topic Re: Can't seem to access my account help in Get Support

Can't seem to access my account help

gigachad — Tue, 14 Jun 2022 23:53:46 GMT

I bought a sim card and i'm trying to change the plan can anyone help me

Re: Can't seem to access my account help

hTideGnow — Wed, 15 Jun 2022 00:23:13 GMT

HI @gigachad You still have service with PM ?

If that is the case, you can try to get back into My Account first by using Forgot Password link there

If you cannot reset it that way, open ticket with PM CS agent at : https://publicmobile.ca/chatbot.

Follow this to get to ticket open screen quicker:

start by typing : Contact CS Agent
then Click "Contact Us"
then Click "Other"
finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Can't seem to access my account help

BKNS27 — Wed, 15 Jun 2022 01:22:40 GMT

@gigachad

Could we get more details so we can help you further?
Are you trying to replace your existing SIM?

Or are you trying to port your old number over to PM?

Re: Can't seem to access my account help

gigachad — Wed, 15 Jun 2022 01:25:57 GMT

I purchased the sim at a cellular store. They signed me up for an account but I don't have access to it. Just trying to change a plan. Speaking with a rep right now.

Re: Can't seem to access my account help

BKNS27 — Wed, 15 Jun 2022 01:33:41 GMT

@gigachad

You will need to create a new account. Once you create the account, you will get a text with a security PIN so you can change to any plan you wish.

Just type in your number on this link:

https://www.publicmobile.ca/en/on/get-help/articles/create-a-self-serve-account

Re: Can't seem to access my account help

hTideGnow — Wed, 15 Jun 2022 01:34:10 GMT

HI @gigachad when you activate in store, they usually won't help you with the Self serve setup.

Just go to https://selfserve.publicmobile.ca/ click Create Account on the right, follow the steps and an account would be created minutes.

Re: Can't seem to access my account help

gigachad — Wed, 15 Jun 2022 01:35:28 GMT

That's what happened to me. They gave me the sim and did everything for me. Told me to just plug and play.

Re: Can't seem to access my account help

BKNS27 — Wed, 15 Jun 2022 01:36:12 GMT

@gigachad

PM is an online serve so you need to create a ticket through SIMon Chatbot or private message a CS_Agent on this Community page.

Re: Can't seem to access my account help

BKNS27 — Wed, 15 Jun 2022 02:23:35 GMT

@gigachad

The salesperson didn’t give all the details. You will need to create a Self Serve account if you need to make changes to your plan, CC, lost/stolen SIM etc.

If you upgrading your plan, remember to add the amount of the plan into your account first and make the change on your renewal date (recommended option) or now (you will loss all parts of the current plan since this it is a prepaid plan to the end of your renewal date).

If you are downgrading, you will loss any promotion associated with that plan.