topic Re: Account locked in Get Support

Account locked

Angk — Tue, 29 Oct 2024 19:21:12 GMT

My mother is trying to login but her account is locked. She reset the password but still locked. This has been ongoing all day even though she waits the one hour. She needs to make a payment because her visa expired. It's needs to be updated so she can have service again.

Re: Account locked

hTideGnow — Tue, 29 Oct 2024 19:28:33 GMT

hi @Angk

could be just a browser cache problem. Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if same, then please submit a ticket with CS by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Account locked

BKNS27 — Tue, 29 Oct 2024 20:26:02 GMT

@Angk

Once the CS_Agent help her access her account. Make a note somewhere with the registered email and password to the account so she doesn’t run into this problem again in the future.

Re: Account locked

Angk — Tue, 29 Oct 2024 20:32:16 GMT

Thanks everyone, I was able to change her password with Internet Explorer instead of Chrome and didn't get the locked out message. I have it resolved now and service has been restored. Thanks again for the help.