Locked out

[brihallworth]

I'm unable to log into my self serve or reset my password, it keeps saying I'm locked out and need to contact help. Unsure of what to do because I can't make a payment if I don't log in. Thanks!

[esjliv]

@brihallworth  - when was the last time you had active services?

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.

Otherwise, see other posts.

[computergeek541]

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@brihallworth wrote:

I'm unable to log into my self serve or reset my password, it keeps saying I'm locked out and need to contact help. Unsure of what to do because I can't make a payment if I don't log in. Thanks!

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Some lockouts are removed after a preset amount of time of 3 hours. You can try again after that amount of time.  However, there are some lockouts that do reset automatically, although I'm unsure of the criteria for those.

[RossN · Accepted solution]

@brihallworth 

hi it resets in an hour if you can’t get in contact a cs agent

1. you can open a ticket through Simon here https://publicmobile.ca/chatbot.

type  request  help with email and  password 

2. alternatively you can private message them here

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

check your community envelope for a rep

[dabr]

@brihallworth   You can make a payment by dialing 611 on your phone and either by adding a voucher or with your registered CC if you know your 4 digit PIN.

For password reset you need to submit a ticket via chatbot here:  https://www.publicmobile.ca/en/on/get-help