topic Re: Self Serve in Get Support

Self Serve

debskiddlets — Wed, 05 Jan 2022 15:20:18 GMT

Hey

I have never used the self serve since I've been with Public mobile. Although, I have a user name/email I can't access my account to pay my bill this month. I enter my email, press forgot password. It states to contact an Admin. What am I to do...

Thanks Debbie

Re: Self Serve

JoyLuck — Sun, 12 Apr 2020 00:48:32 GMT

Please use the chatbot SIMon to help you solve your issue. If SIMon cannot solve your issue then you have the option to contact a moderator.

Step 1: Choose the ? button at the right bottom corner of this page or choose “Get Help” at the top of the page and then choose the “Chat with SIMon” button.

Step 2: Tell SIMon what the issue is and see if he can find a solution for you.

Step 2: If Simon cannot find a solution then type in “moderator” to connect to a Public Mobile customer service representative.

Step 3: Simon will present you with two choices. Choose “Account-specific question”

Step 4: Then choose “No, I want a human”

Step 5: Create your ticket

Check the sent folder to make sure your ticket was sent (envelope icon, top right) and the inbox for a reply from the moderators.

“To ensure the safety of our team members during the COVID-19 pandemic, our Moderator team is working at reduced levels. During this time, you may experience longer than normal wait times when contacting our Moderator team for help.”

Moderators are available:

Monday to Friday from 8 AM to midnight Eastern time.

Saturday and Sunday from 8 AM to 10 PM Eastern time

Re: Self Serve

gblackma — Sun, 12 Apr 2020 00:53:28 GMT

@debskiddlets Use this link to contact the moderators directly through private message

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

As them for a temporary password.

Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there.
You can also enable email notification to receive a private message notification sent to your email.
Go into your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

Stay safe.

In the meantime use 611 to make your payment( once you know your 4 digit pin):
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

If you don't know your pin, add the funds and allow your cycle renewal date to process the payment.

Re: Self Serve

geopublic — Sun, 12 Apr 2020 01:08:38 GMT

Click here to register your selfserve account.

Re: Self Serve

Naepalm — Sun, 12 Apr 2020 01:16:29 GMT

@debskiddlets wrote:
Hey
I have never used the self serve since I've been with Public mobile. Although, I have a user name/email I can't access my account to pay my bill this month. I enter my email, press forgot password. It states to contact an Admin. What am I to do...
Thanks Debbie

Debbie,

You have been with Public since 2018 and never used self-serve? Cool. To answer your question though you need to go to the help page or click on the bubble in the lower right to talk with Simon and open a ticket with the Mods.

Re: Self Serve

Staliger — Sun, 12 Apr 2020 03:04:42 GMT

@debskiddlets if you need access asap, contact moderators directly through

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

Re: Self Serve

Markosbeyene — Fri, 17 Apr 2020 12:48:31 GMT

In my next anniversary I will stop being your customer and join Freedom because your company is weird because you guys don’t have on call customer service. I have been wasting several hours whenever I want to deal with your company. I was freedom customer for 10 years I was a wind customer. I tried last 16 hours without being successful to top up my calling card from Ding

Re: Self Serve

JoyLuck — Fri, 17 Apr 2020 12:49:03 GMT

@Markosbeyene wrote:

In my next anniversary I will stop being your customer and join Freedom because your company is weird because you guys don’t have on call customer service. I have been wasting several hours whenever I want to deal with your company. I was freedom customer for 10 years I was a wind customer. I tried last 16 hours without being successful to top up my calling card from Ding

Hi, have you tried other options top top up your account including vouchers, credit card, recharge.com, etc. You can always post the issues you are having to this community forum to see if we can assist you in finding a solution. If one cannot be found, you can always contact a moderator (employee of PM) by clicking on the ? in the lower right hand corner of the screen and following the prompts.