Service suspended and can't log in to account

[jrm]

Hello,

I'm here with my mother-in-law and trying to access her account.  We reset the password, but as soon as we use the new password it isn't accepted!  Now we're locked out.  Please help.

J.

[Quigley]

@jrm   In that case, you'll definitely want to contact a CSA for help in getting back into your account. 

Send a private message to CS_Agent

That's your best bet ☺️

[Quigley]

@jrm   Cached information is a real big issue here. Your best bet for doing anything with having to do with your account, is to first log into your account using a browser in incognito or private mode.  Then your good to go from there.

[jrm]

Thanks.  We were using incognito mode (well, private browsing because we're using Firefox).  It simply wouldn't accept our username and password.  We do know her pin, but we can't use *611.  As soon as we dial, it says we have no service.

[Meow]

After password reset you have to wait 15-20 minutes and try again with new password. Change is not immediate.

Do not change passwords too many times. If you are still stuck with log in after 1-2 hours, contact agent for assistance.

To Contact CSA-agent; there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

If ticketing does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+)Here

[softech]

@jrm   Try to reset the password and login again, but using Incognito mode for the whole process.  PM site has some problem with cache and always using Incognito mode when access My Account

If that still does not work, please open ticket with PM Support

1. For faster response (2-48 hours), use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Private message to the CS Agent: 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 to you there

In the mean time, you can use *611 to renew if you know the 4 digits pin code

or you can buy a voucher from SDM/711/Shell , then load the voucher to renew the service using *611, no 4 digits required in with loading voucher