my account is locked

[Esan]

Hi, my account is locked.

I try to reset my password, but it doesn't fix the issue.

[Esan]

yes

[hTideGnow]

HI @Esan 

did you try using Incognito/private/secret mode?

and make sure password is complex enough and not dictionary word when you reset

[dust2dust]

They are prepaid value to add to your account. Stores might not know what you mean by voucher. If you get a blank stare or sorry we don't have those then say things like cellphone minutes or prepaid plans or cellphone topup etc. This place calls them vouchers but clerks might not know what that is.

[Esan]

what are the payment vouchers? 

[hairbag1]

@Esan 

no worries. We all had to learn how PM works and you're doing that now.

Try the suggestion provided by @dust2dust ...get to Shell gas or other retailer and get payment vouchers...then dial 611 to add them to your account to Reactivate.

[Esan]

oh sorry, it is the first time I am here. I wasn't familiar with this environment. 

[hairbag1]

@computergeek541 

you're welcome to remove the Solution until actual solution has been achieved.  😇

[dust2dust]

Ok, so what's the urgency? If it's to pay for the next renewal or to reactivate from being "on hold" then you can pay with vouchers or real time payments and not need to log in.

[computergeek541]

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@Esan wrote:

how long it takes to get the reply? I need to access my account asap. isn't any call center to fix the issue faster?

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Sorry, but there's no call centre. The entire idea behind Public Mobile is to not have that so that prices can be lower.

[Esan]

how long it takes to get the reply? I need to access my account asap. isn't any call center to fix the issue faster?

[dust2dust]

You've been replying on your own other thread. Why did you make a new thread?
See if the suggested wait can get you back in. Try later on.

Adding - Oh I see Friday now. Are your services working? Did you possibly have a credit card problem recently?

[hairbag1]

@Esan 

click this link to send a message to CSA to get them on your case. They'll ask for as much account related info as you can give them...

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

[Esan]

my account is locked, 

I tried to change the password, but it didn't work. 

I locked out on Friday. the last login was about 2 weeks ago.

[Esan]

unfortunately, it doesn't work. I forgot to say, I logged in on my account 2 weeks ago.

[Esan]

no

[Esan]

It says my email exists. I forgot to say 2 weeks ago I logged in in my account. 

[Chalupa_Batman]

Oh then you're OK then. So sign up here...  https://www.publicmobile.ca/en/on/

There is a 2FA system installed now which just double checks you're the account holder. It will send a 6 digit code to your phone, enter those digits into where it says and you're good to go. If you have any problem, clear cache again and re sign in.  If you have any more issues, come back here and we'll lend a hand.

[Esan]

is it the same previous website?

[Chalupa_Batman]

They you'll have to wait 1 hour... make it 1 hour 10 minutes to be sure. Then before you try again, clear your cache in your browser settings to clear any data there that may screw up your chances of getting back in. Meaning you will have to enter the email address and password from scratch.

[Esan]

I didn't register there yet! I didn't know. I locked on Friday

[Chalupa_Batman]

To start, if you've been locked out, you will have to wait 1 hour till the system unlocks it. 

When was the last time you were on your My Account online with PM? If its' been several months, everything has changed to a new more secure system. Have you signed up for the new website yet?

[Esan]

yes I have. I just entered the wrong password and I got locked

[hairbag1]

@Esan 

try dialling 611 to see if you still have a valid PM account.