Urgent help please, account locked out "unauthorized access"

[hru]

Hi there,

My public mobile non community account is locked out and says "unauthorized access".

I was a day late in paying my mobile bill but was able to pay it the next day, I have been charged on my credit card and it went through but I have NO SERVICE and when I use the email authentication method to verify the sign in to my public mobile account to check what is going on, it says "unauthorized access".

Please help, this has been a massive issue.

Thank you in advance.

[Jha]

Yes that's true, you need to clear cookies sometimes in order to get the mobile website browser working correctly

[hru]

as stated in previous response, already tried all suggested methods. 

have also submitted a ticket already but the technical support has always been abysmal for public..

thanks anyway

[softech]

@hru 

did you try using Incognito mode or using the app?

But as you pay, still not service and unable to login , look like something wrong on the account, please engage support by messaging them here:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[hru]

Thanks for the response, I have already tried all these methods from looking through other posts.

What steps can I next take to ensure this gets resolved promptly?

[Chalupa_Batman]

Hi @hru 

Download the app on the phone via WiFi and try that instead. Sometimes the website can be a little finicky. 

[JRod]

@hru 

If you refresh the page when you see that error does it kick you back to the login screen? I’d try that as that has worked for me before. 
You can also try clearing your cache, an incognito window, another browser, or if you can’t get it to work on the computer I’d try the app. 

As for your phone I’d try restarting it in case that restores your service.