topic My login stopped working, doesn't recognize my phone number or email address in Get Support

My login stopped working, doesn't recognize my phone number or email address

Doey — Mon, 26 May 2025 15:39:02 GMT

I am trying to login into my account, but it doesn't recognize my phone number or email address, my number is confirmed to belong to public mobile.

When I try logging in I select, "Forgot Email" and enter my phone number and it says "Please enter a valid phone number registered to your account."

Please advise!

Re: My login stopped working, doesn't recognize my phone number or email address

Chalupa_Batman — Mon, 26 May 2025 15:41:12 GMT

It looks like a CS Agent will have to reset things for you.

The Public Mobile chatbot is currently unable to create trackable tickets for members who are unable to log in. So for this reason, please use the following link to contact them.

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

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: My login stopped working, doesn't recognize my phone number or email address

hTideGnow — Mon, 26 May 2025 15:40:29 GMT

hi @Doey

you will need PM support agent to help.

you can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: My login stopped working, doesn't recognize my phone number or email address

CSA_PM — Mon, 26 May 2025 18:38:12 GMT

Hi there,

The client had already opened a ticket, and an agent has already resolved the issue.

Re: My login stopped working, doesn't recognize my phone number or email address

Doey — Thu, 05 Jun 2025 10:43:26 GMT

NO! It has NOT been resolved, the CSR said they would follow up and never did, it's like I don't have an account with you guys, please help! It's been more than 72 hours.

Re: My login stopped working, doesn't recognize my phone number or email address

Doey — Thu, 05 Jun 2025 10:43:46 GMT

I am still waiting on this, can you PLEASE help

My login does NOT work

Doey — Thu, 05 Jun 2025 10:57:08 GMT

I am starting a new thread cause the CSR agents are saying my issue from a week ago was resolved but it was NOT.

On the login screen, after entering my PUBLIC MOBILE NUMBER it says, "Please enter a valid phone number registered to your account"

I AM LOCKED OUT OF MY ACCOUNT AND HAVE BEEN FOR OVER A MONTH.

I have messaged CSR and they said they would get back to me within 72 hours and never have.

Please help!

Re: My login does NOT work

softech — Thu, 05 Jun 2025 11:43:57 GMT

@Doey I have escalated your issue on behalf, PM support should reach out to you within an hour, please monitor your Community inbox

Re: My login does NOT work

CSA_PM — Thu, 05 Jun 2025 12:21:09 GMT

Hello @ Doey,

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: My login does NOT work

Doey — Thu, 05 Jun 2025 16:47:49 GMT

They reached out BUT I got another run around by "Axel", your CS keep telling me to wait up to 72 hours and NEVER follow up. What is going on? This feels like it should be a VERY simple issue.

Re: My login does NOT work

Doey — Thu, 05 Jun 2025 16:48:36 GMT

All you did was ask me the same questions as before then told me to wait another 72 hours, this feels like it should be a straightforward solution and you are giving me the run around again.

Re: My login does NOT work

hTideGnow — Thu, 05 Jun 2025 17:05:43 GMT

hi @Doey

from what we know, if @CSA_PM is involved, it means you are on the express lane and issue will be resolved a lot quicker.

Let us know if it is true

Re: My login does NOT work

CSA_PM — Thu, 05 Jun 2025 17:35:39 GMT

Thank you for bringing this to our attention! I see you're already in a private conversation with one of our agents. The agent will continue assisting you directly. Feel free to let me know if you need any more help!