topic Re: Problem with account in Get Support

Problem with account

Glebouthillier — Sat, 30 Nov 2024 12:55:48 GMT

I just subscribed with public mobile. My service works great on my cell but I don’t have access to my account. It says forbidden. And log me off automatically. I can I have access to my account?

Re: Problem with account

ZoeF21 — Sat, 30 Nov 2024 13:14:36 GMT

Same problem here since yesterday. Assuming that their network was overwhelmed. Hoping that there's a fix today...

Re: Problem with account

jessicam1314 — Sat, 30 Nov 2024 13:34:26 GMT

I read older threads that it's got to do with our account setup where something didn't go right. Others resolved it by messaging customer support and they had to reset the account to fix it. I'm hoping it resolves on its own or that support can help :')

Re: Problem with account

jessicam1314 — Sat, 30 Nov 2024 13:34:57 GMT

Same here since yesterday too

Re: Problem with account

hairbag1 — Sat, 30 Nov 2024 13:42:26 GMT

@jessicam1314 @Glebouthillier

you should message Customer Support by clicking on the orange bubble on bottom right side of page.

If that doesn't work, use this link to message Customer Support. Make sure to give them as much account info as you can..ie: name on acct, PM pin #, ph number, Acct number...

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

Re: Problem with account

jessicam1314 — Sat, 30 Nov 2024 13:44:01 GMT

Thanks. Question about the pin number. Yesterday when I was transferring from Telus over I received a message that I had set up my PM pin but I actually never set up anything because there was no prompt to select one. Since I can't log in now I don't have a way to view or update the pin. Is there another way to determine my pin?

Re: Problem with account

hairbag1 — Sat, 30 Nov 2024 13:47:46 GMT

@jessicam1314 wrote:
Thanks. Question about the pin number. Yesterday when I was transferring from Telus over I received a message that I had set up my PM pin but I actually never set up anything because there was no prompt to select one. Since I can't log in now I don't have a way to view or update the pin. Is there another way to determine my pin?

If you can't log in to your new PM acct to select a pin number, let Customer Support know you haven't selected one yet. Once you're acct is up and running as expected, you can log in to your acct and edit/change your PM pin to your liking.

Re: Problem with account

jessicam1314 — Sat, 30 Nov 2024 17:39:01 GMT

Just wanted to share an update that customer support fixed my login issue on their end and everything is working perfectly now. Reaching out to them directly was the best way forward. Good luck!

Re: Problem with account

Glebouthillier — Sun, 01 Dec 2024 13:40:23 GMT

Thank you. Can you please tell me how to contact customer support I’ve tried everything but there’s no way I can talk to a real person. Please help me

Re: Problem with account

computergeek541 — Sun, 01 Dec 2024 13:43:22 GMT

@Glebouthillier wrote:
Thank you. Can you please tell me how to contact customer support I’ve tried everything but there’s no way I can talk to a real person. Please help me

I know that yuo're asking for a real person, but you'll need to go through the chatbot to open a ticket. That will enable contact with a customer support agent. https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: Problem with account

jessicam1314 — Sun, 01 Dec 2024 13:51:32 GMT

Send them a direct message through this link
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Explain your issue and they will help you. When they reply you'll get an email notification and it'll also appear in your community direct message inbox. I hope that helps!

Re: Problem with account

computergeek541 — Sun, 01 Dec 2024 13:53:46 GMT

@jessicam1314 wrote:
Send them a direct message through this link
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Explain your issue and they will help you. When they reply you'll get an email notification and it'll also appear in your community direct message inbox. I hope that helps!

Customers need to be using the chatbot whenver possible. Sending a private message in the above manner will cause slowdowns because it leads to unnecesssary back and forth for account verification. These types of private messages are also given a lower priority than tickets submitted using the chatbot.

Re: Problem with account

jessicam1314 — Sun, 01 Dec 2024 14:01:11 GMT

The problem with the chatbot is that you need to login to submit a ticket. I had the same issue as OP and we cannot log in with the forbidden A1 error until support refreshes our account on their end.