topic Not sure if my account is compromised or the server has completely blocked me after so many login at in Get Support

Not sure if my account is compromised or the server has completely blocked me after so many login at

Polysterene — Tue, 26 May 2026 13:31:27 GMT

I can't log into my PM account. For some reason every time I log in it says unauthorized. Or if I try to log in a different way it will go throughsome verification with me and log me in through ever safe and then it will say unauthorized. It gives me the options to go through support but I can't wait 2 weeks for my phone. Does anyone have any idea as to how to deal with this? Would it be smarter to just say screw it and start a new phone plan under a different email My balance is at zero so it's not like I owe them anything. Has anyone run into this issue before?

Unfortunately also calling the star 611 does not work as for some reason my four digit passcode that I swear I have always used isn't working either. So I am really really really locked out and I need my phone. Sounds like a good time to switch to Kodoo... As I can't log into, top up, or even talk to a robot that knows what's up and just sending me back to my account page consistently. Doesn't matter if it's desktop mode, incognito mode, cleared my cache, cleared my cookies, cleared my history, try a different browser, tried to use the app. Or the website. Or the links given by the chat box. Or in the community. Not have helped me unfortunately so far I have also reset my phone and done all that fun stuff.

If ANYONE Acan help me out on this... That would be a lifesaver.

I don't have a home phone or Wi-Fi so this is my only way for communication. Being disabled and living alone that's a little frightening to me and that's why this request is rather urgent. Not more urgent than other people's requests but urgent to me. So I know may take me a little bit longer to respond, as I will have to go somewhere to use Wi-Fi to see and respond to messages until my plan is fixed.

Has anyone done the kudos switch? If so any responses or reviews on it?

#service #blocked #611 #*611 #pleasehelp #techproblems

[Update by softech: removed tags to incorrect community members]

PS any admin sets you this do not charge the card on my file remove card on file I need to add a new card. That card was compromised and needs to be removed immediately from my file please and thank you. Card ending in 1906.

Re: Mobile data not connecting - text and calls work fine

Polysterene — Tue, 26 May 2026 04:40:58 GMT

Can someone please help me with the same issue. It is the 2nd time in a month I have been flagged as an unauthorized account. However I've had this account since 2016.

Re: Not sure if my account is compromised or the server has completely blocked me after so many logi

hTideGnow — Tue, 26 May 2026 11:56:52 GMT

HI @Polysterene

call 1-855-4Public from another phone and enter your phone number , check if the account is active

and ask PM support agent to check further.

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: Mobile data not connecting - text and calls work fine

softech — Tue, 26 May 2026 13:32:15 GMT

@Polysterene

I have escalated your ticket on your behalf. PM support will reach out to your via Community inbox. Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Not sure if my account is compromised or the server has completely blocked me after so many l...

CSA_PM — Tue, 26 May 2026 15:49:04 GMT

We appreciate your escalation. An agent is already assisting the customer and will ensure they receive the support they need.

Re: Not sure if my account is compromised or the server has completely blocked me after so many l...

Polysterene — Tue, 26 May 2026 18:07:21 GMT

Thank you. I appreciate you understanding the urgency I am experiencing in needing my phone back asap. Please contact me when you require updated payment information as I am unable to use *611 as i don't believe it is accepting my passcode correctly. Thanks again for your help as I am only able to check back and when I am using Wi-Fi or am I able to find someone to hotspot me. That is not as easy as it sounds as I am disabled and live alone

Re: Not sure if my account is compromised or the server has completely blocked me after so many logi

Polysterene — Wed, 27 May 2026 14:41:08 GMT

Re: Not sure if my account is compromised or the server has completely blocked me after so many logi

Polysterene — Wed, 27 May 2026 14:45:07 GMT

Thank you for letting me know!

I'm Christopher and I'll be assisting you now.

I know what you're saying and I totally understand how frustrating this can be.

Whenever a payment is made and then, later on, the payment will be disputed by the cardholder through a chargeback, the financial institution will basically draw back that amount.

Because of that, it's considered a fraudulent payment so the account will be locked.

In order to restore the service, you'd need to make a payment by voucher to cover the disputed amount of 93.62$ and the cost of the plan for renewal of 50$, plus tax.

You won't be able to process it on the online account or by dialing *611, so you'll need to contact us.

Keep in mind that the access to the online account and to card payments will be restricted for 12 months.

The only way to remove the restriction would be for your friend to have their financial institution cancel or reverse the chargeback.

All dispute inquires must be handled by the financial institution.

Otherwise, you'll need to make payments through top-up vouchers for 12 months.

For vouchers, you can check our partner stores using this link: https://www.publicmobile.ca/en/payment-voucher .

You can also purchase them online, but usually they're from 3rd party sellers, and will charge more, such as recharge.com

I await your reply

Regards,

C. - Public Mobile CS_Agent

Thank you for letting me know!
I'm Christopher and I'll be assisting you now.