topic Re: Account setup error in Get Support

Account setup error

BarSpe — Mon, 30 May 2022 18:22:13 GMT

How do I get my account email corrected? The girl at Walmart spelled it wrong and they said there is nothing they can do and no one they can contact. Plus I purchased an unlimited plan and it it says I’ve run out of minutes. So frustrated. Need help. What do I do next?

Re: Account setup error

dabr — Mon, 30 May 2022 18:25:13 GMT

@BarSpe You'll need to submit a ticket to customer support via chatbot and ask them to change the email address. Here's a link to chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Second option if unable to submit a ticket, is to send a private message to CS_Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Account setup error

darlicious — Mon, 30 May 2022 18:33:09 GMT

@BarSpe

For your calling problem reboot your phone and then manually dial a frequently called phone number with thd (1) in front. This is a common glitch for new customers it gets less common the longer you are a customer.

Contact customer support to fix the email....do you know the error made? If so you can login with the mistaken email in the meantime.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here

Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.

Re: Account setup error

dabr — Mon, 30 May 2022 18:35:03 GMT

@BarSpe Sorry, I missed the second part of your question about the minutes, so to clarify you are on the $25 plan and not $15 with limited 100 outgoing mins?

Try adding a 1 in front of all your calling numbers. Also sometimes there's a automated message heard that you've ran out of minutes but your call should still complete.

Re: Account setup error

hTideGnow — Mon, 30 May 2022 18:55:38 GMT

HI @BarSpe if you still have the problem about running out of minute, try to reboot your phone and it should fix it

Re: Account setup error

BKNS27 — Mon, 30 May 2022 19:21:39 GMT

@BarSpe

As noted by others, you will need to contact a CS_Agent to have your email changed.

You can login to your account under View My Usage to review all your outgoing calls.

Did you purchase a $15/month plan with unlimited texting, incoming calls and 100 minute outgoing calls?

If it is the $15 plan, use the unlimited texting to all your friends and family to call you with the unlimited incoming calls.

Re: Account setup error

BarSpe — Mon, 30 May 2022 19:23:43 GMT

No. I did the $35 plan. Seemed to be something wrong on the back end. They had me turn of my phone for 2 minutes and then outgoing calls were working again.

Re: Account setup error

BKNS27 — Mon, 30 May 2022 19:46:38 GMT

@BarSpe

Great it is working for you now by rebooting your phone. It happens with backend problems.

Re: Account setup error

JL9 — Mon, 30 May 2022 21:47:05 GMT

This happens to a lot of customers, the good news is that is a relatively painless process the CSA can fix quite quickly