topic Re: Cannot Access Public Mobile Account in Get Support

Cannot Access Public Mobile Account

Denise7712 — Tue, 04 Jan 2022 09:56:23 GMT

Hello,

Please help, I cannot access my PM account even though it is the CORRECT gmail address and password. I have even made an attempt towards the "Forgot my password" option and it rejected my gmail address over there as well. I can confirm it is the correct gmail because I have messages in my inbox from PM. I have not logged into my account in exactly one year, I am assuming this is the root of the problem. I'm on Auto-pay.

I have had to now make this new PM community account? in order to even get access here because there is no customer service line to call PM. Very impractical system. Can anyone help with this because I need to get access to my account in order to speak to a moderator regarding the fact my network data doesn't work on my new smartphone.

Re: Cannot Access Public Mobile Account

Dunkman — Sun, 05 Dec 2021 14:12:39 GMT

@Denise7712

Two issues:

1. Where you able to access your self service account before? at anytime in past?

When you first activated your Sim card, did you activate in store or at home? If you activated in store, you would have need to open a self service account at home.

https://selfserve.publicmobile.ca/self-registration/

2. Data issues with your new phone.

If you explain your situation in more detail, community members (customer like yourself) can likely offer suggestions to help resolve the issue without customer service agent (ie. moderator) help.

Which model phone do you have right now?

Maybe try rebooting your phone. Network reset of phone.

I will move your thread out of lounge to the main community to gain more visibility.

To keep the plans cost lower, the customer service model is online with Public mobile. No call centre or live chat features unfortunately.

Re: Cannot Access Public Mobile Account

Anonymous — Sun, 05 Dec 2021 22:39:09 GMT

@Denise7712

close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

you can try Forgot your password visit Here link, and enter your email address,

check your email spam,

maybe you never Create an Account and try Create one visit Here link,

or you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to
them can solve your issue, they are nice Service Team they will help you 100%.

and them will reset for you,

Here’s How To Contact Customer Support Agent by CS_Agent,and Submit a Ticket,

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
Click here to submit a ticket↗↗.

or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,

please include in your message,
phone number,
account 4 digit pin,
Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
- Monday to Sunday: 6 AM to 10 PM EST
- Note: For public mobile No Support by phone call or Email.. only by CS_Agent, private message..
Check your private message inbox (click on the envelope top right of your screen)

Good Luck.

Re: Cannot Access Public Mobile Account

softech — Sun, 05 Dec 2021 22:42:10 GMT

@Denise7712 just want to make sure you don't get the credentials mixed up. The login on Self server My Account (https://selfserve.publicmobile.ca/) and Community (https://productioncommunity.publicmobile.ca/) could be different (and likely different)

for your data issue. Let us know what is the brand and model of the phone and maybe we can help. If it is a data issue only (and you can receive calls and make calls) , it is likely an APN issue. did you check your APN?

https://www.publicmobile.ca/en/on/get-help/articles/set-up-data-on-an-android-phone

https://www.publicmobile.ca/en/on/get-help/articles/set-up-data-on-an-iphone