Can't get into my account

[Tonalita]

Pleassssse help. Beyond frustrated. My auto payment did not go through because unbeknownst to me, my credit card had expired. I can't even remember how many years ago I set up this account but I don't remember my password. Each time I say 'forgot password', a security question is asked for which I don't have the answer. I don't even recall setting up that security question. I can't get past this point. I have been locked out several times now guessing the answer. I have been without service now for a bloody week, stuck in the middle of nowhere in the middle of a pandemic no less with zero help available to me. All I want to do is bloody update my new credit card info so that my service can be restored. 

[gblackma]

@Help-is-here have you activated your SIM card? If you haven't, your self service account is created when you activate it. If you activated at a store, then you have to create your self service account using the same email used to activate at the store. 

Here's 4 articles on activation and porting and the Refer a friend reward  if you need them:

1. What you require to activate https://www.publicmobile.ca/en/bc/get-help/articles/what-you-need-to-activate
2.How to activate https://www.publicmobile.ca/en/bc/get-help/articles/activation-account-set-up
3.How to port https://www.publicmobile.ca/en/bc/get-help/articles/choose-your-phone-number
4. Refer a friend https://www.publicmobile.ca/en/on/get-help/articles/the-refer-a-friend-reward

Now if you activated online and know the answer to your secret question, try the forgot password link.  If this doesn't work.  You will have to contact the moderators and ask them to for a temporary password. Click on the green questionmark in the white circle at the bottom right of your screen.  This connects to the autobot Simon.  Type moderator and follow the prompts to get to one (CLICK on "Account specific question" and  "No I want a human" and "Submit a ticket Click me!")
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 private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there. Once it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue.
If you need to, you can also enable email notification to receive a private message notification sent to your email. Go to your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

If this fails, use this private message link to contact them directly 

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

Welcome to the community.  Stay safe. 

[Anonymous]

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@Help-is-here wrote:

i am essentially having the same issue, i have a sim card but cant log into the account connected to it

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Do you currently have working service with Public Mobile?

What response do you get when you dial 611 with the Public Mobile SIM in?

What are you wanting to do for needing in to your account?

[Dunkman]

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@Help-is-here wrote:

i am essentially having the same issue, i have a sim card but cant log into the account connected to it

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@Help-is-here 

More details about your specific situation may be helpful.  

Are you a new customer? old customer?

Were you able to access your self service account before?

Did you try to reset your password?

https://selfserve.publicmobile.ca/forgot-password/

(Check your junk folder)

Have you contacted moderator? 

etc.

[Help-is-here]

i am essentially having the same issue, i have a sim card but cant log into the account connected to it

[computergeek541]

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@Tonalita wrote:
Ugh. So frustrating. I didn't find the moderator thru Simon. It was a direct link someone posted to communicate with a moderator. I was asked to click on a link to provide verification in addition to providing my pin which was correct. I was asked what kind of plan I had, and was told my response was incorrect. I was then asked how long I had been a customer. I responded 10 years or more because I wasn't exactly sure of the date. I was told my answer was incorrect. Then I was asked what the last number I phoned or texted was and have not heard back. This is messed up.

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Please realize that by providing information that was not correct, this can make the moderator believe that the account is possibly not yours. If you're not sure of the answer, a guess shouldn't be made. This process is for the protection of all customers.Normally, the account PIN is enough, but for something such as account security, there are guidelines that the moderators need to follow and they also need to use their discretion.

[gblackma]

@Tonalita the moderators have up to 48 hours to respond.  Please be patient.  Thanks.  Stay safe. 

[Tonalita]

And still nothing. It is 2pm. No response from the moderator named Katherine since last night. Is this normal?? Who can I complain to about this?

[Tonalita]

I recently had to do a factory reset so unfortunately lost everything. I still haven't heard from anyone today. The moderator I was speaking with yesterday hasn't gotten back to me. I requested to speak with someone else and still nothing. 

[BearFBI]

@Tonalita You can scroll through previous txt messages if they were saved and try to find the first txt message from Public Mobile. It should show a date. Just provide as much information as possible so they can verify you.

[Tonalita]

Ugh. So frustrating. I didn't find the moderator thru Simon. It was a direct link someone posted to communicate with a moderator. I was asked to click on a link to provide verification in addition to providing my pin which was correct. I was asked what kind of plan I had, and was told my response was incorrect. I was then asked how long I had been a customer. I responded 10 years or more because I wasn't exactly sure of the date. I was told my answer was incorrect. Then I was asked what the last number I phoned or texted was and have not heard back. This is messed up.

[Tonalita]

Thanks! 😊

[BearFBI]

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@Tonalita wrote:

Thanks so much. I'll check it out. I just sent out another message to connect with a moderator. Do you know if they respond on weekends? Just curious, thnx.

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@Tonalita 
Moderators are available:

Monday to Friday from 8 AM to midnight Eastern time.

Saturday and Sunday from 8 AM to 10 PM Eastern time

“To ensure the safety of our team members during the COVID-19 pandemic, our Moderator team is working at reduced levels. During this time, you may experience longer than normal wait times when contacting our Moderator team for help.”

Ive found that moderators respond pretty quick even though they state that COVID is making moderator response times longer. I contacted one a couple of days ago regarding a system Activation issue and they replied in 30 Minutes on a weekend.

[Tonalita]

Thanks so much. I'll check it out. I just sent out another message to connect with a moderator. Do you know if they respond on weekends? Just curious, thnx.

[JoyLuck]

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@Tonalita wrote:

Thanks. I still haven't heard back from the mioderator I was speaking with yesterday. Do they not work on Saturdays? It has been a week now that I have been without service. I went to Walmart yesterday because I understand it is the only place that is third party to PM. I explained to the girl what was happening and she was clueless. She said nothing about the possibility of purchasing a voucher as a temporary solution (I wasn't aware it was even an option at the time). All she offered to do was to set me up with a new plan but said my phone number would have to be changed. Ugh. I said no thanks. Where online can I find a voucher to purchase? Is it a one time thing, kind of like a pay as you go deal? Thanks!

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You can purchase a voucher online at recharge.com.

There are retail stores too, but sometimes the vouchers take up to 24 hours to become active.

[geopublic]

@Tonalita  Check the 3 links at the bottom of this post.

1. Xoom
2. Recharge
3. Ding

Hope this helps!

[Tonalita]

Thanks. I still haven't heard back from the mioderator I was speaking with yesterday. Do they not work on Saturdays? It has been a week now that I have been without service. I went to Walmart yesterday because I understand it is the only place that is third party to PM. I explained to the girl what was happening and she was clueless. She said nothing about the possibility of purchasing a voucher as a temporary solution (I wasn't aware it was even an option at the time). All she offered to do was to set me up with a new plan but said my phone number would have to be changed. Ugh. I said no thanks. Where online can I find a voucher to purchase? Is it a one time thing, kind of like a pay as you go deal? Thanks!

[JoyLuck]

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@Tonalita wrote:

Hi, I have no idea. Are you a moderator? Would you be able to help me? If I can't this r solved today, I am probably going to switch companies. I have been with public mobile for ten years but this is getting ridiculous. 

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Use this direct link to contact a moderator.

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

[Tonalita]

Hi, I have no idea. Are you a moderator? Would you be able to help me? If I can't this r solved today, I am probably going to switch companies. I have been with public mobile for ten years but this is getting ridiculous. 

[Tonalita]

Thanks  for your response. I still haven't heard back from  the modulator or whoever I was speaking with yesterday. If it was a person speaking, do these guys not run service on Saturdays? If I purchase a voucher, where will I find it ? Is it a one time purchase that will allow me access to my account again? I'd like to continue with the auto pay method if possible. Thanks!

[computergeek541]

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@Tonalita wrote:

Thanks, I appreciate it. But I am getting to a point of wanting to smash this device. I have messaged back and forth with a modulator several times now. It is still trying to verify who I am despite having provided my PIN number and answering the questions to the best of my ability such as 'how long have you been with Publuc Mobile'. Someone posted that I need to specifically ask to speak with a human. Is this true? Are these so called modulators robots too?? I'm lost. 

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Moderators are people. However, if you're not talking to a human, you're probably still talking to the automated chat program. The easiest way to reach a moderator is just to type "rep". While typing in things such as "human" might make people laugh, the way the chat program is set up actually makes it so that there's an extra step involved. to reach the moderators. Think of the SIMon chat window sort of like when you call into a different company's customer service (although you can't do that here). It can be frustrating and seen as a waste of time by customers. One of issues with Public Mobile insisting that customers use the SIMon chat window to contact a moderators is how it causes another problem with that they don't know what to do to get to the next step.

[computergeek541]

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@popping wrote:

@Tonalita 

Moderator on this community forum PM employee to support subscribers.

I don't know why moderator ask you so many question.

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That is strange. There is no need for a moderator to send a verification link if the SIMon chat form was used to open the ticket. Normally, when trying to open a ticket, you're asked for your self serve account information. However, since that's unavailable, the next step is the form ask for the cutsomer's account PIN. That is all that is needed for account verfiication.

[geopublic]

@Tonalita  Account verification is done to protect the account holder. If it would be easy then anybody would be able to do it and gain access to any account. As I mentioned in  my previous post best to purchase a voucher online to get your plan up and running again. Once that happens, it's possible that you never setup a selfserve account so click here to register your selfserve account.

Hope this helps!

[popping]

@Tonalita 

Moderator on this community forum PM employee to support subscribers.

I don't know why moderator ask you so many question.

[JoyLuck]

@Tonalita 

The moderators are Public Mobile employees. Hopefully you will have your account back tomorrow. As others have suggested you can download the TextNow app to message and make calls until then. If for some reason your situation takes longer to resolve you can always purchase vouchers at a retail store or online.

[Tonalita]

Thanks, I appreciate it. But I am getting to a point of wanting to smash this device. I have messaged back and forth with a modulator several times now. It is still trying to verify who I am despite having provided my PIN number and answering the questions to the best of my ability such as 'how long have you been with Publuc Mobile'. Someone posted that I need to specifically ask to speak with a human. Is this true? Are these so called modulators robots too?? I'm lost. 

[Tonalita]

Hi, thanks so much for your response. I find it absurd that I have to rely on the friendly tips from a community forum and still not get any further ahead when actually dealing with this ridiculous service. I have received three messages now from a modulator asking me to verify who I am. I have answered the questions to the best of my knowledge including giving an accurate PIN number, and still they trying to verify who I am as they are 'trying to protect my information'. Someone posted a comment saying that I need to specifically ask to speak to a human. Is it true that this modulator I have been messaging back and forth with is a robot??? What planet am I on?

[JoyLuck]

@Tonalita 

Once you regain access to your account and have updated your account with your new credit card, it is advisable to make a manual payment with your cc to ensure there is enough funds in you account as autopay sometimes fail.

[fdrcamb519]

@Tonalita 

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@Tonalita wrote:

Thank you. I had a feeling I wasn't talking to a human. I have received 3 messages so far from a modulator trying to verify that I am who I say I am. I still haven't gotten anywhere. I will try what you suggested. This is so frustrating. I never had a need to go online before. I was content with auto pay up until now and when I no longer had a choice to speak to someone in person either over the phone or in an actual store. This experience only serves to remind me why customer service is so important. I have been a customer for a very long time but I am losing patience very quickly.

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The Moderators will always get back to you, they are trying to solve this asap. I' m sure soon you will back in business.

[Tonalita]

Thank you. I had a feeling I wasn't talking to a human. I have received 3 messages so far from a modulator trying to verify that I am who I say I am. I still haven't gotten anywhere. I will try what you suggested. This is so frustrating. I never had a need to go online before. I was content with auto pay up until now and when I no longer had a choice to speak to someone in person either over the phone or in an actual store. This experience only serves to remind me why customer service is so important. I have been a customer for a very long time but I am losing patience very quickly.

[Naepalm]

@Tonalita give the mods a message immediatley and they can help you. 

You started you plan set up autopay and never looked at it again. Thats pretty interesting. But I suppose not that abnormal as I have heard that happen a couple times now. 

Once you are able to vet into your accoout either write your info down or use a password protection app. That way you willl never lose your passwords. 

Click the box in the bottom right to get ahold of the mods, ask to talk to a human, account specific qusatuon then ask to talk to a himan again. You will be asked to open a ticket click yes.