Unable to login/change password

[Mehrin]

Hi I'm unable to login my account or change password. My phone service is locked and I've been making continuous payments. Don't know what's happening pls help

[esjliv]

@Mehrin - have you reported an issue with the credit card you have on file with Public Mobile recently? Like a chargeback or anything?

When you call 611 (or # 1-855-478-2542 or # 1-855-4PUBLIC from another device) can Public find your account?

And what do you mean by 'phone service is locked', you mean suspended?

If the account is currently in suspended status you can also look into obtaining a voucher to make a payment through 611,  see here: https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

Locations to obtain some vouchers found here: https://publicmobile.ca/en/on/payment-voucher

[softech]

@Mehrin   Yes, email agent would work too, just that using Chatbot usually will be a better and quicker way from experience

[Mehrin]

Yes I used incognito, duck duck go. Nothing has worked. I already sent an email to cs_agent! It's that same as opening a ticket?

[softech · Accepted solution]

@Mehrin   did you try to use Incognito mode to request password change and then use Incognito mode to change password and login ?

if nothing works, PM support will be your friend then, please open ticket with them

1.  Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗" 

2. if you have problem with Chatbot: Private message CS Agent at:    

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