topic Re: Account page blank with unauthorized access error in Get Support

Account page blank with unauthorized access error

Jaml — Thu, 01 Feb 2024 17:06:33 GMT

Hi,

A while back, I bought a brand new unlocked phone from a Walmart 3rd party seller. Turns out it wasn't new nor unlocked. However, I went ahead and created an account with PM with a PM Sim. It worked for a day. I have since returned the phone and got new one which is unlocked and new.. it won't work. The phone shows Public mobile. When I log into my account, it logs in OK, but the account page is blank with an error on top stating unauthorized access. I've tried to submit a ticket but after logging in it sends me to a page that's says Oops, we having trouble and tells to click on the overview page. The page never fully loads and ans states there has been an internal error. Please help , thank you

Re: Account page blank with unauthorized access error

softech — Thu, 01 Feb 2024 17:12:21 GMT

@Jaml

your issue is about login to My Account, it has nothing to do with the phone locked or not

try to login My account using a computer, desktop or laptop. Please login using browser with Incognito mode

Also, you can try download PM app on your phone and login there

if both fails, please engage support by direct message using this link

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: Account page blank with unauthorized access error

kb_mv — Thu, 01 Feb 2024 17:36:13 GMT

@Jaml This happens to me on the app about 25% of the time. Never happens when I sign in with browser on desktop. I usually keep trying on the app and eventually it comes to it's senses and works properly.

Re: Account page blank with unauthorized access error

BKNS27 — Thu, 01 Feb 2024 18:04:20 GMT

@Jaml

Did you try rebooting your phone after putting in the SIM?

Power off the phone then power back on.

Re: Account page blank with unauthorized access error

Jaml — Fri, 02 Feb 2024 11:57:10 GMT

I've tried all the suggested solutions but nothing works and an agent has not replied to my question. I'm thinking that PM has blocked the Sim due to it being associated with a locked phone. If I get a new Sim for the new phone will it work. Does the fact that old account/Sim has been blocked mean that monthy charges have stopped?

Re: Account page blank with unauthorized access error

BKNS27 — Fri, 02 Feb 2024 16:16:29 GMT

@Jaml

The locked phone will not have anything to do with blocking the SIM.

The SIM is related to the account. If nonpayment for longer than 90 days. Your account will be closed, SIM will be useless and the number will be returned to the carrier you got the number from.

Best to call 1-855-4PUBLIC or DM a CS_Agent and check on the status of your account. If it is closed then you need to get a new SIM and pick a new number.

Re: Account page blank with unauthorized access error

Jaml — Sat, 03 Feb 2024 15:16:19 GMT

The number has changed and it wants to send you to a number that charges you by the minute

How do you dm a cs_agent?

Re: Account page blank with unauthorized access error

hTideGnow — Sat, 03 Feb 2024 15:23:37 GMT

HI @Jaml

please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437