topic Re: Auntie Locked Out of Account in Get Support

Auntie Locked Out of Account

WarioWVF — Sat, 18 Jun 2022 21:08:21 GMT

Hello, I'm helping my auntie. She uses Public Mobile. Her credit card expired and account service has stopped, understandably. However, the email for that account is an old shaw.ca one that she also no longer has access. She wants to update her payment info to resume service. Is it possible to change her email or what is the best route to resolve this. Many thanks!

Re: Auntie Locked Out of Account

dust2dust — Sat, 18 Jun 2022 21:13:30 GMT

Unless you (she) has forgotten the password, the email address is just a login id. It doesn't need to be a working address. If you've forgotten the password then no you'd need the support people to change the login.

How long ago was the last payment?

Re: Auntie Locked Out of Account

hTideGnow — Sat, 18 Jun 2022 21:20:36 GMT

Hi @WarioWVF

start with Forgot Password link there

if you are unable to reset via Forgot Password help there, open a ticket with PM Support and they can look it up and reset password for you

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

First type: "Forgot log in information"
Then Click "Contact Us"
Finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

Once 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: Auntie Locked Out of Account

esjliv — Sat, 18 Jun 2022 21:56:37 GMT

@hTideGnow wrote:
start with Forgot Password link there

@hTideGnow OP has no access to old email..that is where the password reset goes to. 😀

@WarioWVF - to reactivate services vouchers can be purchased.

See some options here:

https://www.publicmobile.ca/en/on/get-help/articles?q=voucher

Re: Auntie Locked Out of Account

hTideGnow — Sat, 18 Jun 2022 22:00:54 GMT

Hi @esjliv oops and thanks.

I guess message CS Agent to change email as well then

Re: Auntie Locked Out of Account

WarioWVF — Sat, 18 Jun 2022 22:12:28 GMT

Thank you everyone for your prompt responses. Very much appreciated!

Yes, unfortunately we don't know the password to the Public Mobile account and can't recover the password due to it being associated with an old expired account.

Her last payment was just last month, so quite recent, so hopefully should make it easier to sort this out. We'll reach out to the CS agent via ticket submission via the ChatBot link.

Again our thanks!

Re: Auntie Locked Out of Account

CountyDownIeUk — Sat, 18 Jun 2022 22:49:24 GMT

@esjliv

For login purposes the Shaw email should still work to log in to My Account. But would recommend to change it to a non Shaw or non Telus email.

Re: Auntie Locked Out of Account

WarioWVF — Sat, 18 Jun 2022 22:53:17 GMT

Indeed, but unfortunately can't access to update the email at the moment. Contacted support though so hopefully they can reset it for us.
Thank you

Re: Auntie Locked Out of Account

WarioWVF — Sat, 18 Jun 2022 23:29:54 GMT

Thanks everyone - Customer Support was able to get us access to resolve this.

Re: Auntie Locked Out of Account

hairbag1 — Sun, 19 Jun 2022 00:06:18 GMT

For now...consider getting payment vouchers at retail stores like Shell Gas or Walmart. Then add them to her account by dialing 611 from her phone. Then deal with password issue with help from CSA.