locked out of my account, trying to pay my bill

[stratju]

I have been locked  out of am account for too many attempts ..waited the 3 hrs, changed my password as asked to do, now still wont let me get into my account to pay my bill??

I need to get this set up so I have access to my account.

[BKNS27]

@stratju 

You don’t need to wait 3 hours to re-login. Just need to clear cache, cookie and go incognito.

[Timer]

@stratju 

tried use browser from computer,and clear cache and cookies and use one page inPrivate mode,or other browser.

[RossN · Accepted solution]

@stratju did you try clearing your cache use a different browser in ingognito or private mode also try a different device to log in if that doesn't work 

contact a cs agent they can fix your email issue

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

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

[softech]

@stratju   you successfully changed your password but just unable to log back on?

If so, wait 15 mins for the new password to sync.  Then try to use Incognito mode or a completely different browser (Edge/Chrome/Firefox) and try again with the last password you set

But if that does not work, then open ticket with Pm Support:

1. For faster response (2-48 hours), 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 Private message to the CS Agent: 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

[esjliv]

@stratju  - if you need to set up a self serve/my account, you will need CSA help. You can submit a ticket here:

Click here to submit a ticket↗

See how to pay for your plan, other than through self serve here: https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

If you have created a self serve account and you are having issues logging in, try clearing your browser's cache, or try a different browser or device. Opening a tab in incognito mode may help as well.

If having issues with your password, use the Forgot your password option to reset it, found here: https://selfserve.publicmobile.ca/forgot-password/

If issues persist, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

NOTE:

If you have been in nonpay/suspended status for over 90 days, then you lost your Public Mobile account, phone number, and access to self serve.