I have been locked out of my self serve account

[Huangwy3]

Hi, I have been locked out of my self serve account. Would like to regain access and change my password.

thank you

[Anonymous]

 @alexiawilliams : You need to reply that in a text message to 4911. Or you'll need to ask the CSA's.

[alexiawilliams]

Yes

[Anonymous]

@Huangwy3 

close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

and try Forgot your password visit Here link, and enter your email address,

check your email spam,

or you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice Service Team they will help you 100%.

and them will reset for you,

Here’s How To Contact Customer Support Agent by Submit a Ticket,

• 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 Customer Support Agent by CS_Agent, Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck...

[esjliv]

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@Huangwy3 wrote:

Hi, I have been locked out of my self serve account. Would like to regain access and change my password.

thank you

---

@Huangwy3  - you likely locked yourself out with too many failed attempts.

Wait 15 minutes then try again.

When you do try again open a tab in incognito mode, then do it that way. If you do not remember your password, use the Forgot your password option: https://selfserve.publicmobile.ca/forgot-password/

Remember to check your spam folder for any emails.

If this still fails contact CSA, as per methods provided by @BeachNBeer .

[BeachNBeer · Accepted solution]

@Huangwy3 

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.