Locked out

[Karkoon]

I've been locked out of my account all day and I can't get in even though I have the right password!! I'm so frustrated I want to cancel my account!!!!  

My account show I've used 4 times the amount of data in one day that I usually don't use in a month......I'm frustrated and not getting anywhere on this site!!

[BeachNBeer]

@Karkoon  You'll need to open a ticket for support.

Contact customer service agents. 

Open a ticket via: 

https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time) 

Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗" 

or send a private message to: 

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

and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

[Karkoon]

I tried all day and I won't even let me reset my password!

[Anonymous]

@Karkoon 

also if you are worry about data you can save it go to turn off background data, to save your data.

for more information about Managing Your Data Usage visit  Here link to save your data...

when your data limit used all, is will be off until next renewal cycle,

at public mobile 30 day Prepaid Service No fees extra charges,

[Anonymous]

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@Karkoon wrote:

I'm so frustrated I want to cancel my account!!

---

@Karkoon 

you want to cancel your account but before to do that be careful if you want your number to Transfer to another carrier and you have your account with public mobile be Active,

Make sure the old SIM card in your phone when you're Transfer your number. You should get a SMS message from your old carrier asking to confirm if you would like to Transfer your number. Your reply should be: YES.

The confirmation message can take a few minutes to come in. You have 90 minutes from the time of request.

and when you Transfer to another carrier and you do reply: YES, your account with public mobile is will be closed immediately.

but if you don't want your number you can removed your Autopay..

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

• Lose access to your phone number, and won’t be able to transfer it to a new provider in the future.
• Need a new Public Mobile SIM card if you decide to activate a new Public Mobile account.

[HALIMACS]

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@Karkoon wrote:

I've been locked out of my account all day and I can't get in even though I have the right password!! I'm so frustrated I want to cancel my account!!!!  

My account show I've used 4 times the amount of data in one day that I usually don't use in a month......I'm frustrated and not getting anywhere on this site!!

---

@Karkoon 

That sounds very frustrating.

How can your account show that you've used 4 times the amount of data if you haven't been able to access your account?

Try:

• clearing your cache and cookies
• open an incognito tab
• trying again
• failing the above, try logging in again from a completely different browser, preferably from a different device

Regarding the data, the amount displaying under your "My Data and Add-ons" is correct and pretty well up to date almost immediately.   If you feel it is incorrect, make sure to access your device data settings to ensure it's ONLY used when needed.  Make sure all background data is set to "OFF".  Also, make sure data isn't enabled to be utilized when in a poor wi-fi zone - some devices refer to this as Data Assist.

[esjliv · Accepted solution]

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@Karkoon wrote:

I've been locked out of my account all day and I can't get in even though I have the right password!! I'm so frustrated I want to cancel my account!!!!  

My account show I've used 4 times the amount of data in one day that I usually don't use in a month......I'm frustrated and not getting anywhere on this site!!

---

@Karkoon  - you may have temporarily locked your account.

Wait 15 minutes to 1/2 hour, then try to log in again through a tab in incognito mode, or a totally separate device.

Where are you seeing that you used up 4 times the amount of data in one day??

Are you receiving a TEXT from Public Mobile ?

OR, is your phone data limiter on that can be set to warn you at certain data levels usages?

If this is a TEXT from Public Mobile, it would be best to see your Overview data usage to ensure this is correct; sometimes erroneous text message about data usages can be sent via Public Mobile unfortunately. 

So, if troubleshooting to log into your Self Serve account is not working, then as CSA for assistance.

If this is your phone telling you warnings, check the data notification settings on your device.

[Dunkman]

@Karkoon 

If you try multiple times the wrong password, your account gets locked out for about one hour.  Afterwards, you can try again or reset your password.  

If that does not work, you will need to contact customer service agent as described above.  

[Anonymous]

@Karkoon 

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

or try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

how to update your Browser visit Here link, 

and Restart your computer, is will help a lot,

and if you use a home internet take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

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

check your email spam,

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

and them will reset for you,

Here’s How To Contact Customer Support Agent by 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 Customer Support Agent by CS_Agent, Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• 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
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck....