topic Locked out in Get Support

Locked out

Wassink — Thu, 18 Aug 2022 15:38:27 GMT

I had an account with an old iphone 5s. The account was linked to a work email through a former employer. The cell has no service since it is a 3g phone so when it asks me to verify via SMS I can't and I can't with email. I wanted to add money to my phone number. I switched the SIM to an iphone 6s which is supposed to be 4g compatible. Can anyone help how I can get it activated as I have voicemails from my old phone and text messages I can't access.

Re: Locked out

MrSpock — Thu, 18 Aug 2022 15:42:23 GMT

@Wassink hi 1st thing is your account active? if not has it been suspended more than 90 days if so your account is closed,your iphones both should work even the 5s on 3g

Re: Locked out

hTideGnow — Thu, 18 Aug 2022 15:43:46 GMT

HI @Wassink your iPhone 5s should work on LTE , too

So, you cannot access My Account since you cannot access email? Let's try to get back into My Account first and see what is the account status or SIM Card number, please open ticket with PM CS agent and can help:

To open a ticket with PM CS Agent. 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: Locked out

will13am — Thu, 18 Aug 2022 15:46:29 GMT

@Wassink , the iPhone 5S does support LTE, bands are rather limited compared to more current models. Regardless that should not impede getting SMS for 2FA. There might be other account issues affecting SMS usage. You will need to change the account email. This requires initiating a support ticket using the chatbot link at the bottom of the web page.

https://www.gsmarena.com/apple_iphone_5s-5685.php

Re: Locked out

Meow — Thu, 18 Aug 2022 15:49:14 GMT

Your phone should be able to handle any SMS.

Can you send receive ANY SMS? Or you cannot receive only 2FA?

Does other service work? Calls, data?

Locked out

darlicious — Thu, 18 Aug 2022 17:55:17 GMT

@Wassink

Call 1 855 4PUBLIC and enter your 10 digit phone #. If you get your basic account info then read the linked post below on how to pay by voucher to get your service working. Then you can verify thru SMS text and eventually change the email.

If the message says "we are having trouble locating your phone #" then your account and phone number is gone.....cancelled and deactivated.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-How-to-use-a-Voucher/td-p/846594