topic Re: My account in Get Support

My account

ystar50 — Sat, 29 Oct 2022 23:19:08 GMT

Good afternoon. My husband no longer has access to the email address he used to create his account, so has been unable to log on to self serve and update new email address and update payment info (new expiry date on card), so phone has just been disconnected due to auto payment not going through. How do you update a new email address and payment info? In the meantime, is there a way to make a payment to get the phone activated? Thank you.

Re: My account

computergeek541 — Sat, 29 Oct 2022 23:21:00 GMT

@ystar50 wrote:
Good afternoon. My husband no longer has access to the email address he used to create his account, so has been unable to log on to self serve and update new email address and update payment info (new expiry date on card), so phone has just been disconnected due to auto payment not going through. How do you update a new email address and payment info? In the meantime, is there a way to make a payment to get the phone activated? Thank you.

I assume that the Self Serve account was never created after an in-store activation? A support ticket will need to be opened. Please use the chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

In the meanwhile, payment can be made with vouchers and added to the account using 611.

Re: My account

JK8 — Sat, 29 Oct 2022 23:21:11 GMT

@ystar50

Contact an agent.

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 our Agents. Click here to get started.
Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: My account

Yummy — Sat, 29 Oct 2022 23:22:26 GMT

Only agent can update your email.

To make a payment you can purchase voucher and pay calling 611.

To Contact CSA-agent; there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

If ticketing does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking Here

Re: My account

dabr — Sat, 29 Oct 2022 23:25:21 GMT

@ystar50 If you decide to purchase a voucher, usually SDM, 7/11, London Drugs or Shell vouchers don't have any hold on the funds and are active immediately. There's also recharge.com who will email the voucher PIN but charge a fee.

Re: My account

ystar50 — Sat, 29 Oct 2022 23:37:39 GMT

Thank you - will put in a ticket. Yes did have self serve set up a year or so ago, but had a change in email address, and the old email doesn’t exist anymore so cannot log in.

Re: My account

dabr — Sat, 29 Oct 2022 23:49:09 GMT

@ystar50 Just wondering if you accepted my post as the solution by mistake as you were responding to @computergeek541 ?