Account locked

[EricBilodeau]

Hello,

My girlfriend's phone has not been working since yesterday. After trying to connect to her account it looks like it's locked and may be why the SIM card does not work anymore. We already tried to remove and reinsert the SIM card (Which is detected) but the network still is not working.

[EricBilodeau]

Device status is fine, and no service outage to report. Thanks !

I sent a message to CS_Agent as recommend, i'll wait for the reply. Thanks a lot for your help, really appreciated

[0PX9O4 · Accepted solution]

@EricBilodeau 

Sounds like her service should be active if payment was received just a few days ago. Please send a private message to PM's team to have them restore access to her self serve account, and to also confirm that the service is not interrupted on their end. https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Anonymous]

@EricBilodeau 

Check the Status of Your Device in Canada | DeviceCheck.ca

Check the status of service outages Service Status

[Anonymous]

@EricBilodeau 

close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

and try Forgot your password visit Here link, and enter your email address,

check your email spam,

or you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice Service Team they will help you 100%.

only them will reset for you,

Here’s How To Contact Customer Support Agent,

• send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• 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.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck...

[EricBilodeau]

Last payment was January 6th 2022. No we can't access to self serve account. Even if we try to reset the password, we receive the following : Sorry, you've been locked out. Please contact Public Mobile for help.

[0PX9O4]

@EricBilodeau 

Not sure what you are referring to as "locked". Are you able to access her self serve account? Is the account active? When was the last payment made?