chrome both give an error message that identifies the site and sign in action with a warning window that says "Forbidden AI". What is the problem with the Public Mobile site access?

Re: Cannot access my account

Hollister — Mon, 06 Nov 2023 07:14:38 GMT

@Robert27

Self service is down for maintenance right now. Try tomorrow morning.

Re: Cannot access my account

Robert27 — Mon, 06 Nov 2023 07:19:30 GMT

Boo! Not an acceptable solution. Managing accounts for three children using three separate email addresses (as required) is a logistical and systemic joke. Then, when I go through all the hoops just to access one of those three accounts, you tell me the system is down for maintenance. Unacceptable service. Your self serve service and account maintenance requirements are horrible. Badly structured.

Re: Cannot access my account

Hollister — Mon, 06 Nov 2023 07:21:53 GMT

@Robert27

More often than not…..maintenance takes place in the late evenings. It is always better to access your account during the day.

Re: Cannot access my account

Pizzagal — Mon, 06 Nov 2023 07:27:20 GMT

If there is a maintenance, please inform us. or have a message stating the site is down now and NOT the user's fault.

Re: Cannot access my account

HALIMACS — Mon, 06 Nov 2023 10:37:39 GMT

@Pizzagal @Robert27

Just to advise, all of us here are just other customers like you, and not public mobile staff.

So @Hollister was just providing you information as to why self-serve is not accessible right now.

If you require customer support you can always ask the customer support agents who are actual employees of public mobile:

To contact a Customer Support Agent, send a private message to them 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, or tap your Avatar down in Messages.

Re: Cannot access my account

hTideGnow — Mon, 06 Nov 2023 14:44:59 GMT

HI @Robert27 @Pizzagal

Please try login My Account again, it is working now

Yes, PM will inform us ahead of maintenance sometimes.

Re: Cannot access my account

gpixel — Tue, 07 Nov 2023 00:30:56 GMT

@Robert27

yes we know, it's not ideal... it's always been that way here.. there needs to be compromises somewhere. I think the servers are shut down every night on purpose for security reasons.