Locked out of my own account - wrong password

[mmamoonir]

Hello, I forgot my password and entered the wrong one too many times. How do I reset this? This is alot more complicated than it should be? Can someone help me out? 

[mmamoonir]

My account has not been suspended. Its working fine, just need to adjust the plan. 

[esjliv]

@mmamoonir - note, if you have been in nonpay/suspended status for over 90 days, then you lost your Public Mobile account, phone number, and access to self serve.

[mmamoonir]

This happened last night and I've waited for hours to use Forgot Password to reset but the message I get is " Sorry, you've been locked out. Please contact Public Mobile for help." 

[softech]

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@mmamoonir wrote:

I have been locked out of my self-serve account. I need to reset my password but it says locked out. I just need someone to unlock me and let me answer my security question so I can reset my password. 

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@mmamoonir   PM Support is all online. 

Again, you can try to wait 60 mins and try again or use Forgot Password for self reset

If you need someone to unlock, please open ticket as advised above

[mmamoonir]

I have been locked out of my self-serve account. I need to reset my password but it says locked out. I just need someone to unlock me and let me answer my security question so I can reset my password. 

[esjliv]

@mmamoonir 

Have you ever created a self serve account before? If not you can register for one here with an email account and password of your choosing:

https://selfserve.publicmobile.ca/self-registration/

Otherwise, @softech has you covered for next steps.

[softech · Accepted solution]

@mmamoonir   have you try Forgot Password link to self reset it?  just wait a full hour till the account is unlocked.  Then you can use the Forgot Password link there  or https://selfserve.publicmobile.ca/forgot-password/

if you cannot reset it that way, open ticket with PM support and they will sort that out for you

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 "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or 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 icon on the top right) after the ticket is opened. CS Agent will reply you there