about my account locked

[varindersingh]

hi my name is varinder singh, i have some money left and i pay all payment. call service is working but when i try to login with my username it show my account is disbale and when i try to forget password it shows your account is locked . can someone help me please how i unlock  my acco

[esjliv]

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@varindersingh wrote:

Please explain beriefly i cannot understanding 

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Hi @varindersingh ,

1-obtain a new, never before used, Public Mobile SIM card. Try seeing what is available, in retail, near you here: https://www.publicmobile.ca/en/on/store-locator

2-contact customer support by either method provided by @RossN to:

1. change the SIM card associated with your Public Mobile phone number/account; and
2. obtain access back to your Self Serve account

1. call 1-855-478-2542 to check the status of your Public Mobile account, if Active great.
2. if Suspended, and you never registered for a Self Serve account yet, then you will need to make a manual payment to reactivate..either by a registered card on the account, or by using instore or online vouchers:  https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

[darlicious]

@varindersingh 

Where are you located? We can suggest a retailer that will just sell you an unactivated sim card rather than trying to sell you a new account with the sim card.

You can send customer support a private message. Put "password reset" in the subject line and explain your issue in detail. After you verify you are the account holder they will send you the reset password. Once you access your self serve account change your password. Make a note of your security question and answer and your password and put it in a safe and secure place in case you run into this problem again.

Keep an eye on your private message box the envelope icon next to your avatar at the top right corner of your screen for a little number to pop up indicating a reply from a CSA. Responding promptly will speed up waiting time but  expect a reply within the hour.

After you gain access to your account then you can go purchase a sim card to perform the sim swap using your email for the 2FA verification code you will need to enter to confirm the sim swap.

To send a private message to the CSA's (formerly moderators) click below
: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[varindersingh]

Please explain beriefly i cannot understanding 

[esjliv]

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@varindersingh wrote:

yes calling is working yes i lose my sim card but i have 2 phone number one with public mobile and one with rogers i have call forwarding if someone try to call me on my public mobile numbrr i got a call on my  rogers number

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@varindersingh - would you please provide if you are trying to port TO public mobile from Rogers?

If you need to change some call forwarding settings, you will need a Public Mobile SIM card. So obtain a new Public Mobile SIM card, then swap it on your Self Serve account or help with a Customer Support Agent (CSA) through the ticketing methods provided above.

See Call Forwarding features here:

https://www.publicmobile.ca/en/on/get-help/articles/call-forwarding

[varindersingh]

I visit a store they said we just give you a new number but they cannot give me a same nunber i have

[softech]

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@varindersingh wrote:

yes calling is working yes i lose my sim card but i have 2 phone number one with public mobile and one with rogers i have call forwarding if someone try to call me on my public mobile numbrr i got a call on my  rogers number

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@varindersingh   then you should open a ticket to get access back to Self-Serve My Account

At the same time, get a sim card in store.  Once you got it, you can simply login to My Account and request Change Sim card there.  Use your email to receive the 2FA to complete the process

[varindersingh]

yes calling is working yes i lose my sim card but i have 2 phone number one with public mobile and one with rogers i have call forwarding if someone try to call me on my public mobile numbrr i got a call on my  rogers number

[esjliv]

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@varindersingh wrote:

can you guys give a temporary password so i try to login and your customer service number.

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@varindersingh  - there is no number to call to customer service here, @RossN provided the only methods to contact customer support in the first response.

No, we cannot give you a temporary password (we are customers like you).

You do not have a SIM card, did you lose it? But you said you had calling services? Are you porting from Rogers to Public Mobile? 

[softech]

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@varindersingh wrote:

can you guys give a temporary password so i try to login and your customer service number.

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@varindersingh    We are just customers like you.  Also, support is all online via tickets

If you have not done so, please open a ticket with PM Support and they will help to sort out the login problem

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or 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 Send a private message to the CS Agent here: 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 you there

[varindersingh]

can you guys give a temporary password so i try to login and your customer service number.

[varindersingh]

i do not have a sim card that why i do not get any verification i just have a call forwarding on my rogers number

[esjliv]

@varindersingh  -

We are customers and members like you here; @RossN provided you methods to contact Public Mobile representatives to help.

I know you say call services are working..what about texting and data?

Just to confirm, when you call 611 is your account status Active?

Were you able to log into your Self Serve before? If not, try registering for one here:

https://selfserve.publicmobile.ca/self-registration/

Otherwise, sometime waiting to retry to log in or try the Forgot Your Password is the way to go. Did you receive a message telling you how long the lock will last? Usually it was 15+ minutes, but yesterday someone said they received a 3 hour period when it would be unlocked.

Otherwise, see RossN's post for next steps to get you help.

[varindersingh]

hi can you please me my account was not working its show locked out and disbale

[RossN]

@varindersingh 

hello if you can't get your password to work wait an hour and try again if that doesn't work 

1. you can open a ticket through Simon here https://publicmobile.ca/chatbot.

type  password rest  account locked

2. alternatively you can private message them here

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

check your community envelope for a reply