Locked out of account

[claimsgirl]

Message read, " Sorry you have been locked out, please contact Public Mobile for help"

This is the message my husband received in trying to log into his account.

He needs to go into his account urgently. Please help!!

Thanks

[Anonymous]

@kylescratch1952 

for Verify Your Identity visit  Here link, for more information,

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

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

 and them will reset password for you,

Here’s How To Contact Customer Support Agent by CS_Agent,

Spoiler

• 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.

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
• your account number, 
• your phone number,
• your account 4 digit pin,>> you will say forgetting and they will Reset for you,
• your 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
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck..

[softech]

@kylescratch1952   Yes, open a ticket with PM and they can sort it out.  Use the Chatbot method and PM will reply quicker. 

[kylescratch1952]

i did use use "forgot your password" link and  that doesn't work. I also am told that i'll get email and i never receive the email. 

[softech]

@kylescratch1952   So, you have gone through Forgot Password and even passed through the Security Question  and just not receiving the password reset email?  If that is the case, that would mean you have the correct email address.  Did you check your Spam folder?

If still not getting anything , open a ticket with PM Customer Support Agent and they can assist.

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

[kylescratch1952]

i've been locked out of my account for 3 weeks. i want to change my password also but when i go to that it says you'll receive a email to change your password i never have yet received the email.  Very frustrating. 

[esjliv]

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@claimsgirl wrote:

Message read, " Sorry you have been locked out, please contact Public Mobile for help"

This is the message my husband received in trying to log into his account.

He needs to go into his account urgently. Please help!!

Thanks

---

@claimsgirl 

Is his account in Suspended status?

What does it say when calling 611 from his device?

You have up to 90 days to make a payment and, after doing so, your payment cycle will restart and your service will resume.

After 90 days of non-payment, your account will be permanently deactivated, which means you will:

1-Lose access to your phone number (and Self Serve account), any rewards or Available Funds balance that was in your account at time of suspension, and won’t be able to transfer the phone number to a new provider in the future.

2-Need a new Public Mobile SIM card if you decide to activate a new Public Mobile account.

IF within 90 days, than following other's suggestions.

[JK8]

@claimsgirl 

The account will unlock in about an hour. You can then try again, but maybe this time use the Forgot your password link.

[softech]

@claimsgirl   if the urgent issue is regarding payment, you can try using *611 for paying, but that requires PIN number

Oher way of payment, voucher or retail top-up. 

[Lidzzzz]

You can contact the Moderator Team. You'll have to 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 the Moderator Team. Click HERE to get started.

or 

• send a private message to Moderator Team by Click HERE. 

Though you'll need to be logged into your Community account for either method to work.

Good luck

[dabr · Accepted solution]

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@claimsgirl wrote:

Message read, " Sorry you have been locked out, please contact Public Mobile for help"

This is the message my husband received in trying to log into his account.

He needs to go into his account urgently. Please help!!

Thanks

---

@claimsgirl    If your husband needs to pay, he can do that by dialing 611 and either using the registered payment card on account, however, he requires his 4 digit PIN, or purchase a voucher from gas/convenience store or recharge.com.

If the password reset (for account login) doesn't work then submit a ticket to customer support via chatbot bubble bottom right of screen, or send a private message to CS_Agent here:  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

and ask for password reset.