Lockout of account

[clee72]

Tried to log into my account using saved password on my phone and then was locked out. This was over 12 hours ago, tried again still locked out !!!

help I need to top up my account I am at 95% 

[BKNS27]

@clee72 

You have to watch when your phone auto fill password from your phone.

When ever I tried to login to #Telus for free wifi in the mall. It always auto fill the wrong password and locked out.

[dabr]

@Dunkman   Apparently you now have to wait 3 hours before being able to reset the password.   I know in the past I have successfully retried after waiting just 10 mins or so  instead of the official one hour wait time, but apparently that's no longer possible either.  Not sure why this was changed though.

[hTideGnow · Accepted solution]

Hi @clee72 the lock should be just 3 hours.  If it has been over 12 hours, open ticket with CS agent 

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

1. First type: "Forgot log in information"
2. Then Click "Contact Us"
3. Finally Click "Click here to submit a ticket"
   you will then direct to another page to open ticket.

Once ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):

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

[iliketotalk]

@clee72 hi you can dial*611 and top up on your phone with a voucher or cc on file 😀

[MrSpock]

@clee72 

hi if you forgot password  and or email  you can contact  a cs agent explain your problem  Click here or if you are having issues with Simon you can send private message to a CS Agent here:  https://bit.ly/2GGCJzH

[Dunkman]

@clee72 

If you locked out again, you can wait one hour and try to reset your password:

https://selfserve.publicmobile.ca/forgot-password/

If not working, you will need to customer service agent (CSA).

You will need to contact customer service agent (CSA):

https://www.publicmobile.ca/en/on/chatbot.  Type: I can't login.  Follow the prompts to submit ticket.  

CSA may ask a few questions to verify account ownership and then should be able to help you. Response times can take a few hours.  Check your private message inbox (envelope in upper right corner of website).  

If you need to purchase an add on and are signed up for autopay and know your PIN, you can dial 611 on your phone and purchase add on.  

https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352