topic Re: account question in Get Support

account question

sum1 — Wed, 27 Jul 2022 20:33:12 GMT

so i have been able to log in in over a week due to internet issues and website issues and i believe my acct was de activated any way to check?

Re: account question

sum1 — Wed, 27 Jul 2022 20:34:10 GMT

replyin to self... should read have not been able to log in

Re: account question

NDesai — Wed, 27 Jul 2022 20:38:01 GMT

@sum1 Do you get any error message? Are you correctly entering your email and password? If yes, it should take you to the verification page and you can use E-Mail verification method. Try using incognito/private browsing mode.

Re: account question

sum1 — Wed, 27 Jul 2022 20:54:52 GMT

between my internet going down and the website over the past two weeks . but now just says wrong email or password though i know they are both infact correct ,or once were

Re: account question

Timer — Wed, 27 Jul 2022 21:01:36 GMT

@sum1

use browser from computer, and clear cache and cookies and use one page inPrivate mode,

Login Page

you will get verification code by email or SMS
and when you press the 6 digit number and not press anything
just wait a 3 second automatically be login.

Re: account question

sum1 — Wed, 27 Jul 2022 21:04:25 GMT

changing passwords by email<registered acct> or >sms<do not work

Re: account question

NDesai — Wed, 27 Jul 2022 21:05:53 GMT

@sum1 In that case, try resetting your password: https://myaccount.publicmobile.ca/en/forgot-password

Re: account question

sum1 — Wed, 27 Jul 2022 21:08:03 GMT

cant no email, numbers are recieving any verification codes

Re: account question

Timer — Wed, 27 Jul 2022 21:11:33 GMT

@sum1

contact to support team by CS_Agent to change email and reset password.

Re: account question

sum1 — Wed, 27 Jul 2022 21:17:11 GMT

great advice. have done. wondering at this point if acct is recoverable if it was de activated

Re: account question

sum1 — Wed, 27 Jul 2022 21:19:56 GMT

if it has any bearing the sim is still showing number in phone settings

Re: account question

Timer — Wed, 27 Jul 2022 21:20:20 GMT

@sum1

how long you didn't make payment to your account if over 90 days is will lose everything in here.

Re: account question

sum1 — Wed, 27 Jul 2022 21:26:06 GMT

ya i think the 90 days has passed couldnt log to put money on acct in the last week and sunday or monday was date i believe

Re: account question

sum1 — Wed, 27 Jul 2022 21:27:19 GMT

so as a secondary question is it possible to re activate the current sim i have, with a new number if need be

Re: account question

softech — Wed, 27 Jul 2022 21:30:18 GMT

@sum1 No, the old sim was used and the account was closed, the sim cannot be reused on a new activation. You need to get a new sim card from store

Re: account question

Timer — Wed, 27 Jul 2022 21:31:15 GMT

@sum1

if you passed 90 day you losing everything in account phone number and sim card but give a tried to contact support them i post to you a link contact them maybe them can getting back your number but you need start new plan and new SIM card.

Re: account question

softech — Wed, 27 Jul 2022 21:35:14 GMT

@sum1 try to message them and explain the situation. In some case, they might agree to give you back the same number if you activate a new account with the new sim card.

Message them here:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: account question

esjliv — Wed, 27 Jul 2022 23:27:39 GMT

@sum1 wrote:
so i have been able to log in in over a week due to internet issues and website issues and i believe my acct was de activated any way to check?

@sum1 - if you ported your public mobile phone number over to another provider OR, your public mobile account has been in suspended status for over 90 days the account, and access to self serve is gone.

Do you have the PM sim card? If so, insert it into a phone and dial 611. Or, dial # 1-855-478-2542 from another line, and you can find out if the number is still Active or in Suspended status...or not available/gone.

Re: account question

sum1 — Wed, 27 Jul 2022 23:30:53 GMT

so does this mean that if i recieve no cell network the sim is dead?>

Re: account question

Luddite — Sat, 06 Aug 2022 19:54:37 GMT

@sum1 wrote:
so does this mean that if i recieve no cell network the sim is dead?>

Maybe, but first call 1-855-4PUBLIC, enter your phone number and see if they can locate your account.

If they can still find your account, then YES, you can reactivate it. Just login to Self serve My Account, click "Reactivate My Account" button and then make payment.

If they cannot locate your account, that would mean the account was suspended over 90 days and your account was closed and your have lost your old number