topic Re: Account help in Get Support

Account help

Mark711 — Fri, 10 Jul 2026 00:12:34 GMT

My son is locked out of his account. How can I chat with an agent to get this resolved?

Re: Account help

softech — Fri, 10 Jul 2026 00:16:02 GMT

@Mark711 you will need to engage PM CS support for assistance

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: Account help

hairbag1 — Fri, 10 Jul 2026 00:39:13 GMT

@Mark711

the best suggestion was provided above...but for my curiosity, how did he get locked out ? Please let us know in case this happens to someone else.

Re: Account help

Mark711 — Fri, 10 Jul 2026 01:23:33 GMT

Why is is impossible to find the option to contact a CS agent on the website on via the app?

Re: Account help

Mark711 — Fri, 10 Jul 2026 01:24:04 GMT

He forgot his account email and password, and is unable to recover his account since the password reset gives an error message when trying to reset via his cell number.

Re: Account help

hTideGnow — Fri, 10 Jul 2026 01:37:43 GMT

HI @Mark711

couple posts above already told you that you can use the link to message ticket. Instead of worrying, please follow the advise and open the ticket.

Since you didn't message them earlier, I believe it might be a bit late for tonight, support might not reply you until tomorrow

Re: Account help

hairbag1 — Fri, 10 Jul 2026 01:45:58 GMT

@Mark711 wrote:
Why is is impossible to find the option to contact a CS agent on the website on via the app?

using the web version...look to the bottom right side of the page to find the orange chat bubble. Click on that to start the process to get some Customer Support. If that doesn't work; use the link provided by softech to dm Customer Support. They shut'er down at about 10pm EST so not much time left today.

Re: Account help

Mark711 — Fri, 10 Jul 2026 03:04:44 GMT

I've sent a message to CS via the link provided and waiting for the response. Yes, might have missed the end of their day.

The orange chat bubble triggers an AI bot agent chat, that's very limited and sends me in an endless loop. It can't resolve my issue and I couldn't find any way to trigger a chat with an actual person from there.

Re: Account help

hTideGnow — Fri, 10 Jul 2026 03:06:36 GMT

hi. @Mark711 you were provided with the link the message PM agent at the beginning and you should have just used the link to save time

no worries, it will be sorted out tomorrow

Re: Account help

Mark711 — Fri, 10 Jul 2026 03:10:22 GMT

I did send a message to that link. I'm not worrying, I'm providing feedback on a very poor experience for my issue that can't be solved by AI bot chat and is an issue preventing login. Besides posting an issue in this community chat and getting a link, I can't find any way to reach a real person CS agent. I even tried clicking CS support links that had been provided to others on this community page and they also took me to the AI chat bot.