Locked out of my account

[sherrystreeton]

My cell won't call out or receive calls. I tried logging into my account and it

came up as locked out? What do I do?

[hTideGnow]

HI @sherrystreeton   

One of the suggestions above is to change the setting to 3G Only, did you try that?  That would be an useful fix

For login to My Account, try to open ticket with PM CS Agent if you have not done yet:

Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

1. Start by typing: "Forgot log in information"
2.   Then C lick "Contact Us"
3. Finally   Click "Click here to submit a ticket"
   
   you will then direct to another page to open ticket.

Once ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):

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

[sherrystreeton]

I tried a few of the options above. My daughter also updated my iphone to the latest version. This morning my cell phone worked for one call. I tested it by calling my home line from my cell, it worked. Then it stopped again! So frustrating. I still can't log into my account either.......

I am grateful for the suggestions, I'm not to tech literal to figure this out 😞  

[BKNS27]

@sherrystreeton 

First check if there are any Telus outage in your area:

https://istheservicedowncanada.com/status/telus/map 

As for being locked out, it is because you tried entering with the wrong password so try again in 1 hour but clear your cache, cookies and go into incognito on your browser.

[JL9]

FIll us in with some more details and we can point you in the right direction.

[esjliv]

@sherrystreeton  - are you a new or existing customer?

Try one or more of the below:

*turn restarting your phone

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*perform a reset network settings on your device

*try your SIM card into another compatible phone for a few days to see if the issues are the same...this could rule out a device issue/setting.

*manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) for dropping or unable to make incoming/outgoing calls

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

If you have too many failed attempts in accessing your account, you may have temporarily locked your account.

Wait 15+ minutes then try it again, but this time try opening it through a tab in incognito mode.

If having difficulty with your password, try the reset function here: https://selfserve.publicmobile.ca/forgot-password/

If still issues, ask CSA for help. Two ways to contact CSA:

1- Put in a ticket through SIMon Bot (usually faster method to get in contact with the Public Mobile Customer Support agents=CSA) by clicking here:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html 

OR
2- Private message CSA here (slower method) by clicking here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Can you call 611 from your device to check the status of your account with Public Mobile?

[hairbag1]

---

@sherrystreeton wrote:

My cell won't call out or receive calls. I tried logging into my account and it

came up as locked out? What do I do?

---

When did your last regular plan expire ? If it was 90 days or longer...your account and number is now gone.

You'd need to get a new sim to start a new account.