topic Re: I've been locked out of my account for more than 20 hours in Get Support

I've been locked out of my account for more than 20 hours

whatajoke — Fri, 02 Aug 2024 13:15:28 GMT

Just trying to reset my password to update my subscription to one with more data because I'm leaving on a trip today and my account has been locked for what feels like forever. I've even successfully managed to reset my password like 3 times, but it remains locked. The message states it will be locked for 3 hours, it's been since yesterday, nearly 24 hours ago.

This is a joke, honestly borderline unusable service.

Re: I've been locked out of my account for more than 20 hours

eddieO — Fri, 02 Aug 2024 13:18:14 GMT

@whatajoke, not sure why it's still not letting you back in but try opening a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: I've been locked out of my account for more than 20 hours

TheSterlinger — Fri, 02 Aug 2024 13:20:12 GMT

@whatajoke

Try signing in using Incognito. If that doesn't work and you've tried after 1 hour or so then you can sumbit a ticket to a Public Mobile CS agent using this link.

Tu check for responses click the enveIope ou click your avatar then click Inbox.

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

Re: I've been locked out of my account for more than 20 hours

whatajoke — Fri, 02 Aug 2024 13:25:23 GMT

I've reached out using your link (https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437), hopefully they resolve this quickly or I'm changing providers. This is extremely frustrating and a serious waste of time when I'm about to leave on a trip.

Thanks for the help.

Re: I've been locked out of my account for more than 20 hours

TheSterlinger — Fri, 02 Aug 2024 13:28:38 GMT

Hopefully they can get back to you in a timely manner. Be sure to check your messages for any response.

Re: I've been locked out of my account for more than 20 hours

whatajoke — Fri, 02 Aug 2024 13:29:50 GMT

I'm very doubtful they will. It's a shame to have to jump through these hoops just to unlock my account in this situation. I can't believe an email verification is not sufficient to unlock it. Extremely frustrating way to do business.

Re: I've been locked out of my account for more than 20 hours

colleeno — Fri, 02 Aug 2024 13:33:38 GMT

Do you have the Public Mobile app on your phone? Just wanted to mention it in case you haven’t tried logging in that way too.

Re: I've been locked out of my account for more than 20 hours

whatajoke — Fri, 02 Aug 2024 13:39:16 GMT

I don't have it and I can't download it without data 😞

Re: I've been locked out of my account for more than 20 hours

whatajoke — Fri, 02 Aug 2024 14:17:15 GMT

Now expecting a resolution within 72 hours. I'm not sure why the account locks when forgetting your password are so long and email verification won't resume access to your account.

It's a giant waste of time and quite frankly, very punishing.
I believe this will be the end of my time being a customer of Public Mobile as the inability to regain access to my account and the misleading ''Please try again after 1 hour.'' which last for a mysteriously long time is just too big of a headache.

I don't know who has this kind of patience to save 5$ a month but not me.

Re: I've been locked out of my account for more than 20 hours

slusagm — Fri, 02 Aug 2024 14:25:30 GMT

@whatajoke but you are replying here so you have internet some how, properly on Wifi. Yes, you can download the PM app using WiFi