No access to my account

[HAES71]

I am locked out from my account xxxxxxxxx

xxxxxxxxxxxx

Edit by Dunkman: removed personal information

[BKNS27]

@HAES71 

You will get locked out if you entered the wrong password too many times. This is to prevent the non-account holder to try to get into your account.

As others have noted, wait a few hours and try again.

[T--T]

Knowledge from PM Mayor

----------------------------------------------------

@HAES71 

close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

sometime your typing but is a one word or letter or number is a wrong or missing just make sure for it.

and try Forgot your password visit Here link, and enter your email address,

check your email spam,

or you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice Service Team they will help you 100%.

only them will reset for you,

Here’s How To Contact Customer Support Agent,

• send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck.

[esjliv]

---

@HAES71 wrote:

I am locked out from my account xxxxxxxxx

xxxxxxxxxxxx

Edit by Dunkman: removed personal information

---

@HAES71  - if you are currently in a nonpay/suspended status, and it has been over 90 days like this, your account, phone number and access to self serve is permanently closed.

Otherwise, see other's posts to help you get back into your account.

[Meow]

Do you mean your email is not recognized or you provided incorrect password too many times?

If you tried too many times, system automatically locks you out to prevent potential hacking.

I would suggest to try after 2-3 hours and if still cannot log in, contact CSA through personal mail as ticketing still does not work properly.

[Dunkman]

@HAES71 

If you tried too many incorrect password and are locked out of account, your account will be locked for 1-3 hours.  You can try again in 3 hours by resetting your password.  

Otherwise, you can contact Customer service agent as described above.  

[0PX9O4]

@HAES71 

(1) Please remove your contact information, since this is a public forum.

(2) You can send a private message to CS_Agent  with your account information, and they will be able to help you get back in

[hTideGnow · Accepted solution]

HI @HAES71   Did you try the Forgot Password link?  just enter your email and answer the security question

If you are unable to reset password that way,  please open a ticket with PM using chatbot

click on the Bubble on the lower right or directly at : https://publicmobile.ca/chatbot.
Follow these these to get to ticket open page 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