topic Re: Shutdown an account in Get Support

Shutdown an account

aw_mobile — Mon, 29 Aug 2022 22:14:22 GMT

So I have an old account that could not be accessed by me nor a customer support agent because inputting the correct password was locking me out of the account and I had 2FA enabled. My service wasn't working, and public mobile's email reset function wasn't working either for some reason. So the agent told me to get a new sim card and set up a new account. The problem is that I want to use my old email with this new account, but the registration won't let me. How can I shut the old account down so that I can use my email with the new account?

Re: Shutdown an account

shinchu99 — Mon, 29 Aug 2022 22:21:28 GMT

@aw_mobile well Once you register your Old account with your Current Email you will not able to use the same Email address for an NEW account you need to get an NEW Email address register in order for your New account to work.

Re: Shutdown an account

Outdoorsman — Mon, 29 Aug 2022 22:22:23 GMT

@aw_mobile Hi if you are having issues like that I would advise you get a new Gmail account and don’t waste your time trying to get your old email to work it usually won’t let you create a new account with old email anyway

Re: Shutdown an account

Meow — Mon, 29 Aug 2022 22:22:46 GMT

How it is possible that agent cannot access your account IF account is Active?

Is it active? Do you use it right now?

If yes, I would contact agent again; maybe you get somebody who knows how to assist.

Re: Shutdown an account

softech — Mon, 29 Aug 2022 22:30:38 GMT

@aw_mobile not sure if PM Support can help.. but I believe you need PM support help to move the number into the new account? i don't think they can close off the account yet

honest, creating new email is easy enough, just create a new Gmail account for this purpose, at least temporary. After everything is set, you can ask PM support to try to change the email back to your proper one again. I guess at that time, PM support can officially close the old account.

Re: Shutdown an account

dust2dust — Mon, 29 Aug 2022 22:30:48 GMT

When was the last time you paid (or autopay) on this account? If that was less than 4 months ago then you would want that account back. If more than 4 months then yes it's gone. Unless you carried a balance. If the account was from before late January then you would want it even more for the old rewards system.

Do you have any of the old emails from here like welcome and some marketing?

Do you still have the sim? What happens when you dial 611? Or even from another phone call 1-8554pu-blic and enter your number?

Re: Shutdown an account

darlicious — Mon, 29 Aug 2022 22:43:39 GMT

@aw_mobile

That seems to be a cop out by the customer support agent. Can't be that difficult to recover your account and @dust2dust has brought up some valid points especially about being on the old $$ rewards program if that applies to you.

Try using a voucher to reactivate your service through 611 or by calling 1 855 4PUBLIC and entering your 10-digit phone number. Read the following linked post for information on reactivating your account.

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

When do you do this then you can go about recovering your account and resetting your password. If you know your email and it's in use causing you to not be able to use it for a new account then there's no reason a customer support agent can't help you access your current account.

Re: Shutdown an account

aw_mobile — Mon, 29 Aug 2022 23:36:10 GMT

So the old account won't terminate due to inactivity?

Re: Shutdown an account

dust2dust — Mon, 29 Aug 2022 23:37:45 GMT

No. It will terminate due to lack of payment.

Re: Shutdown an account

aw_mobile — Mon, 29 Aug 2022 23:40:47 GMT

They say they can reset old account password to a temp one but cannot do anything else. I tried the reset password method through them and can technically get in, but the 2FA blocks me from getting to the profile page to see why my service was down. Of course I can't send a code to my phone because that no longer works, and after trying the email method several times, I was told that fix doesn't work properly and no reason was given.

Re: Shutdown an account

aw_mobile — Mon, 29 Aug 2022 23:43:37 GMT

About 2 months ago. The service is down completely as if the account was terminated. But support says it's still active. Resetting the password on their end allows in the online account but then i'm blocked by the 2FA.

Re: Shutdown an account

darlicious — Mon, 29 Aug 2022 23:44:58 GMT

@aw_mobile

What's stopping you from just paying for your plan and reactivating your account? Once you do that you can remove the 2FA and you have full access to your account again. Even if customer support for some reason can't help you right now and the plan amount is more than you want to pay because you want to change your plan you can pay it and then contact customer support to change you to the plan you wish to have and credit your account difference in cost. There should be nothing stopping you from paying within your account unless you need to update your credit card information and you cannot do that. If that's the case then just pay by voucher.

Re: Shutdown an account

esjliv — Mon, 29 Aug 2022 23:45:35 GMT

@aw_mobile wrote:
So the old account won't terminate due to inactivity?

@aw_mobile -Was the agent saying your SIM card is damaged or an issue, or saying your public mobile account/phone number is permanently closed?

Have you been paying for this account within the last 90 days?

If you have been in nonpay/suspended status for over 90 days, then you lost your Public Mobile account, phone number, and access to self serve.

And, a new SIM card would be needed to activate a new account and phone number. Activation pages here: https://publicmobile.ca/en/on/portal/activation

If the agent meant obtain a new SIM Card and just swap that sim card with your current SIM number, then you do that here see "How To Change Your SIM Card" at the bottom of this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap-fraud

But, since you have no access to your account, as a CSA to do it for you...click here to request a SIM Swap with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

Re: Shutdown an account

dust2dust — Mon, 29 Aug 2022 23:46:25 GMT

So you also got two suggestions to either 611 or 18554public to check on the status. Did you? Did you possibly deal with a credit card fraud problem somewhat recently?

The 611 service allows you to make payments using a registered credit card or vouchers. You can also do real time payments in a few stores.

Re: Shutdown an account

esjliv — Mon, 29 Aug 2022 23:49:13 GMT

@aw_mobile wrote:
About 2 months ago. The service is down completely as if the account was terminated. But support says it's still active. Resetting the password on their end allows in the online account but then i'm blocked by the 2FA.

This sounds conflicting to me..."Account terminated" and "support says it's still active" @aw_mobile

If it is still current (meaning Active within 90 days), then go back to that ticket you were corresponding to with that agent, and have them change your password so you can log in.

Re: Shutdown an account

darlicious — Mon, 29 Aug 2022 23:58:48 GMT

@esjliv

Take the time to thoroughly read the thread rather than skimming over parts so that you fully understand what the OP has already reported because you are asking questions that have already been answered.

Re: Shutdown an account

esjliv — Tue, 30 Aug 2022 00:00:00 GMT

Thanks @darlicious 😁

Re: Shutdown an account

aw_mobile — Tue, 30 Aug 2022 01:00:12 GMT

And from there I can switch my new account from my alternate email to my old email?

Re: Shutdown an account

darlicious — Tue, 30 Aug 2022 01:02:48 GMT

@aw_mobile

To clarify do you have one Public Mobile account or two?

Re: Shutdown an account

gpixel — Tue, 30 Aug 2022 07:08:06 GMT

@aw_mobile

one can also use an alias. essentially you are still using the same email.

ie. aw-mobile@gmail.com

aw-mobile+new@gmail.com

only customer support can change your email.

contact customer support and ask them to change your email for you.