Account is still locked out, even after 24 hours of waiting

[LeftRight]

I am dealing with a support and before I fully decide to port over to Freedom, I would like to still give PM support a chance to see if they can unlock my account.

Long story short, I forgot my password. I tried to reset it but it says user locked out. Support states my account is not locked, however, logging in to Public Mobile gives me this

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

When I tried to reset my password, it says User locked out. 

This has been going on for the past 24 hours. The support document says wait for three hours, I am way past that and my account is still locked. Is there any way to escalate my issue beyond the regular support reps on this board?

[DeelightfulDee3]

@LeftRight 

This just worked for me!

https://productioncommunity.publicmobile.ca/t5/Get-Support/Re-Troubleshooting-Login-Issues-OTP-2FA-E...

[DeelightfulDee2]

@LeftRight 

Have you gotten this issue resolved? If so by whom? Thx.

[LeftRight]

The case has now been transferred to the manager since the rep was unable to help

[LeftRight]

I did but he is unable to help. He insists that the account is not locked in the system but I sent him screenshots showing the locked out status. Again, I have used different browsers, different devices, cleared caches, even installed the PM app, still the same. How can it show in the system it is not locked when I cannot even login or reset. That is why I asked the rep if he can create a temporary password but that was not responded to. 

[Phil_Adelphus]

@LeftRight   You can contact customer service by private message from this community, where you are already logged in.  Here is a link, they will reply to your private message inbox.  The envelope icon top right will have an indicator when there is a reply, but if you don't see an envelope (depends on the device) click your avatar and select "Messages".  

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

[LeftRight]

Funny part is I cannot even create a ticket because it requires me to login to my account which is exactly the problem I am having. If a rep is unable to help me here, can that be escalated? 

[Meow]

@LeftRight I hear you... You are not the first one not liking new system 😞

Try to contact agent again. Open a ticket and if that does not work contact them directly. You might reach agent who is more experienced and willing to help.

Hit: Keep ALL your passwords in some safe location. I use Android app for all my log-ins, passwords, etc. Encrypted, backed up... It IS a pain these days to keep track of all passwords - banks, government, web sites, you name it.

[LeftRight]

I have done that so many times and to several devices I have not used for signing in. I rarely ever change my password and I do not usually login, maybe why I cannot seem to remember the password I used. This was where it all started. But this eversafe thingy seems difficult to deal with. I remember it was not difficult to reset your password before. 

[Meow]

Did you try using different browser? Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

Do not change passwords too often in a short period of time. Change once, wait 1h try to log in again.
Try contacting agent again explaining what you do and what you did and how to resolve that.