topic Incorrect account number in Get Support

Incorrect account number

geliemaeeviota — Tue, 29 Mar 2022 17:00:52 GMT

Hi everyone! I have my colleague just join the public mobile as I referred him to, however when he did the porting yesterday at a store in Walmart it wasn't successful because of the incorrect account number. He was instructed to wait for the call from public, until now there isn't. Do you have any idea how long does it take? Also, because of the issue happened yesterday he wasn't sure if the agent applied my referral code or not.

Thank you for your time!

Re: Incorrect account number

CountyDownIeUk — Tue, 29 Mar 2022 17:05:46 GMT

He will receive a text from his original carrier to authorize the port to PM. So needs to leave his old sim in phone.

Walmart is not recommended to use to start a PM account. 🙁

Re: Incorrect account number

Yummy — Tue, 29 Mar 2022 17:07:55 GMT

I doubt anybody from PM will call him.

It is usually bad idea to port during opening account especially at retail store. Anyway, what is done is done.

Does his PM service work? Calls/SMS/Internet? Did he open self-serving account? If yes, what his account says? Active?

If referral code is not applied at account opening, not a big deal. Let him contact agent and they will apply it.

Send a private message to the CSA - agent by clicking Here

But lets first figure out if he has service...

Re: Incorrect account number

JL9 — Tue, 29 Mar 2022 18:19:28 GMT

The porting text may have to be reinitiated as he only has 90 mins to respond yes once he receives it

Re: Incorrect account number

dabr — Tue, 29 Mar 2022 18:59:08 GMT

@geliemaeeviota If he missed the text from his previous carrier to authorize the transfer of his number, then he can call the Telus porting # which I'll send you via private message (check your community inbox) and they will be able to request another authorization text be sent so it's important to keep the old SIM in his phone so that he can respond with a YES to that text.

Re: Incorrect account number

esjliv — Thu, 31 Mar 2022 10:43:41 GMT

@geliemaeeviota

Hopefully, your friend was able to complete the port by contacting the telus porting phone number provided by @dabr .

If your friend is still having issues have them contact CSA to correct the information and proceed with the port from the previous provider. Make sure your friend does not cancel the previous account, or it will disrupt the porting process.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 - Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

2 – Slower - Use this link to:

Contact Public Mobile Representatives (CSA) by submitting a message(ticket) to them here:

Private Message to Public Mobile Customer Support Agents (CSA)

You will know if your referral code was used if you see your friend's last 4 digits of their phone number under your Refer a Friend's section, found here: https://publicmobile.ca/en/on/myrewards/dashboard

If you do not see their phone number listed, they your friend will need to submit a ticket with CSA (by either method above) and provide them your referral code to tell them the code was missing during the store activation.

Re: Incorrect account number

geliemaeeviota — Thu, 31 Mar 2022 15:01:54 GMT

Thank you for this! I will let him know about this. 😊

Re: Incorrect account number

geliemaeeviota — Thu, 31 Mar 2022 15:04:11 GMT

Thank you for your response. I will let him know to contact an agent as well as to remind him to create an account. 😊

Re: Incorrect account number

dabr — Thu, 31 Mar 2022 18:32:24 GMT

@geliemaeeviota Just a heads up that your friend must still have an active account with the previous provider in order for PM (Telus Porting Dept) to request another porting authorization text from them.