topic Re: Account does not exist in Get Support

Account does not exist

jheyerman — Tue, 04 Jan 2022 19:48:09 GMT

I set up an account for my brother in law. He rec'd a confirmation email and has service. However his account does not seem to exist. If we try to log on with his email and password it does not work. If I try "forgot password" it says the email address cannot be found. I need help.

Re: Account does not exist

Someone_here — Mon, 23 Oct 2017 02:36:11 GMT

Click this link and send a message to the moderators to get help: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Send the account phone number, SIM number, and a description of your problem. They'll be able to fix this for you tomorrow morning.

Re: Account does not exist

Taekgun — Mon, 23 Oct 2017 02:36:29 GMT

@jheyerman

That's a strange one... at least your brother-in-law has service. You'll need the help of a moderator to get the account looked at to see why the system hasn't connected the dots to the self-serve account.

Send a private message to @Moderator_Team, include your brother-in-laws' following info:
- account number
- phone number
- sim card number (if you have it)
- a brief description of what has happened

…and they will be able to look into it for you.
Click the link for an explanation on how to private message the moderators: https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moder...

EDIT: @Someone_here beat me to it.

Re: Account does not exist

will13am — Mon, 23 Oct 2017 02:39:33 GMT

The first thing that comes to mind is whether there was a typo made on the user name during activation. What email service is your brother inlaw using? Most email services have an alias feature. To Public Mobile, the username does not recognize aliasing. As an example, to gmail, firstname.lastname@gmail.com is the same as firstnamelastname@gmail.com. The dot is merely an alias to gmail and all emails sent to both end up in the same account. To Public Mobile, the two are different usernames. On a slightly different topic, is the service working at the moment? That is the ultimate confirmation that an account had to have been set up properly under some username.

In any event, if you can't figure out the username by trial and error, you can ask a moderator for help and they can look it up. The moderator team can be reached via private message using this link. Refer to the following link for information on contacting the moderator team.

http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452

Re: Account does not exist

jheyerman — Fri, 27 Oct 2017 22:46:49 GMT

Thanks for the response. I sent an PM to the Mods.

Cheers,

Jeff