topic Re: Help in Get Support

Help

Ron10 — Mon, 16 Jan 2023 15:24:48 GMT

I never had an account through public mobile but I have a phone. I need to update my payment information and it will not let me create an account. Can somebody help me please?

Re: Help

Meow — Mon, 16 Jan 2023 15:28:24 GMT

In order to create your PM account you would need

Re: Help

Handy1 — Mon, 16 Jan 2023 15:27:29 GMT

@Ron10 @You created account when the the sim was activated use the same email and password that was used for activation and try loggin in again incognito mode private mode as there are cache issues

Re: Help

softech — Mon, 16 Jan 2023 15:28:20 GMT

@Ron10 simply open a ticket with PM Support and they will setup the account for you. Open it as a Forgot login information type of ticket:

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: Help

Ron10 — Mon, 16 Jan 2023 15:30:17 GMT

I have those things it said that there is an account but said the pass word is wrong. I know I’m putting in the right one and when I try to reset it it will not sent the 6 digit code

Re: Help

hTideGnow — Mon, 16 Jan 2023 15:33:25 GMT

HI @Ron10 ,

You typed in the password? make sure you don't have space at the end, especially if you are picking saved password

Also, try using Private/Incognito/secret mode and it might help

If still get the password error, please open ticket with CS agnet at : https://publicmobile.ca/chatbot.

First type Forgot Login,
then select the only choice there: "Contact..",
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

Re: Help

esjliv — Mon, 16 Jan 2023 15:34:03 GMT

@Ron10 so you DO have a public mobile phone number? If so you are a current customer that has had services within 90 days with public mobile?

If the account is currently in suspended status you can also look into obtaining a voucher to make a payment through 611, see here: https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

Locations to obtain some: https://publicmobile.ca/en/on/payment-voucher

Then, you are saying you have never created a My Account/My Reward log in account information? That is possible if you have activated in-store before July 2021. So if this is the case you will need CSA help.

See @softech methods to connect to CSA, or You can submit a ticket here directly to: Create, forgot or change My Account email or password link

Help

Ron10 — Mon, 16 Jan 2023 15:43:01 GMT

This is my last try and then I’ll going to drive to the city and switch to Koodo. They have in store and people to help. It was set up in store. There was no account created. I did what I was told and it does not let you type. They are all computer generated answers. You have to choose one. Is there or not somebody who can help

Re: Help

softech — Mon, 16 Jan 2023 15:45:21 GMT

@Ron10 give it a chance. all you need to do is to open a ticket with PM support and they will help with setting up a My Account for you

(and even you need to migrate to Koodo, you need to access your My Account to get the account number as porting information)

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: Help

Handy1 — Mon, 16 Jan 2023 15:49:31 GMT

@Ron10 @Everything is done online no one to talk to unfortunately here’s how to get help from support

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: Help

Ron10 — Mon, 16 Jan 2023 15:51:54 GMT

I sent a private message. Every time I go in to the Chabot, it only gives you certain options to choose from. I keep being told to say, forgot account information but there’s nowhere to type anything. It is very frustrating. I don’t understand why they don’t have somebody to talk to to help people through these things. This community doesn’t really do much for you when you need to do account information it’s OK for other things.

Re: Help

hycm53 — Mon, 16 Jan 2023 15:54:47 GMT

@Ron10 wrote:
This is my last try and then I’ll going to drive to the city and switch to Koodo. They have in store and people to help. It was set up in store. There was no account created. I did what I was told and it does not let you type. They are all computer generated answers. You have to choose one. Is there or not somebody who can help

If you need help you can post it right here, someone includes me will help you out, if we can't help you can chat with Simon for help, if Simon can’t help, he would let you submit a ticket.
https://www.publicmobile.ca/en/on/get-help

Re: Help

Ron10 — Mon, 16 Jan 2023 15:57:14 GMT

It’s very frustrating when you do what it tells you to do, it says to say, you have forgotten your login information. But then does not give you the option to write anything only computer pre-given options. I sent a ticket, but I have no idea when they will get back to me. I think I might just give up and switch to Koodo I’ve been trying to figure this out since yesterday

Re: Help

softech — Mon, 16 Jan 2023 16:14:42 GMT

@Ron10 No, PM system is one email for only one account/one line

so, your 2nd account either was not created yet or using a different email

Please open ticket with PM support and they can sort it out for you quickly:

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

Warning

Ron10 — Mon, 16 Jan 2023 17:12:09 GMT

I’m not sure who all can read this but if you are a customer with public mobile, I advise you start looking for another provider. This has been the worst experience I have ever had trying to update my credit card number.

Re: Warning

Handy1 — Mon, 16 Jan 2023 17:13:42 GMT

@Ron10 @I appreciate your opinion @Ron10 @but once one learns to navigate the site it dose have some decent perks aside from the low cost plans

Re: Warning

Ron10 — Mon, 16 Jan 2023 17:14:56 GMT

That’s one thing I don’t have to worry about. I’ll never use this provider again as long as I live there is absolutely no help for anybody in here. It is complete mess.

Re: Warning

Ron10 — Mon, 16 Jan 2023 17:16:22 GMT

Oh, there’s definitely been some mornings. The warning should be to you people you’re gonna lose all your customers when you treat them like this.

Re: Warning

Handy1 — Mon, 16 Jan 2023 17:17:13 GMT

@Ron10 @Agreed when first encountered it can be very confusing at times , but there’s always a fix

Re: Warning

dust2dust — Mon, 16 Jan 2023 17:17:59 GMT

The people replying in here are fellow customers just like you. But I agree. And said as much in one of your other threads.