Account locked and SIM not working

[Fauch]

Hello, 

My teenage son's SIM card seems to be damaged.  I have ordered him a new one.  I have been trying to log into his account since yesterday with no success.  I keep getting an error message saying I have tried too many times and need to wait an hour.  Even when waiting for 3 hours or more I still get the same message.  I need to access his account to change the SIM.  Any help would be appreciated!

[Fauch]

I have tried all of the above suggestions.  I have a private message going with an agent right now however it seems to take a long time for a response.  Hoping to resolve this quickly.  There surely must be a better way of dealing with issues.  Public Mobile is great until you run into problems.

[BKNS27]

@Fauch 

Did you try login on the PM app on his phone? Just connect to your home wifi before login on his phone.

[Sansan]

@Fauch  since it's your son's account, he will have to contact public mobile directly to get the account unlocked.

The persons whose name is on the account is who needs to make the contact. 

Public Mobile can be messaged directly using link below.

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

[TheSterlinger]

@Fauch 

Trying using incognito tab after an hour or so, if that doesn’t work then try clearing cookies and trying again.  You can use this link to submit a ticket to a Public Mobile CS agent. They can change the SIM for you since you are unable to access the account.

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