topic Re: plans in Get Support

plans

marie22 — Wed, 05 Jan 2022 16:57:54 GMT

hi there

so i had 3 plans ( me and my 2 children) running on my card that expired . therefore i was only able to reset my plan and i need assistance in reseting their each individuals plans please. do i need to create an account for both of them and how do i do that if their individual phone as no service right now ?

thank you

Re: plans

mpcdesign — Mon, 18 May 2020 19:46:54 GMT

@marie22, yes you need to create two new accounts for each child but as well have separate email addresses. If you re using Gmail or Yahoo, you could add 001, 002, 002 to the end of your email name too. Or better yet, I created an email address with their names on it for future use as well, so that I can give this to them if they wanted too. Yep, I guess I am a bit controlling for two young babies!

When you say your card expired, are you talking about a credit card? If so, you need to update this card or use a voucher. If you are already with Public Mobile, all three phones are with us, you need to only add funds, and re-activate the current plan in the self-serve.

Re: plans

Triguy — Mon, 18 May 2020 19:47:34 GMT

You can only have one account per email and sim. You could setup accounts for your children under their own names and email as there is no age check but still have your credit card registered.

Re: plans

gblackma — Mon, 18 May 2020 19:58:36 GMT

@marie22 how did you activate the Sims? If you did it online then you would have created self service accounts for them. If you did try logging into their self service accounts now. Stay safe.

If you can't log in or never create a self service accounts for them. Create 2 community accounts with the emails used to create the accounts(either in store or online) . Then use them to contact the moderators. Ask them for temporary passwords to create or log back into their self service accounts. Use this private message link to contact them directly

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

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. Once it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue.
If you need to, you can also enable email notification to receive a private message notification sent to your email. Go to your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

Re: plans

marie22 — Mon, 18 May 2020 19:51:12 GMT

hi their sims where activated at the store when we bought the plans . im not sure if i need to reactivated them again and add my new card ?

Re: plans

kselmak — Mon, 18 May 2020 19:56:59 GMT

@marie22

Do you know what emails were used to activate their sims?

If they have you the printout in the store it may be there.

Those emails also received the receipts for the activation.

If you can't locate them, please contact moderators and let them know which emails you would like to use https://publicmobile.ca.ada.support/chat/

Hint: if you use Gmail for your account like name@gmail.com you can use aliases for their accounts like name+child1@gmail.com and name+child2@gmail.com so that everything will be on your Gmail account

Re: plans

Staliger — Mon, 18 May 2020 19:55:46 GMT

@marie22 if you activate in store, a seller should give you printed info about each account he/she activated. Do you have these papers? They have emails for self-service login.

Re: plans

marie22 — Mon, 18 May 2020 19:55:55 GMT

ok but how do i create an account with a phone that has no service ? do i need to reactivate sim card as well ?

thanks

Re: plans

mpcdesign — Mon, 18 May 2020 20:01:00 GMT

@marie22, if their phones were activated in the store, and their phones are working you are good to go. I would suggest creating a self-serve account to make sure Autopay is turned on with your credit card information unless they have their own methods of payments?

Another question is, who used your referral codes? Because you have two kids, you should have received the $20 bonus referral promotion x2 (two kids = $40) that is happening now + $ 1-month savings per kid ($2 off per month). Did the store use your referral code?

If not, I strongly suggest, you contact the Moderator team, and input that in sooner than later. This already could save you $42. This could save you hundreds of dollars down the road.

To get started, two methods to contact a moderator:

Ticketing system. Ask SIMon. This is the preferred method as it is supposed to be the fastest method on earth!

Click on the question mark on the right lower corner of the website to start the ticketing process to contact the moderator or click on this link, to take you to the SIMon chat. Type: Contact moderator. Follow the prompts to submit a ticket.
Send a private message to moderator through the following link :
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: plans

kselmak — Mon, 18 May 2020 20:06:51 GMT

@marie22

You cannot reactivate it if you don't have access to selfserve. To register selfserve you would need to receive sms, but you indicated that their phones are down. This is why you will need to contact moderators, they will be able to have the selfserve going for you, then you can ad your credit card to each account.

Again the moderators can be reached here https://publicmobile.ca.ada.support/chat/

Re: plans

Staliger — Mon, 18 May 2020 20:09:31 GMT

@marie22 as you don't access to your kids' accounts online and can't create them, you need to contact mods as was advised previously. Faster and easier is though direct message. They will respond within 48 hours.

Re: plans

gblackma — Mon, 18 May 2020 20:12:59 GMT

@marie22 you have to contact the moderators. Since their accounts are suspended. Another option would be to either buy vouchers or use a service such as recharge.com or xoom.com for a fee and pay to reactivate their accounts through 611 or 1 855 4public from another phone. Vouchers can be bought from these places

Here's a link on how to use 611 https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352/highlight/true#M20315

And Using 611 to make your payment: ( you dont need your 4 digit pin either way.)
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.

4. Restart your phone.

Once their accounts are reactivated go here to activate their self service accounts https://selfserve.publicmobile.ca/self-registration/

Re: plans

brettster99 — Mon, 18 May 2020 20:14:28 GMT

@marie22

You don't need a phone service or an active sim to create an account. All you need is a computer with an internet connection to do this. Once you have the papers with the email associated with the accounts put that in and click on forget password.

Once you reset the password with the email's on the paper they should have given you you will be able to login to the account and put your card on file on both accounts.

Next thing is while in the account change the email address to an allise like what @gblackma @Staliger @mpcdesign have said that you can get the emails to avoid future problems like this

Re: plans

Naepalm — Mon, 18 May 2020 20:20:31 GMT

@marie22

contact the moderators through this link and say payment issue or credit card issuer. Then click more tips twice, then contact a moderator.

https://publicmobile.ca.ada.support/chat/

Re: plans

marie22 — Mon, 18 May 2020 20:48:59 GMT

ok i am completely lost. i need a step by step process please. i tried to set up an account and enter my sons sim card and it says invalid sim card.

Re: plans

Triguy — Mon, 18 May 2020 20:52:26 GMT

Follow the steps at this link.

https://activate.publicmobile.ca/

Re: plans

brettster99 — Mon, 18 May 2020 20:53:00 GMT

@marie22

@gblackma @Naepalm

Can you guys help out with a step by step guide

Re: plans

gblackma — Mon, 18 May 2020 20:53:45 GMT

@marie22 so the phones are active now? Thanks.

Re: plans

kselmak — Mon, 18 May 2020 20:56:38 GMT

@marie22

You can activate sim only once.

You indicated it was already activated but you didn't have access to its selfserve.

You also indicated that the services stopped (since you didn't update your payment info)

You need to contact moderators (call it your account for your child) and ask them to give you access to it's selfserve to update the payment. They will ask you to price you are the owner, questions about the info on the account a the recent activities.

You can contact moderators through Simon, ask for human

https://publicmobile.ca.ada.support/chat/

Re: plans

Naepalm — Mon, 18 May 2020 21:01:32 GMT

@marie22

ok if its not a credit card issue and you need access you will news to contact the moderators.

Step 1: click on this link

https://publicmobile.ca.ada.support/chat/

Step 2: type in Can not access account

Step 3: Forgot security questions

Step 4: Contact a moderator

Step 5: Submit a ticket