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Good Citizen / Bon Citoyen

Self-Serve is disabled

Hello,  I am trying to log into my account and it keeps saying it has been disabled and both mine and my husband's phone are not working.  We renewed our plan last month and always do the 90 day plans and I haven't been able to get ahold of a moderator.

 


Accepted Solutions
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Mayor / Maire

Re: Self-Serve is disabled

@nelliott17   you can click here to start a ticket so the moderator_team will get back to youhttps://publicmobile.ca.ada.support/chat/

In the meantime you can try to log In to your self serve account using chrome browser just to see if that will work 

View solution in original post


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Mayor / Maire

Re: Self-Serve is disabled

@nelliott17Can you call your phone from another phone to see if you can access your voicemail? Just to verify your phone number is working properly? Can you dial 611 from your phones? Knowing your phone number is okay is to make sure you haven't been SIMjacked.

 

Usually when the account is disabled, you need a moderator to unlock it. Are both you and your husband's accounts being locked out?

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Mayor / Maire

Re: Self-Serve is disabled

@nelliott17   you can click here to start a ticket so the moderator_team will get back to youhttps://publicmobile.ca.ada.support/chat/

In the meantime you can try to log In to your self serve account using chrome browser just to see if that will work 

View solution in original post

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Good Citizen / Bon Citoyen

Re: Self-Serve is disabled

I have tried using my phone to call and I get a message saying to call *611 and when I do it says it cannot help me and to go to PM community/help/details (which doesn't lead me anywhere) I have tried using another phone to call my number and it goes directly to voicemail.  I have sent a couple private messages to moderator team but have not received any response yet.

 

cheers,

Nancy

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Good Citizen / Bon Citoyen

Re: Self-Serve is disabled

I've reached out to moderators but haven't heard back yet.  Also have tried logging into self-serve using chrome browser and ingognito browser and a few other browsers but all I am getting is that my log in is disabled (both mine and hubby's accounts)

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Mayor / Maire

Re: Self-Serve is disabled

@nelliott17  This from one of @GinYVR responses six weeks ago to a similar problem.

Account disabled
 

@PNeilsonYou might have got SIM jacked, if the account has been disabled but you are very sure you have typed in your password.. Can you dial 611 via your phone? Swap the SIM card and does the SIM work in another phone (to rule out hardware). Call your own number, can you get your own voicemail or someone else answer the phone?

 

If you indeed are sure you have been SIMjacked. I add it here because time is in the essence.. things are closing for long weekend.

 

1.Get a backup SIM card and activate an account, so at least you have phone service.

2.Change all the passwords that use your phone account as authentication. There are usually a backup method.

3.Once passwords have been changed contact the moderators. https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

4.Report the incident here: http://www.antifraudcentre-centreantifraude.ca/reportincident-signalerincident/index-eng.htm

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Mayor / Maire

Re: Self-Serve is disabled

@nelliott17Moderators might take a day or so to reply to you. In the mean time you really should verify if your account is working.

 

If you can get to voicemail (or I assume you recorded your own message), you can access it right? ie retrieve your voicemail? If so, just hold tight for the moderators, your account is fine.

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Mayor / Maire

Re: Self-Serve is disabled

@nelliott17  contact the moderators via Simon (?) It is faster as it gets prioritized. There may be an option for urgency.

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Good Citizen / Bon Citoyen

Re: Self-Serve is disabled

Other than what I have already tried I don't know how to verify my account is working since I cannot log into self-servce or use my phone to call/text or use the web. 

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Good Citizen / Bon Citoyen

Re: Self-Serve is disabled

I did that too about an hour ago 🙂