Getting moderator help

[Mom0f3]

Kids phones frozen. Looking for real life person to help. Unable to log in. 

[BlueB]

@Mom0f3 

Great to hear!  FYI - there are actually 3 types of accounts here 🙂

1. My Account self-service for the actual phone service
2. Community account for interaction/help
3. Store account for if you buy a phone from Public Mobile

[Mom0f3]

Have it all sorted out. Thankful for comments. I had to create a community account to be able to get moderator support. 

[chainsawcowboy]

@Mom0f3 

I needed some account clarification from the moderators this week. They replied in about an hour. It was quick and painless.

[BlueB · Accepted solution]

@Mom0f3 

Some good suggestions here... if it's a phone device issue - there's been a few suggestions here (and clarifying questions) on things you can try or provide more information on for us to help.

Just to clarify...

We're users, just like you, as part of the Community helping each other.  Public Mobile keeps their plans cheap by offering virtual/online support only, through messages in this Community.  More often than not, we can help each other out and help with issues.

If it truly is account specific that only staff would have access to, then you can reach out to a Moderator (staff) as others have mentioned.  The best way is to go through the SIMon chatbot (lower-right corner, chat bubble) and open a ticket.  You can also message them here if "My Account" access is the actual problem, but they'll need to authenticate you separately.

Otherwise, let us know if any of these suggestions has helped you with your "frozen phone" issue or if you have more details!  🙂

[darlicious]

@Mom0f3 

That sounds like my tablet 3 or 4 times a day ( It's a battery issue.) Try a hard reset. Hold the power and volume down button until the phone powers off. If it does not reboot on its own then hold the power button down until you see the phone manufacturer logo appear and release. The phone should reboot back up.

Then go to your settings and perform device maintenance to get rid of unnecessary files, close apps running in the background etc.....Go to the apps setting and clear the cache of each app and turn off any background data ( either there or under data usage.) Regularily close tabs or windows after use and reboot the phone and perform device maintenance at least once a week.

[softech]

@Mom0f3  phone frozen  ?  Unable to login ?  is that for My Account?

For phone frozen, can  you reboot it?  If not, let us know and maybe we can share the way to Hard reboot it.

For Unable to login, you forgot the username or password?

[popping]

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@Mom0f3 wrote:

Kids phones frozen. Looking for real life person to help. Unable to log in. 

---

1.  Reset your password using the "Forgot your password?" link.  You need the answer to your security question to reset your password.

2.  If you do not remember the security answer, you need to create a support ticket to get moderator help using the Chat bubble at the bottom right hand side of this page.  Since you cannot use the login to verify that you are the owner of your account during ticket creation, you need to use your PIN # supplied by you during activation.

If you forgot your PIN#, provide any 3 of the following:
- Complete mailing address,
- Email address,
- Alternate phone number,
- Date of birth,
- Last top up date & amount

BTW, moderator term are PM employees.  Moderator is the real life person you will get for help with your issue.

[LurganIeUk]

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@Mom0f3 wrote:

Kids phones frozen.

Ok. Can happen. Restart it or turn it off and then back on. 

Looking for real life person to help.

Won't happen...to speak to that is. But can email.  What is your issue? The Community can help first and will guide you accordingly and to a MOD if necessary. 

Unable to log in. 

From? Kids phone? Or?

And what prevents you from logging on? Forgot email or password or??

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Regards, Father of 3 + 8

[Anonymous]

 @Mom0f3 : What do you mean "frozen"?

Try the SIM in another phone to identify whether it's a service issue or a phone issue.

[Anonymous]

you can try it for a different Browser
and clear cache and cookies for any Browser

and do you remember your Email and password,

if you don't remember your password and Email,

Only one way to solve your issue , explanation to customer service by Moderator Team

and the are nice service Team the will help you 100%.

you have to Submit a ticket to customer service by Moderator Team,

Here’s how to contact customer service by Moderator Team,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click HERE to get started.
• or you can send a private message to Moderator Team  by Click HERE. 
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number,
  
• your phone number,
• Complete mailing address,
• Date of birth,
• your account 4 digit pin,
• explanation to them nice Team and nice service.

      Good Luck

[Triguy]

Try turning off the phone.  Did you try the forgot password link.  Also try clearing your cache and cookies.

Here’s when and how to contact the Moderator Team:

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
• Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.