Locked out of account

[Rollie99]

My friends account is no longer accessible. When we tried to reset her password it says her account doesn't exist. She only has one email and it worked fine for two years.

[Phil_Adelphus · Accepted solution]

@Rollie99  Probably best to contact customer service, send a private message using this link, then monitor your community inbox for a reply.  The agent will probably need some info to verify the account. 

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

You should see a red notification on the envelope icon top right when the customer service agent replies, or if no envelope click on your avatar and select "Messages"

[Rollie99]

Her phone works fine. She's signed up for auto pay but we can't log into her account or refresh her password since it doesn't recognize her email.

[Rollie99]

She's signed up for auto pay. Her phone works fine, but we log into her account or reset the password.

[Phil_Adelphus]

@Rollie99   Does her phone still work?

[hairbag1]

@Rollie99 

how long has it been since the friend last renewed her account ? If it's been Suspended for 90 days or more...it's been deactivated and she'll need a new sim to start a new account now. Try dialing 611 with her cell and let us know what you hear.