Locked out of account

[ChaosPanic]

In trying to log in to update my credit card info (expiry change), I got locked out my account.  The password reset is not working.  Please help!

[AngeeDee]

I think my Visa card update did not go through due to power and wifi outages.

That of course is NOT PM fault, but I was frustrated trying to resolve the problem mostly because I could not speak to anyone and was locked out my account when trying to self serve .

Anyway, as of this morning , Public Mobile sorted everything out for me and I’ve got full use of my phone again. 

Thanks!

[Carld123]

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@AngeeDee wrote:

No. I’ve tried calling 611 and it connects but there are no prompts to fix this issue.

@AngeeDee.so..no service at all?was your plan up for renewal?did you have autopay enabled?..did you miss your payment date?...lots of questions...

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[AngeeDee]

No. I’ve tried calling 611 and it connects but there are no prompts to fix this issue.

[Carld123]

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@AngeeDee wrote:

I’m locked out too. Very frustrating not being able to talk to someone at PM after being with them for many years.

I bet I won’t have problem resolved and phone working before Christmas.

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@AngeeDee do you still have service?

[AngeeDee]

I’m locked out too. Very frustrating not being able to talk to someone at PM after being with them for many years.

I bet I won’t have problem resolved and phone working before Christmas.

[popping]

@ChaosPanic

The credit card update does not work.  Try delete the old record and add the same credit card with the new expiry date.  Good luck.

[ChaosPanic]

Thanks for all the information! 

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@RobertQc wrote:

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 In the meantime, if you need to renew or purchase your plan/add-on very quickly so that your plan does not expire, you can submit a payment through the Automated Service IVR (More information, please see the How Can I Pay For My Service? article).

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The problem we have with paying is we are on AutoPay and our CC expiry changed since the last payment; the automated system won't let us update it. 

[ChaosPanic]

Yes, too many tries did it in.  I have PM'd the @CS_Agent.  Thanks.

[popping]

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@ChaosPanic wrote:

In trying to log in to update my credit card info (expiry change), I got locked out my account.  The password reset is not working.  Please help!

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Did you tried too many times to login to your account and the system locked you out?

You may need to send a private message to moderator for help.  Moderator wait time is about 48 - 72 hours.

[RobertQc · Accepted solution]

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@ChaosPanic wrote:

In trying to log in to update my credit card info (expiry change), I got locked out my account.  The password reset is not working.  Please help!

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@ChaosPanicyou need to contact the moderator team Click this to send the moderator team a message and include your name, account number and phone number, pin number, date of birth, mailing address and they will get back to you asoon as they can between Monday-Friday 9am-9pm (EDT) and Satuday-Sunday 9AM-7:30PM (EDT)

Why is the Self-Serve password reset functionality not working?

There is a known issue that some Community members are unable to reset their password without the help of our Moderator Team.  

What do I do if I‘m unable to reset my password?

In order to fix this problem, please contact a moderator. From there, they’ll be able to reset the password.

There are couple of ways you can contact our Community Moderators:

1. Private Messaging: You can do this by searching for our unique Community Moderator’s profile avatar then, on the right-side of their profile, click on “Send this user a private message”

In the meantime, if you need to renew or purchase your plan/add-on very quickly so that your plan does not expire, you can submit a payment through the Automated Service IVR (More information, please see the How Can I Pay For My Service? article).