Locked out

[Suriya]

I’ve been locked out of my account. I can’t log into my account, security question is not working. Bought a payment voucher and it is not working. 4 digit payment is not working. 

[esjliv]

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@Suriya wrote:

I’ve been locked out of my account. I can’t log into my account, security question is not working. Bought a payment voucher and it is not working. 4 digit payment is not working. 

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@Suriya  - are you currently in a nonpay/suspended status? If so, for how long?

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

1 - Lose access to your phone number (and Self Serve account), any rewards or Available Funds balance that was in your account at time of suspension, and won’t be able to transfer the phone number to a new provider in the future.

2 - Need a new Public Mobile SIM card if you decide to activate a new Public Mobile account.

Otherwise, contact Customer Support for help, if other suggestions are not working.

Methods to contact Customer Support found here: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[darlicious]

@Suriya 

To add to @Anonymous 's post....you can add it thru 611 but you only get two attempts before having to wait one full hour before trying again. Make sure you use the 12 digit PIN # from the voucher.

Where did you purchase it? We can help identify if the retailer is known to have delayed validity. Or you can check the voucher catalogue to see if a member has contributed info on the retailer voucher you purchased.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Voucher-Catalogue/m-p/479165#M343905

The following retailers all sell pm vouchers that are immediately valid upon purchase.....

1. London Drugs
2. Shell Stations
3. SDM
4. TMS
5. RCSS
6. 7/11
7. Circle K
8. Wal-Mart

Some pm vouchers take 24 hours to be valid. If you cannot wait that long and you can't add them after waiting the hour to try again then contact customer support to check the vouchers validity add at it to your account balance for you.

To contact customer support click below:

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

To pre-verify your account include your full name, address, phone #, email  and 4 digit account #.

[Jb456]

@Suriya  Also for your 4 digit pin. If you have an android phone and it's the original phone you signed up with you may be able to retrieve the 4 digit pin via sim card messages.

Open text app. Click 3 dots either top, middle or bottom right. Click settings, click advanced the click sim card messages. The pin might be there.

[Jb456 · Accepted solution]

@Suriya  Try calling 611 from your phone to add the voucher. Then contact support to get back into your account.

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.

[Yummy]

For account issues please contact agent: Send a private message to the CSA by clicking https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Anonymous]

Depending on where you bought the voucher, you can use the 611 service to redeem it right away. No 4 digit PIN required. Make sure you use the right 12 digit numbers if you have more than one. Usually identified as PIN#. Some voucher vendors seem to have a delay.