07-13-2016 03:10 PM - edited 01-04-2022 12:56 PM
Password not accepted and password reset doesn't work: "Sorry, you've been locked out. Please contact Public Mobile for help."
Solved! Go to Solution.
10-23-2020 10:15 PM
@petwalrus wrote:I am unable to reset my password - please help! 🙂
Please open a ticket by going to https://publicmobile.ca/chatbot
From there, you can type something such as "forgot my security answer".
10-23-2020 02:15 PM
I am unable to reset my password - please help! 🙂
10-15-2020 01:56 PM
@lgcr wrote:I have been locked out of my account and it only tells me to contact Public Mobile. Please help. Thanks.
Here’s how to contact the Moderator Team (Public Mobile representative) for assistance:
10-15-2020 01:55 PM
I have been locked out of my account and it only tells me to contact Public Mobile. Please help. Thanks.
08-04-2020 09:04 PM
@kaylalowe8867 wrote:can you please reset mine i don't have access to that email anymore and i forgot my password
If you can't reset your password, you will need to contact moderator also.
To contact moderator via 2 methods:
Click on the question mark on the right lower corner of website to start ticketing process to contact moderator. Type: Contact moderator. Follow the prompts to submit ticket.
or
2 Send a private message to moderator through the following link :
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
08-04-2020 08:59 PM
can you please reset mine i don't have access to that email anymore and i forgot my password
05-25-2020 10:10 PM - edited 05-25-2020 10:17 PM
Wait one hour and then choose the Forgot your password link. Have you tried dialing 611?
If you continue to have problems contact a moderator by choosing the ? in the lower right hand corner and following the prompts or use this link:
https://www.publicmobile.ca/en/bc/get-help/articles/contact-a-moderator
05-25-2020 10:08 PM - edited 05-25-2020 10:27 PM
05-25-2020 10:06 PM - last edited on 05-25-2020 10:29 PM by Alice_U
Hi please unlock my account as soon as possible.Its says locked out .URGENT1 (647) *******/ ******@hotmail.com
04-20-2020 01:21 PM - edited 04-20-2020 01:22 PM
@00Babee00 wrote:Please help me I got locked out of my serve account about one month ago and can't get anyone on the phone
Have you tried the forgotten password link? If you still have problems contact a moderator:
Please use the chatbot SIMon to help you solve your issue. If SIMon cannot solve your issue then you have the option to contact a moderator.
Step 1: Choose the ? button at the right bottom corner of this page or choose “Get Help” at the top of the page and then choose the “Chat with SIMon” button.
Step 2: Tell SIMon what the issue is and see if he can find a solution for you.
Step 3: If Simon cannot find a solution then type in “moderator” to connect to a Public Mobile customer service representative.
Step 4: Simon will present you with two choices. Choose “Account-specific question”
Step 5 Then choose “No, I want a human”
Step 6 Create your ticket
Check the sent folder to make sure your ticket was sent (envelope icon, top right) and the inbox for a reply from the moderators.
“To ensure the safety of our team members during the COVID-19 pandemic, our Moderator team is working at reduced levels. During this time, you may experience longer than normal wait times when contacting our Moderator team for help.”
Moderators are available:
Monday to Friday from 8 AM to midnight Eastern time.
Saturday and Sunday from 8 AM to 10 PM Eastern time
04-20-2020 01:18 PM
Please help me I got locked out of my serve account about one month ago and can't get anyone on the phone
12-26-2019 06:00 PM
@DitchDaisyThe moderator team is reaching out to you in the community. That means wait times are short right now. Get in touch with them via the link supplied and get account sorted out once and for all.
@CS_Agent wrote:Hello!
For any problem regarding your account, please access Public Mobile website to create a ticket using our virtual assistant SIMon to get in touch with a moderator.
https://www.publicmobile.ca/en/on/get-help
Have a wonderful day! 🙂
12-26-2019 05:46 PM
Hello!
For any problem regarding your account, please access Public Mobile website to create a ticket using our virtual assistant SIMon to get in touch with a moderator.
https://www.publicmobile.ca/en/on/get-help
Have a wonderful day! 🙂
12-26-2019 05:11 PM
I cannot log in to my account - ever - since initially set up. Each time I try to reset the password, I am told an email is being sent to me, but it never arrives. If I attempt to register, I receive a message that my number has already been registered. Just a circle of frustration each month in an effort to pay, which eventually involves driving to a convenience store to top up. How do I get this resolved?!
12-23-2019 09:36 PM
Locked out of my account trying to get in to unlock phone for new sim card
11-16-2019 05:53 PM - edited 11-16-2019 05:55 PM
@yulia wrote:I am using LG LM-X210MA
It works with PM, as I tried it with my sister PM SIM, it worked just fine. I bought a new SIM card for myself today in WM, and register it on-line. It did not work. Please help!
Were any settings changed like the network type? If not, it sounds like you need a moderator's help.
11-16-2019 04:52 PM
I am using LG LM-X210MA
It works with PM, as I tried it with my sister PM SIM, it worked just fine. I bought a new SIM card for myself today in WM, and register it on-line. It did not work. Please help!
11-16-2019 04:02 PM
@yulia wrote:I activated new SIM and created new on-line account. SIM activation went through and I paid for the servcie by vaucher which I purchased. But when I inserted SIM into the phone, there is no service. In addition, I cannot logon with my user name/pwd into my account as it gives me an error.
Which error messages does the self serve account give? Wait one hour before trying again. If it still doesn't let you in, try the forgot password option.
If that doesn't work, go to https://publicmobile.ca.ada.support/chat/ and type in "rep". When you tell it that you can't get into self serve, it will ask for your account PIN to verifty your identity.
As for phone service not working, it's possible that your account never activated properly. However, I would stil check the compatibility factor of your phone. Which phone model is it? Either way, since you can't get into your self serve account, opening a ticket will likely be necessary either way.
11-16-2019 03:53 PM
I activated new SIM and created new on-line account. SIM activation went through and I paid for the servcie by vaucher which I purchased. But when I inserted SIM into the phone, there is no service. In addition, I cannot logon with my user name/pwd into my account as it gives me an error.
11-11-2019 06:44 PM - edited 11-11-2019 06:45 PM
@mpersaud wrote:ive been locked out of my account too
Try again in an hour. Clear you cache files and try a different web browser.
While waiting for the hour...read through the previous suggestions.
11-11-2019 06:42 PM
ive been locked out of my account too
09-17-2019 02:28 PM
@spasemunke wrote:Hi. I'm also locked out. Please help
You should read through some of the suggestions mentioned earlier in this thread to see if anything will help. If nothing helps contact Moderator_Team via SIMon ? mark bubble bottom right of the screen to submit a ticket. It's suggested to type in 'get ticket' and ' contact us' to get your ticket started.
09-17-2019 12:55 PM
Hi. I'm also locked out. Please help
09-04-2019 05:04 PM
Yes I have tried, I will contact the moderator! Thank you!
09-02-2019 09:22 PM
@stevenca wrote:credit card on file used for auto renew has to be changed. so that option is out.
Get a voucher online: ding.com, recharge.com, https://www.muskbird.com/public-mobile-instant-top-up/.
09-02-2019 09:18 PM
credit card on file used for auto renew has to be changed. so that option is out.
09-02-2019 09:17 PM
@stevenca wrote:locked out my account. says 1 hour but i dont want to wait an hour as i have no service currently and need to pay my fee to be able to talk on my phone again. please contact me
If you have a valid payment card on file you can use the 611 service. You can also buy vouchers in stores or online and also use the 611 service.
09-02-2019 09:13 PM
locked out my account. says 1 hour but i dont want to wait an hour as i have no service currently and need to pay my fee to be able to talk on my phone again. please contact me
09-02-2019 07:55 PM
Hello,
Can you do the same for me?
I send a message to moderators but don't know how long the wait is.
Thanks
@Shazia_K wrote:Hello @say,
I'm sorry to hear that you have been locked out from your account.
I will be glad to help you recover your self-serve access, would you mind sending me your Public Mobile phone number via private message?
Thanks,
Shazia
Not sure how to send me or see private messages? Click here
09-02-2019 07:54 PM
Hello,
Can you do the same for me?
Thanks
-Seb