email address is wrong

[deb_1964]

We need help. My daughter and I both have an account with Public. My credit card which is on both accounts expired this week and I have had covid and I missed it. We were suspended today, I went in created an account and changed the expiry date on the card and my account is good. My daughter tried to do the same but her email address is saying it is not valid and when she enters forgot email and puts in her cell she does not get an email back which tells us the person who set up her account made a spelling mistake in her email so she cannot create an account to change the expiry date on the card which means she is still suspended. I have tried putting in a ticket and it simply will not take it, keeps bouncing back with an error but we can't find what is wrong. I need someone in customer service to help us. 

i am entirely frustrated with this process, and need help in the worst way to get my daughter's phone up and running again. Please advise. i am trying to send the ticket from my account but it just send in.

Thank you

Debbie 

[BKNS27 · Accepted solution]

@deb_1964 

Dial 611 on each of your phone to check the status of your account. If you already have an account, you don’t need to create another. Private message a CS_Agent for help to access your account at:

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

Meanwhile, you can purchase a voucher for each account to restore service. Vouchers can be purchased from 7-11, Canadian Tire gas stations, London Drugs, Canadian Superstore, Shell, Shoppers Drugmart, Safeway, Staples and dial 611 and enter the voucher number and pin.

[hTideGnow]

hi @deb_1964 

hope you get well soon, COVID has been around a lot again

did you use the same computer/browser  to update and use the same credit card? Try wait two hours and use Incognito/Private/secret mode on your browser to login and test

if same, please submit ticket with CS agent 

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

[kb_mv]

@deb_1964 Contact customer service at the link below. You (your daughter) will need to prove ownership of the account.

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