Locked out of account

[alyssa_cole6]

My mother and brother has been locked out of their account and cannot gain access to anything. They need to update their payment method in the next 3 days but cannot get into their account even after changing their passwords. What do we do next?

[AlienRenders]

Started moving to another service provider. That's 3 people so far. More likely to follow soon. I don't understand the business model of not allowing a mechanism for fixing people's access to their account. They're literally forcing people to leave. They have no choice. Saw lots of threads of people who can't access their accounts.

Luckily, found some much cheaper deals. So in the end, it should be for the best.

[RavingRaven]

@alyssa_cole6 

This is an eversafe problem with not recognizing the email to the account. It May or may not be able to be resolved in a timely manner.

For peace of mind and retain active service pay using a Public Mobile payment voucher that can be added via 611 from the customer's phone or by dialing 1 855 4PUBLIC and entering the 10 digit phone #. Voucher payments do not require the 4 digit account PIN#.

Public Mobile vouchers that are immediately valid upon purchase and load able onto the account can be purchased at the following retailers:

• SDM (Shoppers Drug Mart/Pharmapix) -ask the cashier $20 and $40 vouchers only
• Circle K
• 7/11
• Shell Stations (Airmiles eligible)
• Esso/Mobil stations*
• London Drugs

*Mobil stations and Canadian Tire gas bars offer instant top ups (RTR) for a $1 fee. Ask the clerk for a Public Mobile top up and supply your 10 digit phone  #.

Public Mobile vouchers sent to your email or instant top up payments (choose "Public Mobile-RTR") can be purchased online at muskbird.com. Credit card and PayPal payments incur a 10% service fee ($1/$10voucher/top up amount) but e-transfer payments incur a mere 0.03% service fee ($0.03/$10).

After setting up your account turnaround times are about 5 minutes for vouchers to be sent to your email and a few seconds for instant tops to be added to your account.

Suspended accounts are automatically reactivated with instant top ups as long as they equal or exceed the plan amount and the account is not suspended via lost/stolen.

Once a payment is added to keep the accounts service active your family can work with support agents to gain access to the accounts. Good Luck!

Edit: @alyssa_cole6 

Also read this thread as this solution may work for you. Note the other user in the thread that details how it worked for them as well.🤞

https://productioncommunity.publicmobile.ca/t5/Get-Support/Re-Troubleshooting-Login-Issues-OTP-2FA-E...

[slusagm]

the new account is for Community only.  Just logout your account now, go back to Community front page ( https://productioncommunity.publicmobile.ca/ ) and use another email to create a new Community account

If you don't have another email, create a new Gmail one, free

[AlienRenders]

Gonna file a CCTS complaint because my brother can't change his payment method or cancel his service. This is beyond silly at this point.

[AlienRenders]

It's impossible to create another account. The email is already used and besides, it just sends you to the same login system that doesn't work.

[slusagm]

it is normal, one person , using one community account cannot open ticket for 2 accounts

if the account cannot login, just create a new community account and use that to send the message.  Use this link to send:

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

[AlienRenders]

This was the most recent reply on my ticket. This person needs to be fired immediately.

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Thank you for replying

As mentioned, the only way to help is if we receive a separate message or ticket from the the other account. The other person can send a message, just like you did from your account

If there's an error, he needs to try a clear cookies / cache in the settings of the browser / app, or try from a different browser / device.

Thank you, Alex

[alyssa_cole6]

We were also told they have to login with the same email but we can't because everytime it says "user is locked out"

[AlienRenders]

I was again told that my brother has to log in himself and create a ticket about him not being able to log in. I'm not making this up.

This is a quote from the ticket:

"This means that the only way to help is if we receive a separate message or ticket from the the other account."

HE CAN'T LOG IN BECAUSE ALL HE SEES A BIG LEAF ON AN EMPTY SCREEN!!!

How is he supposed to log in when that's the problem.

[hTideGnow]

hi @AlienRenders I certainly believe and understand your situation.  While some issues are due to cache, some like yours are more resulted from PM systrm glitch.  If you have submitted ticket, likely issue will be resolved tonight or tomorrow.  Please update us 

[AlienRenders]

My brother has the same problem. It's not a cache issue. He can't log into either the web site or the app. I created a ticket and they told me he should log in and create a ticket himself. I can't make this stuff up.

[Chalupa_Batman]

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@alyssa_cole6 wrote:

My mother and brother has been locked out of their account and cannot gain access to anything. They need to update their payment method in the next 3 days but cannot get into their account even after changing their passwords. What do we do next?

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Hello @alyssa_cole6 

Sounds like you may be having cache issues. Meaning if you go into your browser settings, find the cache settings and clear them. Then restart your browser. That SHOULD work. If you're still having issues, you can reach out to a CS Agent to reset everything.

To submit a ticket with CS Agent using this Chatbot link

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

Type Customer Service and follow the prompts. If you are having any issues, here is a direct link by sending a private message

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

[hTideGnow]

hi @alyssa_cole6 please try login using Incognito/private/secret mode on the browser 

if that does not work, wait anithr 24 hours and try again

or if you need to pay first, buy a voucher from Shoppers drug Mart and load it onto the account using *611