account locked out

[Kim121]

This question is being asked to assist my Aunt who is a public mobile client. She has locked herself out of her account. It says to wait an hour, but even the next day she was not able to change her password. She needs to amend her credit card information on her account as her old card was cancelled and her payment did not go through. What on earth is going on. Can someone please help me? Thank you

[hTideGnow]

hi @Kim121 honest, better to use another account 

So, use another email address to setup EverSafe. And decline to link the phone number and just proceed to setup the Community id

[EB0]

@Kim121 

Use your account to contact them on behalf of your Anti, you need to be able to verify all of her information 

[Kim121]

Thank you, but how do you set up another login account for community only?

[hTideGnow]

You are welcome @Kim121 

some people would create another login account for Community only 

or you can try using your account to message support 

[Kim121]

Thank you, but how would she send a message if she cannot log in to her account? 

[Dunkman]

@Kim121 

Website is finicky.  You can also try to clear cache first, incognito mode or try a different web browser.  Or try a different device or the PM app.  

[hTideGnow]

HI @Kim121 

in such case, you will need support agent to help.  Please submit by message here

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

[EB0]

@Kim121 

please send a message to the CS Agent through the following link so they will help you unlocked the account, and may process the payment and restore the service

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