topic Re: Retrieve login Info for activating new sim card in Get Support

Retrieve login Info for activating new sim card

Techsmart — Wed, 05 Jan 2022 16:52:21 GMT

Hello

I have 4 phones with Public Mobile which confuses me sometimes when trying to keep track of different emails and login info. One of the phones was lost on a jobsite a few months ago. I tried getting a new sim and setting it up on the website but could not remember the correct login info and couldn't find my records. I'm good with my other three phones but not this one. I let it go for awhile as we didn't need the phone as business slowed down. Now I need this # in operation for our customers and need to know how I can get my login info. Also not sure if the # is expired as I think we haven't paid for three months. I did try calling the # and was able to leave a voicemail.

Thanks, Ross S

Re: Retrieve login Info for activating new sim card

gblackma — Fri, 08 May 2020 17:35:59 GMT

@Techsmart if its been dormant for over 90 days Then the account is closed and you have to start over with a new SIM and email address. Stay safe

Here's 4 articles on activation and porting and the Refer a friend reward if required:

1. What you require to activate https://www.publicmobile.ca/en/bc/get-help/articles/what-you-need-to-activate
2.How to activate https://www.publicmobile.ca/en/bc/get-help/articles/activation-account-set-up
3.How to port https://www.publicmobile.ca/en/bc/get-help/articles/choose-your-phone-number
4. Refer a friend https://www.publicmobile.ca/en/on/get-help/articles/the-refer-a-friend-reward

Re: Retrieve login Info for activating new sim card

JoyLuck — Fri, 08 May 2020 17:37:33 GMT

If number not expired. 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 3: If Simon cannot find a solution then type in “moderator” to connect to a Public Mobile customer service representative.

Step 4: Simon will present you with two choices. Choose “Account-specific question”.

Step 5: Then choose “No, I want a human”.

Step 6: 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.

Re: Retrieve login Info for activating new sim card

Naepalm — Fri, 08 May 2020 17:36:32 GMT

@Techsmart wrote:
Hello

I have 4 phones with Public Mobile which confuses me sometimes when trying to keep track of different emails and login info. One of the phones was lost on a jobsite a few months ago. I tried getting a new sim and setting it up on the website but could not remember the correct login info and couldn't find my records. I'm good with my other three phones but not this one. I let it go for awhile as we didn't need the phone as business slowed down. Now I need this # in operation for our customers and need to know how I can get my login info. Also not sure if the # is expired as I think we haven't paid for three months. I did try calling the # and was able to leave a voicemail.
Thanks, Ross S

Ross,

Best bet is to try and contact the moderators. They can figure out the login from the number if you are able to provide info on the account. Contact them directly through this link:

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

Have a great day!

Re: Retrieve login Info for activating new sim card

hairbag1 — Fri, 08 May 2020 17:40:20 GMT

@Techsmart wrote:
Hello

I have 4 phones with Public Mobile which confuses me sometimes when trying to keep track of different emails and login info. One of the phones was lost on a jobsite a few months ago. I tried getting a new sim and setting it up on the website but could not remember the correct login info and couldn't find my records. I'm good with my other three phones but not this one. I let it go for awhile as we didn't need the phone as business slowed down. Now I need this # in operation for our customers and need to know how I can get my login info. Also not sure if the # is expired as I think we haven't paid for three months. I did try calling the # and was able to leave a voicemail.
Thanks, Ross S

Kinda confusing but...is that phone still lost ? If you remember the number of the lost phone, call 611 to get account status. The number will be lost for good if it's been more than 90 days since that plan expired. You'd need a new sim and start a new account with a different email address.

Re: Retrieve login Info for activating new sim card

dabr — Fri, 08 May 2020 17:46:08 GMT

@Techsmart wrote:
Hello

I have 4 phones with Public Mobile which confuses me sometimes when trying to keep track of different emails and login info. One of the phones was lost on a jobsite a few months ago. I tried getting a new sim and setting it up on the website but could not remember the correct login info and couldn't find my records. I'm good with my other three phones but not this one. I let it go for awhile as we didn't need the phone as business slowed down. Now I need this # in operation for our customers and need to know how I can get my login info. Also not sure if the # is expired as I think we haven't paid for three months. I did try calling the # and was able to leave a voicemail.
Thanks, Ross S

@Techsmart Sounds like you have lost your number and account, as already mentioned, if it's been longer than 90 days. There's an outside chance that the number may still be available because IIRC deactivated numbers stay unassigned for perhaps 90 days before they get put into the pool of available numbers, that is, of course, if the number was originally issued from either Telus, Koodo or PM. if from another provider then it will go back to that carrier and would be unavailable.

Re: Retrieve login Info for activating new sim card

Techsmart — Fri, 08 May 2020 17:46:59 GMT

Thanks for the quick reply.

How do I know if its been over the 90 days. I don't even know what the top up date is. If it is expired and I need to start over with new sim card and email can I keep the same #. This is our main business # and is printed on all our website, business cards and advertising.

Re: Retrieve login Info for activating new sim card

hairbag1 — Fri, 08 May 2020 17:48:55 GMT

@Techsmart wrote:
Thanks for the quick reply.
How do I know if its been over the 90 days. I don't even know what the top up date is. If it is expired and I need to start over with new sim card and email can I keep the same #. This is our main business # and is printed on all our website, business cards and advertising.

Then dial 611 to see if that number is still active.

Re: Retrieve login Info for activating new sim card

ShawnC13 — Fri, 08 May 2020 17:49:58 GMT

@gblackma wrote:
@Techsmart if its been dormant for over 90 days Then the account is closed and you have to start over with a new SIM and email address. Stay safe

Here's 4 articles on activation and porting and the Refer a friend reward if required:
1. What you require to activate https://www.publicmobile.ca/en/bc/get-help/articles/what-you-need-to-activate
2.How to activate https://www.publicmobile.ca/en/bc/get-help/articles/activation-account-set-up
3.How to port https://www.publicmobile.ca/en/bc/get-help/articles/choose-your-phone-number
4. Refer a friend https://www.publicmobile.ca/en/on/get-help/articles/the-refer-a-friend-reward

@gblackma , I hope you can take this as a constructive comment, as you usually offer great advice. But this Macro or cut and paste you are using here doesn't help this person out at all. As they are a customer with 4 lines I am sure they know about and have no requirement for the articles. They will need to contact Moderators to get this sorted out to help look into their line that they lost the phone for.

Re: Retrieve login Info for activating new sim card

dabr — Fri, 08 May 2020 17:51:00 GMT

@Techsmart wrote:
Thanks for the quick reply.
How do I know if its been over the 90 days. I don't even know what the top up date is. If it is expired and I need to start over with new sim card and email can I keep the same #. This is our main business # and is printed on all our website, business cards and advertising.

@Techsmart Try dialing the number, if someone answers then it's gone.

Re: Retrieve login Info for activating new sim card

ShawnC13 — Fri, 08 May 2020 17:53:17 GMT

@Techsmart wrote:
Hello

I have 4 phones with Public Mobile which confuses me sometimes when trying to keep track of different emails and login info. One of the phones was lost on a jobsite a few months ago. I tried getting a new sim and setting it up on the website but could not remember the correct login info and couldn't find my records. I'm good with my other three phones but not this one. I let it go for awhile as we didn't need the phone as business slowed down. Now I need this # in operation for our customers and need to know how I can get my login info. Also not sure if the # is expired as I think we haven't paid for three months. I did try calling the # and was able to leave a voicemail.
Thanks, Ross S

@Techsmart , I would contact the moderators so they can look into this for you. You will need to answer some verification questions to ensure ownership of the line as you won't be able to receive a text. If this is the mainline for your business and on your website and business cards not sure why you would have let it go for a couple of months that could be why you have slowed down lol. I hope things are picking up for you.

To contact the moderators you need to click on the "?" in the bottom right-hand corner of the screen. This will take you to SIMon the chatbot and there you will follow the prompts to raise a trouble ticket.

Community Moderators are available from Monday-Friday 8 am(Eastern) to 12 am(Eastern) and Saturday, and Sunday from 8 am(Eastern) to 10 pm(Eastern)

More info on moderators

Re: Retrieve login Info for activating new sim card

Techsmart — Fri, 08 May 2020 17:55:43 GMT

It went straight to voicemail. There was no recording as I don't think we made one. Just automated message

Re: Retrieve login Info for activating new sim card

dabr — Fri, 08 May 2020 17:59:31 GMT

@Techsmart wrote:
It went straight to voicemail. There was no recording as I don't think we made one. Just automated message

What happens when you dial 611, does it give an option to make a payment?

Re: Retrieve login Info for activating new sim card

geopublic — Fri, 08 May 2020 18:01:23 GMT

@Techsmart wrote:
It went straight to voicemail. There was no recording as I don't think we made one. Just automated message

@Techsmart If you remember the PIN then call 1-855-4PUBLIC enter the phone number to get the status of your account and the renewal date. If it is suspended then you will be able to re-activate it.

Re: Retrieve login Info for activating new sim card

Techsmart — Fri, 08 May 2020 18:03:02 GMT

Phone is still lost. Cant use 611.

Re: Retrieve login Info for activating new sim card

Techsmart — Fri, 08 May 2020 18:03:56 GMT

Phone is lost. Cant use 611

Re: Retrieve login Info for activating new sim card

dabr — Fri, 08 May 2020 23:54:16 GMT

@Techsmart wrote:
Phone is lost. Cant use 611

@Techsmart ~~Sounds like you'll have to start with a new SIM/number/account and a different email from what you have already used for the lost account and your other accounts.~~ Edit: sorry misunderstood and it's not applicable for a SIM change.

People suggest to use email alias' for multiple accounts, also you can use the same password to login for all the accounts to make it a little easier for you.

Edit: @Techsmart Get in touch with the moderators as suggested earlier, because PM allowed another user to re-use the same SIM (according to the user) to open a new account even though he lost his number, account and all the rewards associated with the lost account because he was unable to make a payment during the 90 day suspension period.

Re: Retrieve login Info for activating new sim card

Techsmart — Fri, 08 May 2020 18:14:29 GMT

My Friend, you are amazing! I typed in the # and it told me that the account is suspended. Then gave me an option to make a payment. Will it ask me for pin# when I try to make the payment? Hope not as I'm not sure if I remember it correctly or not. Also I have to get a new sim card, how will I activate it online if I have lost my login info.

Thanks for your help,

Re: Retrieve login Info for activating new sim card

dabr — Fri, 08 May 2020 18:16:28 GMT

@Techsmart wrote:
My Friend, you are amazing! I typed in the # and it told me that the account is suspended. Then gave me an option to make a payment. Will it ask me for pin# when I try to make the payment? Hope not as I'm not sure if I remember it correctly or not. Also I have to get a new sim card, how will I activate it online if I have lost my login info.
Thanks for your help,

If you have a CC registered, then you won't need a PIN for payment purposes, but otherwise buy a voucher from the many retailers, convenience and gas stores to make a payment via 611.

Re: Retrieve login Info for activating new sim card

dabr — Fri, 08 May 2020 18:19:41 GMT

@Techsmart Just a heads up, just so that everyone knows who's post you are responding to just use @key when typing your response and it will bring up a drop down list of users on this thread. It makes it a little easier to follow the conversation 😊