“Sorry your login has been disabled”

[brit]

Hi! I’m desperately seeking answers for a problem with my phone (iPhone SE).

My phone was working fine since 2020 until today after I updated to the latest iOS. Suddenly I had no service. I tried turning my phone on and off, I tried resetting my network settings, and then I tried to sign in to my public mobile account.

when I try to sign in, it says my account has been disabled! I haven’t heard anything from public mobile about this, and in fact they processed my payment only a few days ago. What has happened, and how can it be fixed?! 

[esjliv]

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@brit wrote:

I’m unable to make calls.

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@brit  do you have access to another landline or cell to check the status of your account?

Also, as @hTideGnow already posted about trying your SIM into another compatible device to see if services work, try that.

Not having services, not being able to log into your account is not a great situation. 

I suggest submit a ticket with CSA asap, and continue to troubleshoot.

When does your plan renew, do you know? Check your past text messages so see your last payment date.

[brit]

I just tried chrome, but it shows the same thing. 

 

[hTideGnow]

Hi @esjliv , what is rowing thread

Hi, @brit maybe time to open ticket with PM?

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

[esjliv]

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@brit wrote:

Yes, I have been on my account many times. I’m on mobile. Safari.

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@brit  - can you try a different browser? Microsoft Edge or Chrome?

[brit]

I’m unable to make calls.

[brit]

Yes, I have been on my account many times. I’m on mobile. Safari.

[esjliv]

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@brit wrote:

Hi, thank you for the response and help;

I only tried the one time to login, and it did not let me, giving me that message.

The other advice I’ve already tried, to no avail, unfortunately.

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@brit  - have you ever logged into your self serve account before?

To register for an account, see here: https://selfserve.publicmobile.ca/self-registration/

Sometimes clearing your browser's history/cache/cookies helps. And that incognito mode TAB is a finicky website solution sometimes.

You get anything when you call 611?

[brit]

Hi, thank you for the response and help;

I only tried the one time to login, and it did not let me, giving me that message.

The other advice I’ve already tried, to no avail, unfortunately.

[esjliv]

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@brit wrote:

Hi! I’m desperately seeking answers for a problem with my phone (iPhone SE).

My phone was working fine since 2020 until today after I updated to the latest iOS. Suddenly I had no service. I tried turning my phone on and off, I tried resetting my network settings, and then I tried to sign in to my public mobile account.

when I try to sign in, it says my account has been disabled! I haven’t heard anything from public mobile about this, and in fact they processed my payment only a few days ago. What has happened, and how can it be fixed?! 

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@brit  - your Public Mobile login has nothing to do with your iphone update, but your data service may have something to do with your ISO update.

Are you on a beta version? See here if this is affecting you: https://productioncommunity.publicmobile.ca/t5/Get-Support/Fix-for-iOS-15-4-19E5209h-Data-issue-Reso...

If you tried too many failed attempts to log into self serve, take a break and try again later..like 15 minutes to 1 hour. When you try again, try opening a TAB in incognito mode, then try to log in.

While you wait to log try calling 611 or call # 1-855-478-2542 from another device to check the status of your account.

In the meantime try one or more below troubleshooting:

*turn off your phone, leave off for a few minutes, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*perform a reset network settings on your device

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

*manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) for dropping or unable to make incoming/outgoing calls

If still issues logging into your account after waiting, then ask CSA for assistance.

To contact CSA there are two methods found here: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[brit]

Hi, I have iOS 15.3.1. 

[hTideGnow]

HI @brit   What iOS level you have?

Try to put your SIM in another phone and see if it works.