topic Re: How do I change email address? in Get Support

How do I change email address?

angela2021 — Thu, 06 Jan 2022 08:34:26 GMT

My current public mobile email address will be deleted. How do I change my email address?

Re: How do I change email address?

Quigley — Thu, 21 Oct 2021 03:58:51 GMT

@angela2021

Use the chat bubble at the page bottom right corner to get a ticket for help with that from a CSA.

Only a CSA with PM can change that for you.

Edit...

After you have that email address on your selfservice account changed don't forget to change the email address on your community forum account to your new address, so get your rewards linked to your selfservice account. If that's important to you.

Re: How do I change email address?

angela2021 — Thu, 21 Oct 2021 03:57:25 GMT

What do I ask for the chatbot to create a ticket?

Re: How do I change email address?

ShawnC13 — Thu, 21 Oct 2021 03:59:29 GMT

@angela2021 wrote:
What do I ask for the chatbot to create a ticket?

@angela2021, just type in change email. It will then ask if you want to do the community one or the self-serve one

Re: How do I change email address?

darlicious — Thu, 21 Oct 2021 04:12:00 GMT

@angela2021

If Simple--Simon is too stupid you can send a private message with "change account email" in the subject line. Either way the CSA will have you verify you are the account holder then will ask you 4 questions of which you need to answer 3 of them correctly in order to change the email address. They will likely be ones on the list below....

Send a private message... Contact the CSA's (formerly moderators) by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:

Full name and address on pm account. ( Or province and postal code for newer accounts.)
Email, phone # and pin #.

If you cannot remember your pin # include at least three ( if they apply)of the following:

Date of birth (n/a on newer accounts.)
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?
Account #.
Frequently called/texted phone numbers in the last 30 days.

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the CSA's (formerly moderators.) Responding promptly will speed up service times.

Do not post any of this info in the community only in your private messages when communicating or contacting the CSA/Moderator_Team.

To send a private message to the CSA's (formerly moderators) click below
: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: How do I change email address?

CountyDownIeUk — Thu, 21 Oct 2021 05:03:10 GMT

@angela2021 wrote:
My current public mobile email address will be deleted. How do I change my email address?

I have tried the chatbot and find it frustrating to useless.

I have been using this link for the past year very successfully for legit issues and yours is legit so try this.

Re: How do I change email address?

cbx4evr — Thu, 21 Oct 2021 14:03:40 GMT

It’s a bit of a hassle to change emails but following the directions from @darlicious will get you there.

I don’t know why we can’t change emails in My Profile, can change everything else. Likely a security issue.

Re: How do I change email address?

Anonymous — Thu, 21 Oct 2021 16:29:11 GMT

@angela2021

you need to Contact Customer Support Agent by CS_Agent ,and Explain your issue to
they can solve your issue, they are nice Service Team they will help you 100%.

and them will change for you,

Here’s How To Contact Customer Support Agent by CS_Agent,

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 CSA,Click Here link,

or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
You’ll need to be logged in to your Community account for the link to work.

please include in your message,
your account number,
your phone number,
your account 4 digit pin,

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
Check your private message inbox (click on the envelope top right of your screen)

Good Luck....

Re: How do I change email address?

ShawnC13 — Thu, 21 Oct 2021 18:37:17 GMT

I understand that some people get frustrated with the Chatbot but this was a very simple task that would have raised a trouble ticket in 3 clicks or so. The chatbot is not going away anytime soon so trying to avoid doesn't help anyone. PM can track the data that is collected and find out what issues are more common and occurring more often. With private messaging directly I can't see how the data is being collected the same way. The CSA's probably aren't logging the issues they deal with due to volume.

I used this case and was quickly able to get to raise a ticket with the CSA within probably 30 seconds.

Re: How do I change email address?

Meow — Thu, 21 Oct 2021 19:00:28 GMT

@ShawnC13 wrote:
With private messaging directly I can't see how the data is being collected the same way. The CSA's probably aren't logging the issues they deal with due to volume.

Creating a ticket is always more desirable than sending email directly to CSA mailbox.

Ticket can be tracked and referred to while email is just another email which might get lost among all other emails.

Put yourself into CSA shoes:

Which inquiry will be answered properly and in a timely base?

- I send you guys email regarding, blah, blah, blah.

- Or I have a ticket #123, could you please provide an update?

Re: How do I change email address?

darlicious — Thu, 21 Oct 2021 21:44:05 GMT

@ShawnC13

Since I was forced to interact with Simple--Simon when my private messaging was not working and with a working knowledge of what to type it still took me 8 minutes to submit a support ticket thru Simple--Simon. While I agree that being able to gather data to improve support and pm services thru the use of the ticketing system is very important customer satisfaction to easily access customer support is also paramount to keep pm customers loyal and happy with their mobile service.

Any one like myself who is not tech savvy or easily frustrated if given a much more traditional way of contact that still provides good customer service should always be given that option. Simple--Simon can't track the pissed off customers that just gave up and took their services elsewhere.

Re: How do I change email address?

ShawnC13 — Thu, 21 Oct 2021 21:51:09 GMT

@darlicious,while I understand the frustration the answer to contact CSA is something we are seeing everywhere. In this case it was very simple to do. Type in change email and then you were asked whether it was community or self serve. Once I got drive serve it told me I needed a trouble ticket and CSA and prompted me to start a ticket. Like I said it was 30 seconds or less.

Many people get on the the case of members who post contact CSA on almost every thread, when there are other fixes. This was one of those cases where it didn't need to be said and the chatbot does what it should