My login is disabled

[tbains95]

Yesterday I noticed I had no service anywhere so I went to login to my account to see what the issue was and everytime I try to login it says “login disabled”. Has anyone else had this problem, I have no idea what to do. I can’t call, text, and have no data. I just paid my bill like a week ago so it’s not because my plan is expired.

[softech · Accepted solution]

@tbains95 open ticket via direct message:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there

[tbains95]

I’ve been a customer for about 4 years and never had an issue before. My password is saved on my phone and hasn’t changed since I first made my account. I tried to make a new password but just keeps saying my login is disabled

[tbains95]

It says call failed whenever I try to make a phone call.

[tbains95]

when I try to get a ticket it says my login is invalid

[esjliv]

@tbains95  - how long have you been a customer for? And, have you had any other issues since?

Too many failed attempts to log into your self serve account, may temporarily lock your account access. So wait 15+ minutes before you try again.

Have you ever created a self serve account before, if not you can register for one here:

https://selfserve.publicmobile.ca/self-registration/

If you have created a self serve account and you are having issues logging in, try clearing your browser's cache, or try a different browser or device. Opening a tab in incognito mode may help as well.

If having issues with your password, use the Forgot your password option to reset it, found here: https://selfserve.publicmobile.ca/forgot-password/

If issues persist trying to use SIMon Chatbot, Public Mobile Representatives (CSA) may also be contacted by submitting a message(ticket) to them here:

Private Message to Public Mobile Customer Support Agents (CSA)

[BKNS27]

@tbains95 

I hope this not a case if fraudulent SIM Swapping where someone got into your account and switch carriers.

Definitely got hold of a CS_Agent via private messaging or SIMon Chatbot on this Community page to look into it for you!

Also check to see if there is an Telus outage in your area:

https://istheservicedowncanada.com/status/telus/map 

Maybe this might be a reason that you don’t have service.

[darlicious]

@tbains95 

Call 1 855 4PUBLIC and enter your 10 digit phone number and report back what it says. Have you done a chargeback or reported a fraudulent transaction ? If you cannot submit a ticket via SIMon use the second option below and read the spoiler.

o contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[cellphoneuser1]

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@tbains95 wrote:

Oh no I didn’t transfer to another carrier, I’ve tried talking to the robot but it didn’t help me at all.

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Ask the robot for a customer support agent.  A customer suppport agent CSA can help.

[tbains95]

Oh no I didn’t transfer to another carrier, I’ve tried talking to the robot but it didn’t help me at all.

[cellphoneuser1]

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@tbains95 wrote:

I’m not 100% what that means but I haven’t switched carriers.

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Porting out means transfering your phone number to another carrier. Try the forgot password resetting option.  If that doesn't fix your account, contact a CSA.  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

[tbains95]

I’m not 100% what that means but I haven’t switched carriers.

[cellphoneuser1]

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@tbains95 wrote:

Yesterday I noticed I had no service anywhere so I went to login to my account to see what the issue was and everytime I try to login it says “login disabled”. Has anyone else had this problem, I have no idea what to do. I can’t call, text, and have no data. I just paid my bill like a week ago so it’s not because my plan is expired.

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Did you port out to another carrier?  That closes your account.