topic Re: Unauthorized Access in Get Support

Unauthorized Access

Davis4Ever — Wed, 22 Nov 2023 14:28:41 GMT

I am now on my 3rd week dealing with a login issue that takes me to a page that just says "Unauthorized Access" in tiny letters. It happened after a payment was accidentally reversed by my Credit Card company. I resolved it by purchasing a voucher and having CS_Agent apply it for me to my account. So the phone works, but I have no access to the account.

I have an ongoing message thread with CS_Agent about it, but its a painfully slow process. RIght now, this is my only question:

The new agent taking over the thread asked me for my PIN. I have never used a PIN for any of the accounts I have with Public Mobile. I have only ever used email/pwd with 2-step verification. Can anyone explain to me where to find this PIN that they are asking me for? Is it maybe a new thing since the change to Eversafe?

Re: Unauthorized Access

dust2dust — Wed, 22 Nov 2023 14:32:23 GMT

You're doomed to vouchers for about a year. The pin is in the account. Prepaids don't like chargebacks. You basically got free service. Also newer accounts don't automatically get a pin set up. They even have to go to an exact url to set it. So you might not even have one or had set it up depending on when you signed up.

Re: Unauthorized Access

Handy1 — Wed, 22 Nov 2023 14:34:45 GMT

@Davis4Ever It’s in your account profile page . Awhile back when activating you were asked to put in 4 digit pin , since new system update when you activate iOS doesn’t give you the option to . But it’s best to go and put it to something you will remember for these times and for making changes on Your account thru *611

Re: Unauthorized Access

hTideGnow — Wed, 22 Nov 2023 14:36:14 GMT

HI @Davis4Ever

Your trouble you have was because of the "accidentally reversed by my Credit Card company.". After a chargeback, your PM account is no longer in good standing, so, you need to buy voucher for one full year. Any account change would need to go through CS agent. Similarly loading of vouchers need the help of agent too. After a full year, you will be able to login as usual

Re: Unauthorized Access

Davis4Ever — Wed, 22 Nov 2023 14:36:41 GMT

Well, this sounds terrible. Sadly, I did not get free service, as I also paid normally, so basically I paid double for a month, and lost access to the online account from your explanation. My accounts are about 2 years old, would those still count as "new" ?

Re: Unauthorized Access

hTideGnow — Wed, 22 Nov 2023 14:42:14 GMT

HI @Davis4Ever

not sure if you can access the account using *611 with PIN, ask agent to confirm

Re: Unauthorized Access

Davis4Ever — Wed, 22 Nov 2023 14:43:21 GMT

I guess the only thing for me to figure out is if the account will continue to do the normal pre-authorized payment next month. Then, if it does not, it will just be manual vouchers for a year. This seems a bit obtuse.

Re: Unauthorized Access

Davis4Ever — Wed, 22 Nov 2023 14:50:07 GMT

Since this is my new life now, do I have to contact CS_Agent to make changes to the plan as well? I assume that would be the only way to do anything at this point.

Re: Unauthorized Access

hTideGnow — Wed, 22 Nov 2023 14:57:10 GMT

HI @Davis4Ever

yes, if you need to make change to your plan, you need to message agent

Also , instead of waiting to see if next month auto-renewal, best to just ask agent if you still need vouchers to renew and how many more months you need to do that

Re: Unauthorized Access

dust2dust — Wed, 22 Nov 2023 15:07:26 GMT

Then you would have set your own pin when you signed up. Unfortunately, if you forgot that then the only way to do anything with that now is to log in and change it. But you can't. So, hopefully you can find a way to prove you own the account.
I'm about certain you can enter vouchers using 611. Doing so doesn't need a pin. You can also use real time payments in some stores and one online.
You wouldn't be able to use the autopay because your credit card likely changed. Did it? Or the bank just reversed some charges and you kept the same card. Usually they give you a new card.

Re: Unauthorized Access

Meow — Wed, 22 Nov 2023 15:37:58 GMT

Unfortunately chargeback put you on an PM's 'black list' so for a year you will not be able to do autopay nor pay with credit card.
Only solution is to pay by voucher. You might consider loading your account for a few months extra to avoid monthly payments.

Re: Unauthorized Access

Mohand_2024 — Sun, 10 Dec 2023 15:13:32 GMT

moi j'ai eu le problème récemment , mais au lieu d'essayer de me reconnecter tout simplement, j'ai demandé de changer mon mot de pass , j'ai changé mon mot de pass, ensuite c'est le processus normal.

essaye de changer le mot de pass, par l'icone (mot de pass oublié), espérant que cela résoudra ton problème

Re: Unauthorized Access

Levi_wendt01 — Mon, 26 Feb 2024 20:46:52 GMT

I had the exact same thing happen. I had a chargeback for $124 for 3 months that got charged back and I screwed around trying to find vouchers and finally got them and send them to cs_agent and then found out that I needed to get another one for the topup amount even though I just topped it up before I had the chargeback. Seems a little bit scammy if you ask me

edited by comptuergeek541: As per terms of service, inappropriate language has been removed.