topic Re: Locked out in Get Support

Locked out

Kattyawesome — Mon, 20 Oct 2025 21:45:04 GMT

My bank account was locked due to a fraud investigation and then I missed the payment for my phone services. I cant login to my account to pay it, since I don't have a working number for the verification code and no email attached. I also cannot find a number to call and only an unhelpful chatbot and had to create a new account to ask the community.

Re: Locked out

softech — Mon, 20 Oct 2025 21:48:27 GMT

@Kattyawesome

Try this to get the 2FA code, at the 2FA screen, click "Didn't Receive code" or "Resend Code" and choose "Send email" to get 2FA

if you can login, you should see a button "Pay and Resume Services now".

If you can also load enough money from My Account using this link
https://myaccount.publicmobile.ca/en/account/payment/funds/card

(When loading funds for renewal, remember to add E911 fess if you are in the following provinces: AB, NB, NF, NWT, NS, NU, PEI, QC, SK)

If you cannot login still, Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Locked out

CSA_PM — Mon, 20 Oct 2025 21:50:00 GMT

Hello there!

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: Locked out

hTideGnow — Mon, 20 Oct 2025 21:51:08 GMT

hi @Kattyawesome

you can still login. Get the code via email or voicemail. Click Didn't receive code or Resend code and choose Send email or Send voice Message.

Re: Locked out

BKNS27 — Mon, 20 Oct 2025 21:54:44 GMT

@Kattyawesome

Best thing to do is to purchase vouchers then dial 611 and enter the voucher number and PIN to restore service. A CS_Agent may take sometime to get back to you to help you with your login issue.

Vouchers can be purchased from 7-11, Shoppers Drugmart, Staples or Shell gas station but call ahead to make sure they still sell them.

Re: Locked out

hTideGnow — Mon, 20 Oct 2025 21:59:03 GMT

@BKNS27 wrote:

Vouchers can be purchased from 7-11, Shoppers Drugmart, Staples or Shell gas station but call ahead to make sure they still sell them.

hi @BKNS27

OP might not need voucher as long as he can login

and your list is not up-to-date, half the stores there no longer selling vouchers

this is the current list
https://www.publicmobile.ca/en/payment-voucher

this was the announcement last week about the voucher retailers change:

https://productioncommunity.publicmobile.ca/t5/Announcements/NEW-Voucher-Availability-at-Select-Retailers/td-p/1377367

Re: Locked out

BKNS27 — Mon, 20 Oct 2025 22:30:53 GMT

@hTideGnow

Thanks for the update on where to purchase vouchers.