“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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@softech wrote:

So, this is another case that user see Koodo on the bill and declined the charge?

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@softech  - no, this is a case where an ex had their credit card connected to the other partner's phone and did chargebacks on the credit card that resulted in the account being blocked/locked. 

[softech]

So, this is another case that user see Koodo on the bill and declined the charge?

[darlicious]

@CS_Agent  @J_PM 

Thank you for acting quickly to help the OP get her service and access to her self serve account back and minimize the damage caused by the chargeback due to no fault of her own. I appreciate that pm was able to handle this with sensitivity and sensibility. Bravo!

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

[CS_Agent]

Hi again,

I have received an update from my finance team & they have release your account & phone number. I would suggest to power cycle the phone & you should have service.

The better news is that I was successful in getting them to allow you to add back your credit card & have access to self-serve. Once you have access, add the credit card for autopay as you had it before.

We are sorry for the situation that you were put through but from our stand point, we had no way of determining that the credit card was from another person & the situation it cause you.

Let us know if there is any thing else we can assist.

Guy

Customer support agent

[Yummy]

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@esjliv wrote:

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I know you checked that the phone is not blacklisted, but keep that website to check handy. If your ex has any records of what the IMEI # may be, he could potentially list it as stolen as well.

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That is a great advice. People know to be very nasty and do bad stuff just in spite of.

Hopefully at least potential issues with PM service will be resolved to your benefit. Maybe having backup phone will not hurt in case your current phone suddenly appears blacklisted or reported stolen.

[brit]

I do have another card, in fact I’ve been using a new card to pay my plan since January. I’ve paid what I owe them through vouchers, and hopefully I can get this sorted out soon.

thank you so much everyone for your help with this, very much appreciated. 

[esjliv]

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@brit wrote:

Thank you everyone for your help, I’ve now been in touch with customer service and know what happened.

My ex husband and I paid our phone bills through his credit card, and when I left him he asked for a chargeback on the last two months we had paid through his card. Yesterday public mobile suspended my account for a year because of this, none of this was ever communicated to me from them. I left my ex husband due to domestic violence, and he is unfortunately still able to negatively affect my life even now. I am trying to appeal to public mobile but it isn’t looking good.

Just a heads up for anyone who might end up in a similar situation. I never expected my ex to be able to get to my phone. 

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@brit  - oh, the chargebacks, that would do it. Sorry to hear what has happened.

There are hopefully are other methods to prove your account to PM.

But payment, unfortunately, is usually the big one. Do you have another card you can provide to Public Mobile?

I know you checked that the phone is not blacklisted, but keep that website to check handy. If your ex has any records of what the IMEI # may be, he could potentially list it as stolen as well.

[darlicious]

@brit 

Your welcome. You are strong and brave and you have overcome a lot. I sent @J_PM a heads up so if she doesn't reach out first she will expect your message. Communicate to the CSA that you are messaging Jade and will pay for your services as soon as possible.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

[brit]

Thank you so much for your help.

[darlicious · Accepted solution]

@brit 

OMG! What a.....send a private message to @J_PM  so she can direct the CSA you are dealing with to make a special accommodation to pm's policy on chargebacks. You will have to purchase pm vouchers to cover 90 days of service. The 60 days that you are "delinquent" on (not your fault) and your current or upcoming 30 days of service.

Public mobile supports helping customers who are victims of domestic violence and do not want the abusers to continue their torment and criminal behavior by restricting your ability to start fresh and heal. Leave a detailed message explaining your situation and then go to one of the following retailers to pay for your service. Ask the CSA if they prefer vouchers over RTP (real time payments) or an online payment from ding.com or recharge.com ( but they have an 8% surcharge.)

You can make an RTP at Canadian Tire gas bars and Mobil stations for a $1 fee and giving the clerk your 10 digit phone number.

The following retailers offer pm vouchers that are immediately valid upon purchase....

1. London Drugs
2. Shell Stations
3. SDM
4. RCSS
5. TMS
6. 7/11
7. Circle K
8. Wal-Mart

This totally sucks....but you have escaped and are free and we support you....this will get sorted out. Just click on Jade's name to be brought to her profile and you can click on "private message this user".

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

[brit]

Thank you everyone for your help, I’ve now been in touch with customer service and know what happened.

My ex husband and I paid our phone bills through his credit card, and when I left him he asked for a chargeback on the last two months we had paid through his card. Yesterday public mobile suspended my account for a year because of this, none of this was ever communicated to me from them. I left my ex husband due to domestic violence, and he is unfortunately still able to negatively affect my life even now. I am trying to appeal to public mobile but it isn’t looking good.

Just a heads up for anyone who might end up in a similar situation. I never expected my ex to be able to get to my phone. 

[darlicious]

@brit 

If you updated your carrier profile afterwards then contact Apple. But you can't use the old profile you have to update it.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[brit]

I upgraded from iOS 15 to the newest iOS, 15.3.1! 

[softech]

@brit  great that it confirms the phone is clean  🙂

check the Carrier profile again to confirm it is up-to-date

If still fails, maybe you need a visit to the Apple Store?  or at least post your question in the Apple Community.

btw, which version or OS you upgraded from and to?

[brit]

Thank you, I’ve checked and my phone is not blacklisted. I’ve also used this phone since i

bought it two years ago. 🤔

[softech]

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@brit wrote:

I would prefer to not have to reset my phone unless there is literally no other option, everything Is on here. 

pretty disappointing that it looks like just updating to the newest iOS turned my phone into a brick. 

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@brit   Are you on 15.3.1?  it is a pretty safe OS and I don't think it is an issue on the PM side.

just for peace of mind, please check the devicecheck site to confirm your phone is not blacklisted:

https://www.devicecheck.ca/check-status-device-canada/

[darlicious]

@brit 

Did you dismiss the carrier profile update after updating to iOS 15.3.1?

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[brit]

I would prefer to not have to reset my phone unless there is literally no other option, everything Is on here. 

pretty disappointing that it looks like just updating to the newest iOS turned my phone into a brick. 

[BKNS27]

@softech 

I agree that people shouldn’t update to Beta or RC especially if they are not developers or testers.

I wasn’t suggesting they update to Beta or RC and indicated the latest Public edition update is iOS 15.3.1.

I was wonder what the recent update @brit to.

I am still amazed that normal users will even try to update to Beta or RC.

I ran into problems when I accidentally touched a wrong button on the Developer Option on Android…I have to reset and removed the Developer Options.

[softech]

@brit   you cannot even make calls? you tried to reseat the SIM?

what iOS version you upgraded to?

would you mind to do a Factory reset with the PM SIM in the phone?  But if you are going for what, make a backup first.

[darlicious]

@brit 

Here are the manual settings for the automatic settings follow the instructions below...

For iPhone Automatic Setup go to: http://www.unlockit.co.nz from your iPhone
For iPhone Manual setup click here

- Select Settings. - Select General. - Select Network or Cellular - Select Cellular Data Network. - Under Cellular Data Option APN: sp.mb.com Username: <blank> Password: <blank> - Under MMS Option APN: <blank> Username: <blank> Password: <blank> MMSC: <blank> MMS Proxy: <blank> MMS Max Message Size: <blank> MMS UA Prof URL: <blank> - Click Network Tab up the top to save

Note: If you do not have the Cellular Data Option then please use the
Automated Setup by going to http://www.unlockit.co.nz from your iPhone.

http://www.unlockit.co.nz/mobilesettings/settings.php?id=1019

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[softech]

@BKNS27   It is best not to suggest people to try Beta OS or RC if users are not familiar with it.  Stay with Stable version and avoid Beta unless users are very technical

we have seen many users tried Beta and unable to restore back to stable version when the Beta is not working

Yes,  RC usually safer I have seen problems that still exist in the RC.  Apple had released  second RC build before 

[BKNS27]

@brit 

The latest public update is iOS 15.3.1.

I don’t know if the new update iOS 15.4 RC will work with PM. There were issues with iOS 15.4 Beta 1,2 and 3 but Beta 4 seems to be OK.

[darlicious]

@brit 

Call 1 855 4PUBLIC and enter 10 digit phone number to get your account status and other basic info but your lack of service is likely due to the iOS update Since customer support is open for a another hour put password reset in the subject line and send a message requesting the reset.

While you wait for their reply sometime in the next hour see if updating your carrier profile on that site for your update will work as it has many for mostly iPhone but some Android phones as well.

You have no services at all? Calls, texts, in/out or mobile data?

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[brit]

When I tap forgot password It shows me this screen:

 saying my log in failed. 😔 

[esjliv]

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@brit wrote:

Yes, that was my second attempt. One in safari and one in chrome! 

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@brit - well that is not enough to lock your account up.

Are you sure you are using the correct email?

Try the Forgot your password option and check to see if you get an email to reset it (check your junk/spam folder).

[Yummy]

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@brit wrote:

My phone was working fine since 2020 until today after I updated to the latest iOS.

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There were few threads regarding apple stopped working after an update. I hope apple users will help you soon or you can search forum...

[brit]

Yes, that was my second attempt. One in safari and one in chrome! 

[esjliv]

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@brit wrote:

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

 

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@brit  - was that only your 2nd attempt to log in?

I suggest waiting a bit before you try again...but submit that ticket to get something started anyway.

[brit]

Hi, I will try another device as soon as I can, but do not currently have access to one. I have submitted a ticket, thank you for help with that 🙏 

i paid my bill very recently, I truly have no idea what it could be: