Password/ sign in

[Bradley11]

My plan ran out recently and I wanted to sign into my account to see how much I owed.  I entered my email and password to find that it was not correct.  I then proceeded to enter many different passwords which did not work.  I’m very confused as to why I cannot sign into my account as I am allowed to sign into my community account with no problem.  I tried the “forgot your password” link, but when I entered my email in, a page opened with a red box and this as the text: ForgotPassword/LoginUnsuccessfulUser_LoginDisabled

I would really like help asap as I cannot use my cellular data or even text at all.

Thanks

[dust2dust]

The fact that 611 told you some useful information says that the account is only suspended. So that puts that concern aside. The rest has been explained.

[Bradley11]

Oh actually?  Because I was going to order a phone and plan online and then hopefully transfer over the number, and you’re saying I can do that?  Even if the public mobile account is not active?

[softech]

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@Bradley11 wrote:

So are you saying if I have a Koodo account set up, I can just transfer the number without having to sign into my public mobile account?

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@Bradley11   It is possible. 

Both Koodo and PM are owned by Telus.  While porting requires an active account, but it could be done with suspended account if you are porting out from PM and into Koodo/Telus.  You can open an account with Koodo first and pick a temporary new number.  Once account is setup, contact Koodo and explain them to that your PM account is currently suspended and ask them to assist porting.

[Bradley11]

The options it gives me when I call 611 are to make a payment/hear my account balances.  There are other options but fall under those categories.  So are you saying if I have a Koodo account set up, I can just transfer the number without having to sign into my public mobile account?

[dust2dust]

Do you have the email that came from here when you started? You can dig into the headers of that email to find your account number. The community account is a separate login from the account login. What recording do you get when you call 611? You can transfer a number between Koodo and Public with the account not being active. But not fully deactivated.

[Bradley11]

Ok thanks, I sent them a message via ur link. 

[Bradley11]

Ohhhhh ok that’s makes sense

[Bradley11]

Tried it but unfortunately I cannot use the link sent to my email as that email is longer in use.  I tried changing my email before but was unable to do so.  I am looking to open an account on Koodo and would like my phone number to transfer over, but I believe that I need my public mobile account to be active to do so.  Is there any possibility of me transferring my number over? 

[Lovely2]

@Bradley11 

on the chat corner typing: Reset Self Serve password

[JL9]

Your sign in for your my account and your sign in for the community are 2 separate things so you would be able to technically sign into one without the other.

I guess you could have the same pw, but your account is signed into with your email while the community is through your community handle. 

[Meow · Accepted solution]

The account might be only temporarily locked for an hour due to too many (5) attempts. You might want to wait an hour and try again.

If you are positive, you entered id/pass correctly before being locked out, try different browser.

If you still have issue logging in, try the Forgot password link to reset the password. You will need to answer security questions, though.

If you don't know the answer to the security questions, you can open a ticket with CSA to have it reset.

Send a private message to the CSA - agent by clicking https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Contact agent asap while you are trying to access your account to minimize response wait time.

[karladams]

f you've entered your password incorrectly too many times, you have effectively locked yourself out of your account. You will need to contact customer support in order to have it re-instated

[karladams]

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