topic Re: Locked out of account, Help please! in Get Support

Locked out of account, Help please!

jerrylong18 — Tue, 05 Aug 2025 13:19:59 GMT

So i cannot login to my account because i forgot the email on file. It seems i changed my email about a year ago, as i see emails for it in my previous email but im not sure what i changed it to. So ive been buying prepaid cards and just topping up every month. Well i was supposed to top up last friday and forgot, so i did today. But it didnt bill me for my plan, it says service is suspended and the next bill date is september 1st. When it asks me for my 4 digit phone code, i cannot seem to get that right either even though i only ever use the same code for everything, is there maybe a default code that is set?

Ive read online that somehow i can send a OTC and it will reveal my partial email address. Can anyone inform me on how to do this? Im sure i would remember it if i could see the partial part. Or can a mod just bill my plan for me again with my public mobile balance?

Re: Locked out of account, Help please!

hTideGnow — Tue, 05 Aug 2025 13:20:43 GMT

hi @jerrylong18

PM support can 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: Locked out of account, Help please!

Handy1 — Tue, 05 Aug 2025 13:21:08 GMT

@jerrylong18

you can use the orange chat bubble bottom right of screen or send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

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

Re: Locked out of account, Help please!

slusagm — Tue, 05 Aug 2025 13:21:54 GMT

if you call *611 to load the voucher from your phone, it wouldn't ask you for the 4 digits PIN. Try

if you really cannot load that way, you will need to ask PM to help to sort out the account issue first and help to load the voucher

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Locked out of account, Help please!

Dunkman — Tue, 05 Aug 2025 13:29:23 GMT

@jerrylong18

See whether this link will reveal your email address:

https://eversafe.id.telus.com/user/forgotemail

Re: Locked out of account, Help please!

jerrylong18 — Tue, 05 Aug 2025 13:34:38 GMT

I was able to load the voucher, but it did not automaticly take out the funds for my plan like it always does. So now how do i get it to take the funds out? Do i have to wait until september 1st for the next billing date? Or can they take it out for me?

Re: Locked out of account, Help please!

jerrylong18 — Tue, 05 Aug 2025 13:35:00 GMT

I tried, it only says it sent an email to the email on file

Re: Locked out of account, Help please!

slusagm — Tue, 05 Aug 2025 13:37:41 GMT

@jerrylong18

good that you can load the voucher. But you might need access to My Account to trigger a renewal. Ask PM to help

Re: Locked out of account, Help please!

Dunkman — Tue, 05 Aug 2025 13:40:49 GMT

@jerrylong18 wrote:
I tried, it only says it sent an email to the email on file

@jerrylong18

Did you check your various email accounts to check if you received that email?

If you didn't receive the email, I will try to escalate your post to CSA_PM to help access account. Expect a private message within 30 minutes from CSA_PM

Re: Locked out of account, Help please!

jerrylong18 — Tue, 05 Aug 2025 13:42:19 GMT

Yes i checked every email i can remember, some i cannot get into anymore though so it might be in one of those, im not sure. I have a lot of emails lol.

Thank you very much!

Re: Locked out of account, Help please!

CSA_PM — Tue, 05 Aug 2025 13:45:29 GMT

Thank you for the escalation! The customer is already in contact with an agent.