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Great Neighbour / Super Voisin

Trying to set up account

I have a public mobile sim card that I need to activate. I am trying to log into my account but I forgot my password. I tried the password recovery and it keeps saying "ForgotPassword/LoginUnsuccessfulUser_LoginDisabled". 

 

The plan is expired but I want to re-activate my sim. I cannot log in because of this error, and I cannot PM anyone because of that. There is no email or number to call to address this issue. All I want to do is pay to activate this.

Town Hero / Héro de la Ville

Re: Trying to set up account

@ronaldwThat means the account is over 90 days and the account and its credit has been deleted par the Terms of Service.

Mayor / Maire

Re: Trying to set up account

@ronaldwAfter either 90 days or porting your number your account is disabled. You will need to buy a new SIM and sign up again.

 

If that isn't the case, try using the Chrome browser in incognito mode. If it's still not working you will need to contact the moderators, you can send them a private message here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Good Citizen / Bon Citoyen

Re: Trying to set up account

Hi Ronald,

 

Please contact a MOD so that they could look into your issue. I have added the link below:

 

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

 

Enjoy

Oracle

Re: Trying to set up account

@ronaldw 

As mentioned, if it has been more than 90 days since your plan last expired, your account and phone number would already be lost.  That message you saw of "User_LoginDisabled" means that is most likely the case.  If it were simply a wrong password, the message would have been: "Sorry, your login attempt failed. Please try again."  If it were an existing account but was locked for some reason or other, the message would have been: "ForgotPassword/OldPasswordNotValidContactAdmin"

 

If you meant that the SIM you are trying to activate is actually the old one you want to reactivate, that isn't possible. SIMs previously associated with deleted accounts become useless.

 

If you meant that you are trying to activate a newly bought SIM, then you can start a new account with a new phone number here.

 

FYI, to contact PM for support, that is never done through your self-serve account. If you want to be absolutely sure your account wasn't deleted, you would do it in this PM community by sending a private message to the Moderator_Team through this link.

Great Citizen / Super Citoyen

Re: Trying to set up account

I would recommending messaging the kind folks at the Moderator_Team via this link to investigate your account and to provide some additional insight into your issue.

It helps to provide a detailed description of your problem and what your resolution goals are so they can best assist. If you are having troubles contacting the Moderator_Team, refer to the following knowledge base link.

Moderator hours are as follows and generally you can expect a response within 1 hour or up to 48 hours depending on volumes...

  • Weekdays 8:00am - Midnight (Eastern time)
  • Weekends: 8:00am - 10:00pm (Eastern time)

Best of luck!

Re: Trying to set up account


@PMFanatic wrote:

I would recommending messaging the kind folks at the Moderator_Team via this link to investigate your account and to provide some additional insight into your issue.

It helps to provide a detailed description of your problem and what your resolution goals are so they can best assist. If you are having troubles contacting the Moderator_Team, refer to the following knowledge base link.

Moderator hours are as follows and generally you can expect a response within 1 hour or up to 48 hours depending on volumes...

  • Weekdays 8:00am - Midnight (Eastern time)
  • Weekends: 8:00am - 10:00pm (Eastern time)

Best of luck!


@PMFanatic, this message is useless, as it really does sound like the SIM card is no longer valid, and the account is past 90 days of inactivity.  There is no way the Moderators can assist on this, other than to suggest getting a new sim card, and activating a new plan (with a different email address).