topic Re: Can't Access Self Serve in Get Support

Can't Access Self Serve

fast1fred — Tue, 04 Jan 2022 17:59:14 GMT

I just activated my SIM today, and attempted to pay for a 3 month plan with my credit card. For some reason, the payment didn't go through, but I did get the verification e-mail, which I clicked to verify.

Now when I go to the self serve page, I can't log in. I get the error "Sorry, your login attempt failed. Please try again."

When I click the Forgot Password link, I get the error "Sorry, we’re unable to verify your email address."

If I try to create account and enter my new phone number (it was not ported), I get the error message "The phone number entered is invalid or you may have created your profile already. If you've forgotten your password, please click here".

If I try to do the account setup again (Activate SIM), I get an "Invalid SIM" error at the top.

Re: Can't Access Self Serve

imm1304 — Fri, 19 Aug 2016 21:05:11 GMT

Hi @fast1fred!

Welcome to PM!

Sorry to hear that there is trouble with your new activation.

I will alert our super helpful moderator @Mary_M to help you get going with the account.

Re: Can't Access Self Serve

Mary_M — Fri, 19 Aug 2016 21:09:03 GMT

Hey @fast1fred

Welcome to Public Mobile!

Sorry to hear that you came across some trouble activating, but I can most definitely look into it.

Can you please private message me your SIM card number ?

Thanks,

Mary

Re: Can't Access Self Serve

fast1fred — Fri, 19 Aug 2016 21:12:05 GMT

Thank you. I've just sent you a private message with my SIM #.

Re: Can't Access Self Serve

Mary_M — Fri, 19 Aug 2016 21:16:54 GMT

Got it, everything is now fixed 😃 @fast1fred

Re: Can't Access Self Serve

imm1304 — Fri, 19 Aug 2016 21:18:27 GMT

Thanks @Mary_M for the amazingly quick solution. You're awesome.

Re: Can't Access Self Serve

fast1fred — Fri, 19 Aug 2016 21:47:24 GMT

Thanks for the very speedy response. It's all working now.

Re: Can't Access Self Serve

teresaszet — Sat, 10 Sep 2016 22:07:45 GMT

Hi,

I am also new to Public mobile and am experiencing the same issue.I just activated my sim card, paid for my new plan and verified my email. I noticed in my payment that the next payment renewal date is Oct 1, 2016 which is not correct as I am on a 90-day plan. I went to the self-serve account to tr to fix this howevery it says that my email is invalid. @Mary_M, would you be able to help me on both these issues? The next auto-payment date should be in December.

Thanks.

Re: Can't Access Self Serve

Shazia_K — Sun, 11 Sep 2016 13:56:03 GMT

Hey @teresaszet,

I'm sorry about this, Mary is not in the office today but I'd be glad to assist you in this matter.

Can you please send me a private message with your Public Mobile phone number?

Thanks,

Shazia

Re: Can't Access Self Serve

rocktext — Fri, 04 Nov 2016 23:28:08 GMT

Hello, just signed on to PM and ran to the exact same issue... got verification email, wrong payment date, unable to access self-serve, talk and internet not working on phone. Thanks in advance for the help!

Re: Can't Access Self Serve

silentwords — Sat, 05 Nov 2016 01:55:16 GMT

Same issue here since 2 days ago. Just messaged Mary my SIM #, but if another moderator is on, please hop in!

Re: Can't Access Self Serve

rocktext — Sun, 13 Nov 2016 20:22:25 GMT

Hi all, I just wanted to follow up with everyone... despite the delay and uncertainty in activating my account last week, I am happy to report that my phone is working. Mary manually activated. I then was able to port my Koodo number using the instructions within the community and within 10 minutes, my number was ported.

I also just activated and ported from Koodo a second number and everything ran smoothly.

Finally, some phones require that the APN settings be changed manually when your data isn't working upon activation, so you can also find instructions in the community.

It was worth the wait. 🙂

Re: Can't Access Self Serve

KL — Sun, 13 Nov 2016 22:12:49 GMT

When i try to login says my email and password fails and my email address does no exist when i submit forget password. I've recieved email from PM that i have been charged... sent email for help and no response. This needs to be fixed!!

Re: Can't Access Self Serve

razakanjee — Mon, 14 Nov 2016 20:12:08 GMT

I was activating my SIM and Plan on the website and the session froze.

I waited for a while and I close the session and tried to start the process again and it seems that it would no longer take my SIM.

I can't log into my self serve account as it says it can't recognize me. I tried to reregister with my number and it says that I am already registered.

Not sure how I can proceed further.

Thanks

Raza

Re: Can't Access Self Serve

Mary_M — Fri, 18 Nov 2016 21:24:58 GMT

Hey @razakanjee and @KL,@KL,

If you require assistance, and haven't done so already, please send a private message to one of the mods (including myself) with the required information. If you already have, kindly disregard this

Mary

Re: Can't Access Self Serve

razakanjee — Sat, 19 Nov 2016 00:43:23 GMT

@Mary_M

Private message sent.

Re: Can't Access Self Serve

MNKate5 — Thu, 01 Dec 2016 00:11:33 GMT

Please help me
I am having an exactly Same problem

Re: Can't Access Self Serve

imm1304 — Thu, 01 Dec 2016 00:19:53 GMT

Hi @MNKate5!

Did you send a private message to Mary yet?

Be sure to include your public mobile phone number.

Re: Can't Access Self Serve

MNKate5 — Thu, 01 Dec 2016 02:31:16 GMT

Hi Mary_M
Could you please help me to solve my self serve service problem? Thank you

Re: Can't Access Self Serve

Tony_T — Mon, 12 Dec 2016 20:48:23 GMT

HI @MNKate5

Please do not hesitate to go through here to register for your self-serve account: https://selfserve.publicmobile.ca/self-registration/

Thank you