My wife is locked out of her account

[nelsonp1936]

my wife is locked out of her account 

[esjliv]

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@nelsonp1936 wrote:

my wife is locked out of her account 

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@nelsonp1936  - if you had too many failed login attempts you must wait at least 15 minutes to try again.

When you do, clear your browser's cache/cookies and you can try an tab in incognito mode to log in then.

If still issues try the Forgot your password option. Remember to check your spam/junk folder to reset the password.

If still issues after waiting to try again, ask customer support (CSA) for assistance. Two ways to reach them here: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Just to be sure...is your wife a current or active customer within 90 days?

Because after 90 days in nonpay/suspended status you lose your phone number, account and access to self serve.

[hTideGnow · Accepted solution]

HI @nelsonp1936   wait an hour first and then try again

If still cannot login , try to use the Forgot Password option to reset the password.  But you need to enter the email address and able to answer the security question.

if that doesn't work, open ticket with PM CS Agent and they can help to reset.  

Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

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

After 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 moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437