Account Disabled *NEED HELP*!!!!

[FoxmanFX]

My son, who's phone I am paying for, just contacted me over chat and told me that his phone has no cell service.

I tried to log into my account that I have for him and it gives me an error:

ForgotPassword/LoginUnsuccessfulUser_LoginDisabled

I cannot reset password, cannot log into my account, cannot submit a ticket.

I need help!!!!

No number I can call, what do I do?!!?

[gblackma]

@FoxmanFX  as long as PM gets paid they don't care what's on your account,  the alternate number and if you use a credit card, the information has to correct. Basically change the name on your account. It can be anything ie Wee Willie Winner. This prevents your number from being ported out.

[FoxmanFX]

Called my son's number it goes to voicemail

Got ahold of Mods and validated my info and waiting to hear back

Concerned that it was sim jacked, which is hilarious because its my kids number and he has no accounts associated with that number. No credit cards, no bank info no nothing.

[gblackma]

@FoxmanFX  that's the message you get when your account is closed. If it's not a 90 day account that's been inactive for over 90 days, or your son didn't port the number then it  may have been stolen.  To error on the side of safety, start changing email,  bank accounts, credit account passwords, contact your banks etc, 

[geopublic]

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@FoxmanFX wrote:

My son, who's phone I am paying for, just contacted me over chat and told me that his phone has no cell service.

I tried to log into my account that I have for him and it gives me an error:

ForgotPassword/LoginUnsuccessfulUser_LoginDisabled

I cannot reset password, cannot log into my account, cannot submit a ticket.

I need help!!!!

No number I can call, what do I do?!!?

---

@FoxmanFX  Call your son's number. What happens? If someone answers then your son's phone has probably been sim-jacked.

If you are still having problems contacting Public Mobile then click here. The link  sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Please note that account verification may be required when contacting the Moderator Team 

[FoxmanFX]

I cannot use the ticketing system as the account appears to be disabled.

I will have my son call 611.

I will message the moderator team.

[Triguy]

Try using a different browser and incognito mode.  Also try clearing your cache and cookies the reboot and try logging in again.  Has your son reboot Ed his phone ?  If you need further assistance then submit a ticket by clicking on the question mark on the bottom right.

[Staliger]

@FoxmanFX Your son (or you on his behalf) should contact moderators by clicking the "?" in lower right side of the page, typing "contact moderator", and following directions; OR by sending a message: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Dunkman]

@FoxmanFX 

When was your son payment date?  What happens when your son calls 611?  Maybe ask your son to reboot the phone.  Try the SIM card in another phone to help determine whether hardware issue versus PM service problem.  

If you are unable to access the self service account and the password reset function is not working, you will need to contact moderator to access the account.

To contact moderator via 2 methods:

1. Ticketing system - faster response time

Click on the question mark on the right lower corner of website to start ticketing process to contact moderator.  Type: Contact moderator. Follow the prompts to submit ticket.  

or

2 Send a private message to moderator through the following link :

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

[JoyLuck]

Try this: When using self service clear your browser cache/history/cookies. Close browser and open a new browser in incognito/private mode. I prefer to use chrome.

Are you using the exact email and pw as before?

To contact a moderator who can access your account to assist you do the following:

Click on the green question mark in the white circle at the bottom right of your screen.
Type “moderator” and follow the prompts. (choose “Account-specific question” and then “No, I want a human” and submit a ticket)

Once connected, you will be asked to log in again with your community user name and password.
Please do, this allows you to continue and send your message.

Check your message sent box (envelope icon top right of your screen) to make sure the message was sent. Check your inbox, the moderator’s answer will show up there.

You can also enable email notification to receive a private message notification sent to your email.
Go into your community account > My settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

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