Account is locked

[VK-24]

My wife’s is abroad now, and she desperately needs roaming to be added, but her account is locked.  What should I do? I’ve changed the passwords, but it doesn’t help. PLEASE ADVISE ASAP. Thanks

[Chalupa_Batman]

I'm just following up on things.

Please note that reaching out to a CS Agent as some here have suggested, won't do anything. It's not your account and they will not help you. 

Here is what she has to do. If she has her phone with her, tell her to log into her account via the app on the phone while connected to wifi while she's down there. If she's having issues logging in because you may have locked her account with your attempts to get in, she has to create an account here on the forums here. Then she can contact a CS Agent with links provided here to help reset her account. Once done, she can purchase a US roaming package via the app. If you want, email her the link to this page with all the info. 

And finally, if she is currently in the US, it also depends on her phone as well. If it's not a whitelisted phone that has been approved by Public Mobile, it will not work as it needs VoLTE enabled. Here's the whitelist.

In all honesty, this seems like a lot of work for her to do. Might be better for her just to go purchase a US prepaid SIM card and use that.  Then download TextNow and pick a local number to where you folks live and then just talk and text that way using a data SIM card or wifi.

WHITELIST

[hairbag1]

@VK-24 

could you please let us know which Public Mobile plan is it that wifie is subscribed to. If she has a strictly Canada only plan, she can buy one of the 15 Day US Roaming add-ons for use while in USA. She can buy it herself if she logs in to her account using local wifi in US. Be aware that she must have a cell that is on the PM whitelist of volte enabled phones...otherwise her calling won't work even with a roaming add-on. Let is know make / model of her phone and we can confirm for you.

[hTideGnow]

hi @VK-24 at this moment, only supports can help.  Please message them as advised above 

[VK-24]

I’ve tried private browsing and PM App, - no success:

“Exceeded the number of log-in attempts. Your account is locked. Please try again after 1 hour.”

I just need to unlock it.

, 

[VK-24]

I just need an access to her account which has to be unlocked. 

[Phil_Adelphus]

@VK-24   I'm guessing she wants you to purchase a US roaming add-on for her phone?

[Rastin]

One other thing does she have a canada US plan? If she doesn't it won't work 

[hTideGnow]

hi @VK-24 ask her to turn on Roaming data on the phone

and make sure connect to T-Mobile, AT&T or Verizon.  Try each of them and one of them will work 

[VK-24]

Yes, she is in US, but still can’t use either data or phone

[VK-24]

Yes, she is in US, but still can’t use either data or phone 

[BKNS27]

@VK-24 

Please note that Roaming is only available in the USA and Mexico. So if she is abroad then it doesn’t matter because it won’t work in other countries.

She can use WhatsApp or Fongo for free calling and texting on wifi. Otherwise she needs to purchase a local SIM where she is at.

[hTideGnow]

hi @VK-24 

maybe just browser cache, please use Incognito/private/secret mode on your browser to login My Account to confirm again

If same,  please submit a ticket with CS Agent by direct message:  

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

Support will reply via Community inbox here within 2 to 4 hours:

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

[Chalupa_Batman]

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@VK-24 wrote:

My wife’s is abroad now, and she desperately needs roaming to be added, but her account is locked.  What should I do? I’ve changed the passwords, but it doesn’t help. PLEASE ADVISE ASAP. Thanks

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Hello @VK-24 

First, when you say "abroad", I'm going to assume she's not in Canada or US? If she's not, then her service will not work anywhere else and she'll have to wait till she returns to Canada. The only way to use her phone there is if she picks up a SIM card locally for whatever service is out there.