topic Re: change self-serve email in Get Support

change self-serve email

Rafael73 — Thu, 08 Dec 2022 17:20:57 GMT

Hello, how can I change my self-serve email. My old email address doesn't exist any more and I want to put my new self-serve email address. Thank you.

Re: change self-serve email

Outdoorsman — Thu, 08 Dec 2022 17:22:13 GMT

@Rafael73

Hi to change/reset account email you need the help of a service rep

There are two ways to contact a customer service agent , open a ticket through Simon here https://publicmobile.ca

Or private message them here

Re: change self-serve email

CGO — Thu, 08 Dec 2022 17:22:30 GMT

you have to contact CSA via Get help --- chat --- submit ticket.

Re: change self-serve email

hairbag1 — Thu, 08 Dec 2022 17:23:51 GMT

To change the email address on your PM account, you need to contact CSA for that. Top of this page, click Get Help / Chat with Simon to start that process. Watch the envelope icon on top right side of page will be highlighted when they respond.

Re: change self-serve email

walker1 — Thu, 08 Dec 2022 17:24:57 GMT

@Rafael73

Sorry but you'll have to get a Public Mobile Customer Support Agent to do that for you.

Re: change self-serve email

Yummy — Thu, 08 Dec 2022 17:30:04 GMT

Get in touch with PM agent to do that for you.

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 (Ctrl+)Here

Re: change self-serve email

BKNS27 — Thu, 08 Dec 2022 20:18:27 GMT

@Rafael73

Only a CS_Agent can assist you in change the email address on your account.

But you can’t still login to your account if you use the old email and the correct password and have the 2FA code sent by text if your account is Active.

Re: change self-serve email

Anonymous00 — Thu, 08 Dec 2022 18:59:24 GMT

@Rafael73 you have to create a ticket and request to be contacted by a Public Mobile employee.

They are the only ones that are able to update your email address.

You can start with Simon the Chatbot... type in forgot login information, or change email address.

Once your ticket has been submitted an employee from Public Mobile will send you a private message with instructions on how to update your email address.

Re: change self-serve email

Rafael73 — Thu, 08 Dec 2022 20:16:12 GMT

I sent msg to CS_Agent 5 hours ago. Nobody has contacted me so far. I don't understand why does it take them that long to contact me

Re: change self-serve email

BKNS27 — Thu, 08 Dec 2022 20:21:26 GMT

@Rafael73

Keep your eyes on the envelope icon for a reply from a CS_Agent.

I normally get a reply back in a couple of hours. One time they got back to me the next day.

Staff hours are from 6:00am to 10:00pm EST.

Re: change self-serve email

Rafael73 — Thu, 08 Dec 2022 20:22:00 GMT

Thanks.