I got locked out of my account

[AlejandraRod]

Hi! 
can someone help me? I need to make a payment, my service was due and it got suspended. I wanted to make the payment but got locked out of my account . I have waited over three hours and when I tried it says to wait an hour more and so on! Thank you!!! 

[Spudster]

@AlejandraRod 

Try this:

1. wait 1 hour for lock to be removed
2. clear the browser cache and cookies
3. open an incognito tab or private tab
4. try again to log into your account

After the 1 hour, you could also try logging in to your account from a completely different browser from a different device.   This should also work.

[BeachNBeer · Accepted solution]

@AlejandraRod You could dial 611 from you're phone to make a payment or buy a voucher at corner store/gas station and add it via 611.

To get back into your account contact support.

Contact customer service agents. 

Open a ticket via: 

https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time) 

Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗" 

or send a private message to: 

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

and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

[NDesai]

@AlejandraRod Have you tried resetting your password? https://selfserve.publicmobile.ca/forgot-password/
You can get it reset by providing answer to security questions. 

If not, you will need to contact CS Agent and they can reset it for you. 
Here’s when and how to contact our Customer Support Agents:

• 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 our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.