My account is locked

[hyenaLee]

Hi, I really need your help. 

I forgot my password in my account, I try to answer my security questions but, I didn't get solutions. And I also have to cancel my plan, because, I'll leave Canada for 3months. And after 3months, can I start my plan? 

[gblackma]

Once you are back into your account. @hyenaLee on next renewal temporarily switch your plan down to the lowest plan $15. If its not already that. See article https://www.publicmobile.ca/en/on/get-help/articles/change-your-plan

Deposit $15 into your self service account.  Suspend the plan by placing it on lost/ stolen. See article. https://www.publicmobile.ca/en/on/get-help/articles/lost-or-stolen-phone . An account closure date now appears. I would recommend reactivating the account 5 days before the date. 

To reactivate your account. First take it off of lost / stolen.  Then

1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and  amount due.
3. Select the reactivate account button.
4. Restart your phone.

Please note all the plans mentioned requires yo to have access to your self service account. 

If you aren't sure about access Go down to the $15 plan on next renewal, deposit $15 by usimg the one time payment option, remove the credit card, you now have approximately 120 days to take your phone off of suspension. Enjoy your trip. Stay safe.  

[Staliger]

@hyenaLee If you couldn't reset your password, as was mentioned, there are 2 options: contact moderators through clicking on ? on bottom right of the page and following directions OR directly through the private message here  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Ask them for a temporary password.

[Anonymous]

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@fdrcamb519 wrote:

@Anonymous 

Why, is there a rule, not bravo a initial question, we should not bravo.an initial question.?????????? why shouldn't we

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Because it's an utterly pointless act. No there's no rule. Do you really honestly believe deep in your heart that it would be a reasonable rational thing to do? Yay! Good for you! You managed to make a post! Aren't you clever.

Seriously!?

[Anonymous]

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@hyenaLee wrote:

Hi, I really need your help. 

I forgot my password in my account, I try to answer my security questions but, I didn't get solutions. And I also have to cancel my plan, because, I'll leave Canada for 3months. And after 3months, can I start my plan? 

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If you have autopay enabled then you could use the 611 service to toggle it off. But you'll need the 4 digit PIN you created at activation. It would be preferable to remove the payment card too but that has to be done in the self-serve.

If you don't pay for the account then the account suspends. It can stay in suspension for 90 days to allow you to re-start it. If you leave it for more than that then the account closes and you lose it all and would have start again fresh with a new SIM and a different unique email address.

If you have sufficient funds to cover your plan cost in your Available Funds then you would have to self-suspend. But that also has to be done in the self-serve.

[fdrcamb519]

@Anonymous 

Why, is there a rule, not bravo a initial question, we should not bravo.an initial question.?????????? why shouldn't we

[Anonymous]

 @fdrcamb519 : why would you bravo an initial question? That they managed to figure out how to make a thread and ask a question for their first post maybe?

[gpixel]

@hyenaLee no, it has to be before 3 months. just make sure to reactivate it at least 1 week ahead of 90 days just to make sure you don't run into any problems reactivating

[computergeek541 · Accepted solution]

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@hyenaLee wrote:

Hi, I really need your help. 

I forgot my password in my account, I try to answer my security questions but, I didn't get solutions. And I also have to cancel my plan, because, I'll leave Canada for 3months. And after 3months, can I start my plan? 

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Please go to https://publicmobile.ca.ada.support/chat . The most efficient and customer friendly way to open a ticket is to type in "rep". It will then allow you to submit a ticket without needing to try to figure out how to use the chat program. Be sure to select the correct categories for password reset when it comes to the options presented.

At any given time, please ensure that your account has not been suspended for 90 days for non-payment. If that happens, your account will get closed.