topic Re: self serve in Get Support

self serve

Carlene_52 — Tue, 04 Jan 2022 10:10:03 GMT

trouble singing in to self serve

Re: self serve

Anonymous — Wed, 17 Nov 2021 23:35:57 GMT

@Carlene_52 : So you never created your self-serve account? You'll need to contact the CSA's.

Edit: Please stick with one thread for the same question.

Re: self serve

Anonymous — Wed, 17 Nov 2021 23:39:14 GMT

@Carlene_52

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you need to Change Your SIM Card,

the SIM change functionality has been re-enabled in My Account, now with an additional security step: 2 factor authentication to further protect against SIM card fraud.In order to change the SIM card associated with your account, you must now verify your request through a one-time security code that will be sent via SMS or email.To change your SIM card, please follow the below steps:

Log into your My Account
Go to Plan and Add-Ons > Change SIM Card
Enter your new SIM card number
Select where you would like your 6-digit security verification code to be sent to. You can choose to have the code sent to your email, or via SMS to your phone number. If you do not have access to your phone or cannot receive SMS, please select the email option.
Check your email or phone for your security code, and input the code into the page
Click “Verify Code”

Please note: after 5 failed attempts to verify your security code, your account will be locked, and you will need to have your account unlocked and your SIM card manually updated by an agent by submitting a ticket link,.

Once you have verified your code, click “submit” to complete your SIM card change, and you’re all set!

Re: self serve

Carlene_52 — Wed, 17 Nov 2021 23:43:51 GMT

When i click my account it ask for my number but my phone get lost so i can't receive any text code i need it to sent to my email, what to do.

Re: self serve

Anonymous — Wed, 17 Nov 2021 23:44:45 GMT

@Carlene_52 wrote:
When i click my account it ask for my number but my phone get lost so i can't receive any text code i need it to sent to my email, what to do.

@Carlene_52

yes you can sent to your email,

Re: self serve

Carlene_52 — Wed, 17 Nov 2021 23:45:40 GMT

How please

Re: self serve

Anonymous — Wed, 17 Nov 2021 23:46:45 GMT

@Carlene_52 wrote:
When i click my account it ask for my number but my phone get lost so i can't receive any text code i need it to sent to my email, what to do.

Good grief. Two different threads of the same topic and one is solved?!

Did you create the self-serve account? Did you activate in a store or online yourself?

Re: self serve

Anonymous — Wed, 17 Nov 2021 23:50:46 GMT

@Carlene_52

go sign in to Self-Serve, to review your account,
Go to Plan and Add-Ons > Change SIM Card
Enter your new SIM card number
Select where you would like your 6-digit security verification code to be sent to. You can choose to have the code sent to your email, please select the email option.
Check your email for your security code, and input the code into the page
Click “Verify Code”

Re: self serve

softech — Thu, 18 Nov 2021 00:08:10 GMT

@Carlene_52 in fact you have multiple posts and we are a bit lost.

First of all, can you login to My Account? If you cannot login to My Account, you would not be able to make a Change SIM request.

If you have Never make a Self-Serve My Account login and since you lost your access, maybe you need to open a ticket with PM

HOWEVER, before you do so, you might want to try Forgot Password link and then see if you can put in the correct email address you used and answer the security question.

if you cannot get through there, it might confirm that you never made a Self-Serve account. I guess the only option left is to open a ticket with Private messaging PM Support.

Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there