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eizzor
Great Citizen / Super Citoyen

Locked out of account

Hi, I am trying to access my Self Serve account but forgot my password (was saved on my old computer, now have new computer). Last night I clicked on "Forgot your password?" link, filled in my email, but as I didn't receive a message, left it and went to bed.

 

Received the email that gave instructions on how to change your Self Serve password, but now link that is given is expired/won't load on subsequent tries. When I click on "Forgot your password?" and try to reset the password again, I get the following message: "Sorry, you've been locked out. Please contact Public Mobile for help."

 

Could someone please help with access to this account? I am hoping to make changes to some limited time offers, so hopefully wouldn't miss them!

 

Thank you!

 

Tags (1)

Accepted Solutions
mcs11
Model Citizen / Citoyen Modèle

Re: Locked out of account

Yes, agree that you will have to contact the moderators.  Here is some info on contacting a moderator:

 

  • You can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

 

When are Moderators available and how long till I get a response?

 

During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.

 

Moderators are available:

  • Monday to Friday from 9 AM to 9 PM Eastern time.
  • Saturday and Sunday from 9 AM to 7:30 PM Eastern time.

 

How do I know if a Moderator has looked at my question or responded?

 

Once a Moderator has opened your support ticket, they’ll send you a private message asking you to authenticate your account information. You will need to provide your account number and PIN to validate your account information. You can find this message by clicking on the envelope icon.

 

If you have not changed your account settings since creating your Community account, you will automatically receive email notifications when someone has sent you a private message. To modify this, just click on your Community avatar, then on ‘My Settings’, then navigate to the ‘Preferences tab’, then select ‘Private Messenger’ and checkmark the box beside ‘Receive email notifications for new private messages”.fig3.png

 

 

 

 

 

View solution in original post


All Replies
Carld123
Deputy Mayor / Adjoint au Maire

Re: Locked out of account

@eizzor

Looks like you will have to message a moderator for help

mcs11
Model Citizen / Citoyen Modèle

Re: Locked out of account

Yes, agree that you will have to contact the moderators.  Here is some info on contacting a moderator:

 

  • You can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

 

When are Moderators available and how long till I get a response?

 

During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.

 

Moderators are available:

  • Monday to Friday from 9 AM to 9 PM Eastern time.
  • Saturday and Sunday from 9 AM to 7:30 PM Eastern time.

 

How do I know if a Moderator has looked at my question or responded?

 

Once a Moderator has opened your support ticket, they’ll send you a private message asking you to authenticate your account information. You will need to provide your account number and PIN to validate your account information. You can find this message by clicking on the envelope icon.

 

If you have not changed your account settings since creating your Community account, you will automatically receive email notifications when someone has sent you a private message. To modify this, just click on your Community avatar, then on ‘My Settings’, then navigate to the ‘Preferences tab’, then select ‘Private Messenger’ and checkmark the box beside ‘Receive email notifications for new private messages”.fig3.png

 

 

 

 

 

View solution in original post

S--S
Model Citizen / Citoyen Modèle

Re: Locked out of account

 

you need send a private message >> Click here 

 

In your message put it, please include.

- your Name 

- your account number ,if you have it 

- your phone number 

- your account, 4 digit PIN

- date of birth 

- Detailed explanation of specific your issue 

- them can help you a lot nice service Team

 

Waiting for Response, Community Moderators are available from:

Monday to Friday from 9am (EDT) to 9pm (EDT) Saturday and Sunday from 9am (EDT) to 7pm (EDT)
During business hours, we strive to answer all customer messages/inquiries as soon as possible. Usually, that is within an hour, but in peak periods, it could be as much as within 72 hours of receiving the message.
And be patient please
 
Good Luck
MomHenneberry
Good Citizen / Bon Citoyen

Re: Locked out of account

My phone stopped sending and receiving text messages and phone calls.   Then I went to go on account it says

443C06B2-596B-4BCF-8A4A-1E29D373D77B.png

Please help

geopublic
Mayor / Maire

Re: Locked out of account

@MomHenneberry  Can you try with a browser on a desktop or laptop to see if it makes a difference. What happens when you dial 611 from your phone? Is your plan suspended?

duffer900
Town Hero / Héro de la Ville

Re: Locked out of account


@MomHenneberry wrote:

My phone stopped sending and receiving text messages and phone calls.   Then I went to go on account it says

443C06B2-596B-4BCF-8A4A-1E29D373D77B.png

Please help


For the account issue, on a laptop or Desktop computer try clearing the history, or using Chrome in incognito mode.

 

Perhaps try another browser.

 

If not, and for the main issue, I would contact a moderator.

 

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

MomHenneberry
Good Citizen / Bon Citoyen

Re: Locked out of account

I will try on my computer thanks 

MomHenneberry
Good Citizen / Bon Citoyen

Re: Locked out of account

Shouldn’t be not due until July .  When I dial 611 it comes up call failed 

MomHenneberry
Good Citizen / Bon Citoyen

Re: Locked out of account

Tried iPad , iPhone and computer none work it says sorry you’ve been locked out

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