topic Re: Setting up account in Get Support

Setting up account

KalistaR — Mon, 09 Jan 2023 18:46:23 GMT

I need help setting up an account. I created my profile however I'm still not able to set up the account details

Re: Setting up account

Handy1 — Mon, 09 Jan 2023 18:50:31 GMT

@KalistaR @Have you gone thru the process of activating a SIM card on public mobile website ?
that’s how the account initially gets set up

Re: Setting up account

softech — Mon, 09 Jan 2023 18:50:32 GMT

@KalistaR did you set up your account in selfserve.publicmobile.ca?

did you activate a new sim card? is the sim card working and able to connect to the network? give us more details like what did yo do and what you cannot do

Re: Setting up account

KalistaR — Mon, 09 Jan 2023 18:52:07 GMT

Sim was activated almost a year ago. But I need to change the card that the funds are currently coming out from. And it seems I can't do that without an account

Re: Setting up account

KalistaR — Mon, 09 Jan 2023 18:53:18 GMT

Yeah, set up about a year ago. I just need to change the billing details. I created the online profile. However when I try to sign on to set up everything it says password or email invalid

Re: Setting up account

Meow — Mon, 09 Jan 2023 18:53:23 GMT

What exactly is difficult?

Re: Setting up account

Meow — Mon, 09 Jan 2023 18:54:58 GMT

Go to Payments. Use incognito mode. Do not try to update too many times (if it fails).

Re: Setting up account

Handy1 — Mon, 09 Jan 2023 18:54:40 GMT

@KalistaR @So it was activated in store ?if so You need to create your account on public mobile website , using the email you gave the sales person in store and go to payment tab and update cc info

Re: Setting up account

Quigley — Mon, 09 Jan 2023 19:00:19 GMT

@KalistaR

If you have an account already.

Try logging into your account using a different browser in incognito or private mode instead.

Try logging into your account using a computer or laptop instead of your mobile phone, if you are trying to update your CC information in your account.

Re: Setting up account

softech — Mon, 09 Jan 2023 19:00:31 GMT

@KalistaR wrote:
Yeah, set up about a year ago. I just need to change the billing details. I created the online profile. However when I try to sign on to set up everything it says password or email invalid

@KalistaR in such case, you will have to open ticket with PM support, they will confirm if a selfserve my account login was created, or will update the email and/or reset password for you

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: Setting up account

Quigley — Mon, 09 Jan 2023 19:03:11 GMT

@KalistaR

If your activation was done a while ago in store and you didn't get a self service account created afterwards, you'll have to get help from a Customer Support Agent.

Use the Chat Bot Simon to get a service ticket started first.

Re: Setting up account

KalistaR — Mon, 09 Jan 2023 19:07:44 GMT

I'm just going in circles with that bot😩

Re: Setting up account

Handy1 — Mon, 09 Jan 2023 19:08:46 GMT

@KalistaR @If the above fails you can always reach out to support also

Getting help from 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

Or get help right here in the community

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: Setting up account

softech — Mon, 09 Jan 2023 19:11:29 GMT

@KalistaR wrote:
I'm just going in circles with that bot😩

@KalistaR if you type in exactly what I posted, should be ok

But no worry, just message them directly here then:

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: Setting up account

KalistaR — Mon, 09 Jan 2023 19:11:56 GMT

I can log into my account just fine. It's my daughter's account I'm trying to set up. We set everything up at the store about a year ago, but the card expired, and I need to change the card. So I was told I need to create a new "my account" for her in order to change the details.

So I was in the process of doing it today. I set up the community account, then did the email confirmation. Once I did that. I'm now only able to access the community but Nothing else

Re: Setting up account

KalistaR — Mon, 09 Jan 2023 19:14:16 GMT

I am using a unique email different from the one I set my personal account with

Re: Setting up account

Handy1 — Mon, 09 Jan 2023 19:15:21 GMT

@KalistaR @The community and your public mobile account are two different systems once you have a pm account and logged in there will be a tab for payment and that’s where you will be able to update cc info

Re: Setting up account

softech — Mon, 09 Jan 2023 19:16:27 GMT

@KalistaR do you have one account for your daughter only ? or more than one?

if more than one, then you must have different email address to login. PM My Account is one email can only be used with one account. So, if you have more than one account, you must have different My Account.

Again, to setup the new one, or to short out which email for which account, open ticket with Pm Support by direct message

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: Setting up account

KalistaR — Mon, 09 Jan 2023 19:19:17 GMT

Yes I read that i needed 1 account per Sim. Her supposed account is this KalistaR account I just set up. Unique email, unique user ID, unique password. Different from my own

Re: Setting up account

Quigley — Mon, 09 Jan 2023 19:20:09 GMT

@KalistaR

That's what I thought.

You'll have to get a CSA ty set up the whole account from scratch and have them update the CC information, at the same time.

Use the Chatbot Simon to get a ticket started.

Or just send a private message to CS_Agent