login disabled

[amir_saleem]

When I try to sign in I get message that my login is disabled. My account is enrolled in the auto pay.

[HALIMACS]

OK, @amir_saleem 

If she can't get her self-serve account up and running, try the CSA route or the payment voucher option.

Here's where she can get them:

[amir_saleem]

It is my daughter's phone and she noticed it a week ago, last payment was deducted on April 7

[esjliv]

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@amir_saleem wrote:

None of the services are working

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@amir_saleem  - are you a new or existing customer?

Some troubleshooting to try:

*turn off your phone, then reboot

*removing your SIM, then reinserting it

*go into airplane mode, then going back to regular mode

*perform a reset network settings on your device

*try your SIM card into another compatible phone for a few days to see if the issues are the same...this could rule out a device issue/setting.

*manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) for dropping or unable to make incoming/outgoing calls

*Is your phone locked? Contact your previous provider to unlock it for you. You will need your imei number, dial *#06# to get it.

*Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

[HALIMACS]

How long have you been without services, @amir_saleem 

If greater than 90 days in suspended status, the account/service is completely deactivated.

If not, you can purchase a payment voucher (at many mobile merchants, also Shoppers Drug Mart, London Drugs, Canadian Tire, etc) and add it by calling *611 from the PM device - you can make that call in suspended status.

[amir_saleem]

None of the services are working

[HALIMACS · Accepted solution]

@amir_saleem 

Are your services completely working?   Call, text, data?

If you can't access self-serve, and you need to access it for an account change/update/request, try contacting the CSA's

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[amir_saleem]

I have tried different device, browser and incognito mode. It gives me the same result.

[esjliv]

@amir_saleem  - did you try the Forgot your password option?

If you tried too many attempts you may have temporarily locked your account. Wait 15+ minutes to try again.

OR, do you mean your status says DISABLED when logged in??

Are all your services working? If so, and you see messages on your self serve account being suspended/expired and your renewal is tomorrow, you can safely ignore those messages. Your account, as well as everyone else's says this during the renewal stages.

If you have not services, make a manual payment to reactivate.

If having issues, contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 -  Faster  use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Contact Public Mobile Representatives (CSA) by submitting a message(ticket) to them here: 

Private Message to Public Mobile Customer Support Agents (CSA)

[HALIMACS]

@amir_saleem 

Try clearing cache and cookies, then open an incognito tab, then try again.

Some others have found that using a different device and browser also helps to gain access.