Autopay stopped working after four years and locked out of account

[kidsndog]

I rarely log into my PublicMobile account and tried to do so this morning when my phone line has been deactivated despite having autopay in place. After two attempts, I am locked out of my PublicMobile account and it won't let me do a password reset - the message states to contact PublicMobile when I try to do a reset. NOTHING to do with my credit card as it does not expire for another five years. It's a fail on PM's end and I would like to resolve it ASAP. Can someone tell me how to find out what moderator is online at any given time so I can message them? Thank you!

[esjliv]

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@kidsndog wrote:

Well, it's been an hour since I messaged the Moderators and no response: I need my phone for work which is making this incredibly stressful. Does anyone know how long one usually waits before a Mod responds?

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@kidsndog  - all things to know about CSA's (formally known as Moderators) here:

https://www.publicmobile.ca/en/on/get-help/articles?q=customer+support

Usually responds within an hour during business hours, but could be up to 48 hours.

Try logging into your Self Serve account again, you may have just temporarily locked yourself out due to too many failed attempts or cache/cookie website issue?

When you do try again, try opening a tab in incognito mode and log in that way. 

Then make a manual payment by choosing the "Other" option (not the amount owing option) to make a payment, then reactivate your plan.

[dust2dust]

Get your plan working quicker by buying a voucher online and using 611 to put it in.

During the first 4 years, did you ever change the credit card? An upwards to 9 year credit card expiry seems rather long.

[kidsndog]

Well, it's been an hour since I messaged the Moderators and no response: I need my phone for work which is making this incredibly stressful. Does anyone know how long one usually waits before a Mod responds?

[JL9]

No problem, good luck! 

[Yummy]

Would you be kind enough when this is resolved to post here what was the issue? So we know how to handle it in the future instead sending customers to agents.

[kidsndog]

Thank you!!

[JL9]

This is probably your best bet to get the ball rolling asap. 

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