topic Re: Changing Account Email Address in Get Support

Re: Changing Account Email Address

VKutuzov — Wed, 05 Jan 2022 22:00:18 GMT

Hi, I want to change e-mail address in my child's account to get online access and payment options.

Previously I tried to create her account with my own email linked with my phone #, but something went wrong. Could you please unlink her phone # (xxx)xxx-xxx from my email xxxxxxxxxxxxxxxxxx@xxxxx.com, so that I could create account for her with another email address. Thank you. Vxxxxxx

Edit by Dunkman: removed personal information

Re: Changing Account Email Address

Triguy — Mon, 25 Jan 2021 18:48:55 GMT

You should delete any personal information by clicking on the three dots. You would need to setup a new account with a new sim and phone number & email.

Re: Changing Account Email Address

VKutuzov — Mon, 25 Jan 2021 18:53:30 GMT

No. My child's accont is working and paid monthly properly. I just want to change payment details and need self-serv access to it. But I can't because email address stored is wrong.

Re: Changing Account Email Address

VKutuzov — Mon, 25 Jan 2021 19:20:47 GMT

I need Self-Serv access to my child's phone # (xxx)xxx-xxxx, but it is currently linked wrongly to my phone's account email.

Please Help,

Thank you,

Vladimir

Edit by Dunkman: removed personal information

Re: Changing Account Email Address

Dunkman — Mon, 25 Jan 2021 19:23:56 GMT

@VKutuzov

You will need to contact moderator to change email address.

To contact moderator via 2 methods:

Ticketing system - faster response time

Click on the blue chat bubble icon on the right lower corner of website to start ticketing process to contact moderator. Type: Contact moderator. Follow the prompts to submit ticket.

2 Send a private message to moderator through the following link :

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

I will start your own thread to gain more visibility. I also edited your personal information.

Re: Changing Account Email Address

VKutuzov — Mon, 25 Jan 2021 19:36:43 GMT

I had already described my problem few times to the bot and moderator but haven't got solution yet. Please advise. Thank you.

Re: Changing Account Email Address

VKutuzov — Mon, 25 Jan 2021 19:40:16 GMT

Should I create a Self-Serv account for my child's phone# again? If so, I still receive:

“The phone number entered is invalid or you may have created your profile already. If you've forgotten your password, please click here.”

Please give me guide lined solution

Re: Changing Account Email Address

JK8 — Mon, 25 Jan 2021 19:40:42 GMT

@VKutuzov wrote:
I had already described my problem few times to the bot and moderator but haven't got solution yet. Please advise. Thank you.

If you have submitted a ticket to the moderator the wait times are up to 48 hours. Keep an eye on the envelope icon in the top right hand corner for a response.

Re: Changing Account Email Address

VKutuzov — Mon, 25 Jan 2021 21:17:19 GMT

How to submit a ticket?

Re: Changing Account Email Address

dabr — Mon, 25 Jan 2021 21:21:24 GMT

@VKutuzov wrote:
How to submit a ticket?

@VKutuzov Follow the directions in the post by @Dunkman

Re: Changing Account Email Address

kb_mv — Mon, 25 Jan 2021 21:21:25 GMT

@VKutuzov wrote:
How to submit a ticket?

@VKutuzov Go back in the thread and read the reply by @Dunkman . The instructions are there.

Re: Changing Account Email Address

darlicious — Mon, 25 Jan 2021 21:39:14 GMT

@VKutuzov

It will be simpler for you to send a private message to the moderators explain in detail your issue with your childs account and your need to access it.

When you send a private message it will help speed up your service request by leaving a detailed message explaining your issue and the info to verify your childs account by including the following information:

Full name and address on account.
Email, phone # and pin #.
Provide your account info as above as well.

If you cannot remember your pin # include at least three of the following:

Date of birth
Last payment, date, amount, type and last 4 digits.
Alternate phone number if any.
Security question and answer.
Plan amount, any add ons or promos on account.
Last 4 digits of sim card.
Any rewards in your account.
Autopay y/n?

By including this info you will save yourself the time of having to answer any extra questions to further identify yourself.The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours. They should be able to verify the account without waiting for a reply from you first and begin to recitify your situation.

If you include the credit card info you wish to be updated you can save yourself some extra steps on a sometimes finicky and frustrating pay system that may make it difficult to add credit card details. If you wish this to be done for you then include the card #, expiry date, CVV/CVC # and the exact name on the card and exact billing address. Once successfully added make a test payment of $1 to make sure it works.

Keep an eye on your private message box (the envelope icon) next to your avatar at the top right corner of your screen for a little bubble to pop up indicating a message from the moderators. Responding promptly will speed up service times.

Re: Changing Account Email Address

VKutuzov — Mon, 25 Jan 2021 23:09:47 GMT

Hi, It's fixed now. There was no problem. Sorry for confusion.

Thank you.