topic Re: cannot get into my account in Get Support

cannot get into my account

MrBH — Thu, 15 Dec 2022 21:55:10 GMT

I got a new bank card and forgot to put it into my account, and when I tried to sign into my account, it wanted to verify by sending me a code to the email i have on file. Problem is, I dont have that email anymore. How do I get in because I have no phone access

Re: cannot get into my account

softech — Thu, 15 Dec 2022 21:56:03 GMT

@MrBH only PM support can help you to change your email, please open ticket with them

1. Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗"

2. if you have problem with Chatbot: Private message CS Agent at:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Re: cannot get into my account

Meow — Thu, 15 Dec 2022 21:58:14 GMT

You have to talk to agent to change your email

To Contact CSA-agent; there are 2 methods:

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

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

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

- Send a private message to the CSA - agent by clicking (Ctrl+)Here

Re: cannot get into my account

darlicious — Fri, 16 Dec 2022 09:38:23 GMT

@MrBH

You can also purchase a pm payment voucher and add it via 611 on your phone or by calling 1 855 4PUBLIC and enter your 10 digit phone #. Once you reactivate your account and services you can recieve the 2FA verification code via SMS text to your phone. Login and update your payment card info followed by going to your profile page to disable 2FA. Then you can contact customer support to answer the extra verification questions needed to change the email on your account. Afterwards you can can enable 2FA again if you desire.

Here is info on pm vouchers and other alternative methods of payment....

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

Re: cannot get into my account

MrBH — Fri, 16 Dec 2022 11:51:03 GMT

apparently i dont know or never made a 4 digit pin on this and cant make a payment this way either. very frustrated right now

Re: cannot get into my account

darlicious — Fri, 16 Dec 2022 12:31:01 GMT

@MrBH

You don't need your 4 digit account pin # to make a pm voucher payment or an RTP (real time payment). For a voucher payment you call 611 from your phone (or 1 855 4PUBLIC from any phone and enter your 10 digit phone #) then press (1) and (1) again and enter the 12 digit PIN # from the voucher. RTP you tell the clerk your provider ( public mobile) and your 10 digit phone #. In both cases once either the voucher PIN # or the clerk enters the info the payment is instant and your account/plan automatically reactivates. Your 4 digit account PIN # is only needed to make credit card payments or to use funds already on the account to purchase add ons or make plan payments.

Re: cannot get into my account

darlicious — Fri, 16 Dec 2022 12:32:48 GMT

@MrBH

Where are you located? I can help you find a retailer that sells pm vouchers or has RTP.

Re: cannot get into my account

darlicious — Fri, 16 Dec 2022 12:46:34 GMT

@MrBH

Your other option is an online payment. Muskbird.com does instant top ups as far as I know their fee is reasonable. Choose your plan amount payment after entering your phone number and provider (public mobile)and scroll down to the orange check out bar near the bottom of the page. You will be prompted to create an account or login for an existing account. Follow the instructions thereafter to pay and check out.

https://www.muskbird.com/mobile+recharge/public-mobile/