Hello

[Aimee_0804]

Locked out of my account and my auto pay stopped and only Can change with vocher

[darlicious]

@Aimee_0804 

Hello....welcome to the community! If all fails and you need customer support and Simple--Simon isn't co-operation follow this method of contacting a CSA this is very effective during CSA business hours.

Spoiler

Send a private message...   Contact the CSA's (formerly moderators) by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:  

1. Full name and address on pm account. ( Or province and postal code for newer accounts.)
2. Email, phone # and pin #.

If  you cannot remember your pin # include at least three ( if they apply)of the following:

1.  Date of birth (n/a on newer accounts.)
2. Last payment, date, amount, type and last 4 digits.
3. Alternate phone number if any.
4. Security question and answer.
5. Plan amount, any add ons or promos on account.
6. Last 4 digits of sim card.
7. Any rewards in your account.
8. Autopay y/n?
9. Account #.
10. Frequently called/texted phone numbers in the last 30 days.  

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the CSA's (formerly moderators.) Responding promptly will speed up service times.

 Do not post any of this info in the community only in your private messages when communicating or contacting the Moderator_Team.

  To send a private message to the CSA's (formerly moderators) click below
: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[esjliv]

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@Aimee_0804 wrote:

Locked out of my account and my auto pay stopped and only Can change with vocher

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You have up to 90 days to make a payment and, after doing so, your payment cycle will restart and your service will resume.

After 90 days of non-payment, your account will be permanently deactivated, which means you will:

1-Lose access to your phone number (and Self Serve account), any rewards or Available Funds balance that was in your account at time of suspension, and won’t be able to transfer the phone number to a new provider in the future.

2-Need a new Public Mobile SIM card if you decide to activate a new Public Mobile account.

If suspended within 90 days, and other suggestions are not working, here are the ways to contact CSA, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-a-moderator

[Anonymous]

 @Aimee_0804 : Is your card still valid? With room? Do you have your 4 digit PIN?

If not then go to recharge.com and buy enough voucher to cover your plan cost minus Available Funds and use 611 to redeem it.

[softech]

@Aimee_0804   PM support is all online but you can open ticket with them and they will reply you via messaging through Community inbox

in your case, you can try to use the Forgot Password link, enter the correct email address used and then answer the security question.

if you are unable to get through the email or security question , you will have to open  a ticket with PM CS Agent..  You can do so by opening a ticket via Chatbot.  

You can start by  typing: Forgot log in information, then  click "Cont act Us" and finally 
click "Click her to submit a ticket"... then follow the rest of the step

[Aimee_0804]

Is there anyone who we can speak to

[Anonymous]

 @Aimee_0804 : If your registered card is still valid and has credit room then you can use the 611 mentioned. That's where you need your 4 digit PIN. Vouchers through the 611 service don't need the PIN to redeem.

[JK8]

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@Aimee_0804 wrote:

Locked out of my account and my auto pay stopped and only Can change with vocher

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Can you call 611 from your phone to add voucher?

Do you know your pin?