topic Re: Accessing self serve in Get Support

Accessing self serve

Jason70 — Tue, 04 Jan 2022 09:50:08 GMT

I don't recall my password for self serve and I don't have the email address I used when I setup the account. Can I make a new account? My plan just expired and I can't add a credit card over the phone automated dial in feature.

Thanks

Re: Accessing self serve

Anonymous — Fri, 24 Dec 2021 01:56:02 GMT

@Jason70

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%.

and them will reset for you,

Here’s How To Contact Customer Support Agent by Submit a Ticket,

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent, Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
Click here to submit a ticket↗↗.

or you can 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..

Re: Accessing self serve

hTideGnow — Fri, 24 Dec 2021 01:58:45 GMT

Hi @Jason70 , to recover access to My Account, open a ticket with PM, click on the Bubble on the lower right or directly at : https://publicmobile.ca/chatbot
Follow these these to get to ticket open page quicker:

type: Forgot log in information
Click "Contact Us"
Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

Re: Accessing self serve

Anonymous — Fri, 24 Dec 2021 01:58:27 GMT

@Jason70

when you Activate your account you never Create an Account

ok maybe you Need To Create an Account Public Mobile - Register.

Re: Accessing self serve

Jb456 — Fri, 24 Dec 2021 02:00:26 GMT

@Jason70 In the interim while you work with PM to sort your account issues out. Go to a corner store or gas station and purchase a Public Mobile top up voucher. You can add it to your account by dialing 611 to pay your bill.

Re: Accessing self serve

Jason70 — Fri, 24 Dec 2021 02:01:02 GMT

Hi, thanks for the help (-:

I created an account but with my old email. So I've created this community account with a different email address

Re: Accessing self serve

hTideGnow — Fri, 24 Dec 2021 02:02:07 GMT

@Jason70 wrote:
Hi, thanks for the help (-:
I created an account but with my old email. So I've created this community account with a different email address

Hi @Jason70, yes, open a ticket with PM as advised above and PM can update the email address and reset password for you.

Re: Accessing self serve

Anonymous — Fri, 24 Dec 2021 02:04:20 GMT

@Jason70 wrote:
Hi, thanks for the help (-:
I created an account but with my old email. So I've created this community account with a different email address

@Jason70

contact CSA, and told them to put it one email for both site.

or community you can do it by yourself

My settings - Community (publicmobile.ca)

but for your Self-Serve only CSA, can changed.

Re: Accessing self serve

Jason70 — Fri, 24 Dec 2021 02:05:59 GMT

Perfect (-: thanks, I'll contact them

Re: Accessing self serve

hTideGnow — Fri, 24 Dec 2021 02:11:31 GMT

hi @Jason70 , PM support usually reply quick, but since it is a bit late, it is possible they will reply tomorrow. Just keep checking the Community inbox.

Re: Accessing self serve

t_p — Fri, 24 Dec 2021 02:54:12 GMT

@Jason70 wrote:
I don't recall my password for self serve and I don't have the email address I used when I setup the account. Can I make a new account? My plan just expired and I can't add a credit card over the phone automated dial in feature.

Thanks

@Jason70

If you need to get service back in a hurry, the fastest way to add funds to your account is using instant top-up at Canadiantire or Esso gas bars. You just give your number and they 'll add the amount you want to your account. There is a small fee.

Vouchers are also convenient but some are not activated immediately (could take up to 24 hrs) and lately we've heard several complaints about vouchers not accepted by PM payment system.

Re: Accessing self serve

hTideGnow — Fri, 24 Dec 2021 02:57:22 GMT

Hi @Jason70 Although instant top up sounds great, there is a service fee.

I would try voucher, there is no extra charge. If you need voucher, get it from Shell or Shoppers Drug Mart, their vouchers can be used immediately without wait time.

Re: Accessing self serve

esjliv — Fri, 24 Dec 2021 03:35:27 GMT

@Jason70 wrote:
I don't recall my password for self serve and I don't have the email address I used when I setup the account. Can I make a new account? My plan just expired and I can't add a credit card over the phone automated dial in feature.

Thanks

@Jason70 - if your plan has not been expired for over 90 days, then you still have your account and phone number, but you cannot make a NEW account.

Edit:

Can you log into the account with the incorrect email, and try the Forgot your Password option (if you have access to the old email)?

~~Is there an option to reset the password here without accessing that email? I am asking, I am not even quite sure.~~

Other posters have you covered for topping up to get services, and connecting with CSA to get your email and self serve up and running.

Good luck.

Re: Accessing self serve

t_p — Fri, 24 Dec 2021 03:10:39 GMT

@esjliv wrote:
@Jason70 wrote:
I don't recall my password for self serve and I don't have the email address I used when I setup the account. Can I make a new account? My plan just expired and I can't add a credit card over the phone automated dial in feature.

Thanks
@Jason70 - if your plan has not been expired for over 90 days, then you still have your account and phone number, but you cannot make a NEW account.

Can you log into the account with the incorrect email, and try the Forgot your Password option?
Is there an option to reset the password here without accessing that email? I am asking, I am not even quite sure.

@esjliv

You need the correct email address for the Forget password feature to work.

Re: Accessing self serve

esjliv — Fri, 24 Dec 2021 03:28:38 GMT

@t_p wrote:
Can you log into the account with the incorrect email, and try the Forgot your Password option?
Is there an option to reset the password here without accessing that email? I am asking, I am not even quite sure.
@esjliv
You need the correct email address for the Forget password feature to work.

@t_p Thanks 👍

I did end up trying it, to see it another option prompted (like text); but yes, you're right only email option.

Re: Accessing self serve

Jason70 — Fri, 24 Dec 2021 17:37:34 GMT

All figured out (-: thanks everyone for the help!

Re: Accessing self serve

hTideGnow — Fri, 24 Dec 2021 17:55:08 GMT

HI @Jason70 Happy that you are back.

Waht did you do in the end? Just unlock the account or you use the alternate payment methods suggested?