Locked out of account and unable change auto payment card

[Zeva15]

My payment card changed and my auto could not process. I am unable to change to the new payment card. I’m now locked out of my account and the system does not recognize my email address when trying to do a password reset. How can I resolve these issues?

[popping]

@Zeva15 

Moderator support will take from a couple of hours to couple of date.

If your renewal date is tomorrow, you can buy a PM topup voucher from nearby Shell gas station to add fund to your account by calling 611 from your phone before midnight ET today.

[JoyLuck]

---

@Zeva15 wrote:

My payment card changed and my auto could not process. I am unable to change to the new payment card. I’m now locked out of my account and the system does not recognize my email address when trying to do a password reset. How can I resolve these issues?

---

While waiting for the moderators as per @kb_mv  try accessing or resetting your account after 1 hour. This time clear your browser cache/history/cookies. Close browser and open a new browser in incognito/private mode. 

[kb_mv · Accepted solution]

---

@Zeva15 wrote:

My payment card changed and my auto could not process. I am unable to change to the new payment card. I’m now locked out of my account and the system does not recognize my email address when trying to do a password reset. How can I resolve these issues?

---

@Zeva15 

You can contact the moderators one of 2 ways. Open a ticket through the automated ticketing system (SIMON) at the following link;

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

or you can contact them through direct messaging at the following link (note this way may take longer for a response);

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

In either case you should receive a reply within 48 hours though typically they are much faster. Watch the envelope icon top right for a reply.