topic Re: Setting up Self-Service in Get Support

Setting up Self-Service

qaedson — Thu, 06 Jan 2022 09:00:28 GMT

How can you set up Self-Service when the phone is with someone who cannot retrieve the authentication text

Re: Setting up Self-Service

softech — Sun, 14 Nov 2021 02:56:47 GMT

@qaedson you can't really.. you need the code from the phone.

You are trying to make a payment?

since you don't have a phone with you, I assume that you cannot do *611 to load voucher either, so Retail Top Up might be something you want to go with :

Instant Top-Up

Instant top-ups are the best way to pay in retail with the flexibility to top-up what you want between $10 to $100 and the simplicity of having it added right to your account without needing a PIN. Simply tell the cashier how much you want topped up and provide them with your phone number. Instant top-ups are currently available at most Canadian Tire Gas, Esso, Gateway Newstands, and MacEwen locations. Contact your local store for details.

If you really need to setup the My Account , you might need to think about what to do. May I know why " someone who cannot retrieve the authentication text" ? any chance to can arrange someone to help? or it is a device issue?

Re: Setting up Self-Service

Anonymous — Sun, 14 Nov 2021 03:00:55 GMT

@qaedson : ...if you _are_ trying to make a payment then you could also use 18554public with a voucher or pre-registered payment card with the 4 digit PIN. If you paid with a payment card at activation and was successful then the card is registered.

Re: Setting up Self-Service

softech — Sun, 14 Nov 2021 03:02:11 GMT

@Anonymous wrote:
@qaedson : ...if you _are_ trying to make a payment then you could also use 18554public with a voucher or pre-registered payment card with the 4 digit PIN. If you paid with a payment card at activation and was successful then the card is registered.

Thanks @Anonymous .. i forgot the 1844 way too..

Re: Setting up Self-Service

HALIMACS — Sun, 14 Nov 2021 03:15:36 GMT

@qaedson

What do you mean, "with someone who cannot retrieve the authentication text"

Why can't they?

Re: Setting up Self-Service

qaedson — Sun, 14 Nov 2021 03:16:41 GMT

I'm not making a payment. I'm trying to set up a self service account. Payments were being automatically from my credit card. I wanted to change the expiry date but couldn't get and alternative method of authentication

Re: Setting up Self-Service

qaedson — Sun, 14 Nov 2021 03:21:58 GMT

The issue is why aren't there alternative methods of confirming authentication

Re: Setting up Self-Service

qaedson — Sun, 14 Nov 2021 03:25:11 GMT

By providing alternative methods of confirming authentication. Example by providing option to use the email on the account to confirm authentication

Re: Setting up Self-Service

HALIMACS — Sun, 14 Nov 2021 03:26:01 GMT

@qaedson

Maybe Public Mobile wants to ensure that the user of the device is not compromised by someone else trying to create a self-serve account to affect their service.

It's unfortunate they couldn't use the e-mail address associated with the account as a separate means of authentication to creating a self-serve.

You could try contacting the Customer Support Agents for assistance:

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select contact Customer Support Agent, then select other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Setting up Self-Service

softech — Sun, 14 Nov 2021 03:35:35 GMT

@qaedson wrote:
By providing alternative methods of confirming authentication. Example by providing option to use the email on the account to confirm authentication

@qaedson

Not at the moment. I believe PM thinks people should have the device with you to create the My Account access.

Remember there is no email associated with the number yet if My Account is not setup, so, using email to authenticate is not safe and using SMS is pretty much the only way to confirm the relationship between the phone and the email to be used for the My Account.

But, it would be nice if the code can be send via a voice call

One more thing to note, if you activate the account online yourself, you would have already setup the My Account credentials. Only people who actually need the phone to create the My Account after activation are those who activated instore.

Re: Setting up Self-Service

HALIMACS — Sun, 14 Nov 2021 03:38:18 GMT

@softech

Is there no e-mail address involved during in-store activations?

I know that self-serve is not setup and has to be completed later by the user, however is there no e-mail address part of that process that gets recorded in PM's systems through the merchant?

(EDIT: I genuinely don't know... always activated myself for those I've brought over to PM)