topic Re: Can’t login in Get Support

Can’t login

Jennbrennan587 — Mon, 30 Jan 2023 12:40:14 GMT

Have sent request to change password but not getting an email. Need to cancel my plan but can’t get into my account!

Re: Can’t login

HALIMACS — Mon, 30 Jan 2023 12:45:08 GMT

To cancel your account, @Jennbrennan587 simply uncheck the box next to “enable auto payment” in self-serve.

Before logging in, open an incognito or private tab.

Also, porting to another provider automatically closes your account here.

To contact a Customer Support Agent to regain access to self serve,, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Can’t login

Handy1 — Mon, 30 Jan 2023 12:46:47 GMT

@Jennbrennan587 Try again incognito mode private mode there’s cache issues , or if device has stored password and email allow device to sign you in and not got login in

Re: Can’t login

softech — Mon, 30 Jan 2023 12:49:01 GMT

@Jennbrennan587 if you tried the Reset Password option but did not work, please open ticket with PM support and they will sort it out for you

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you have trouble with Chatbot or you don't have access to My Account: 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

For "cancel" plan, if you are planning to port out the number, please remember that you still need to have the account to stay active for it to port out. Once ported out the number, the account will be closed automatically

if you just want to give up the number and "cancel", once you got back into My Account, just go to Payment page and disable Pre-Authorized payments

Re: Can’t login

esjliv — Mon, 30 Jan 2023 13:06:03 GMT

@Jennbrennan587 - you can cancel your plan by either porting your number to another provider or removing Autopay which will put you into suspended status that after 90 days your account is closed. So you are trying to remove Autopay?

You may also remove Autopay by calling 611 from your device (with the public SIM Card inside) to remove Autopay, you need 4 digit account pin to do so.

Re: Can’t login

Yummy — Mon, 30 Jan 2023 13:53:31 GMT

You have to log in first and then remove autopay.

If log in does not work for you, contact agent for assistance:

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

Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly.

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

Re: Can’t login

HALIMACS — Mon, 30 Jan 2023 14:04:16 GMT

@Jennbrennan587

It is quite possible if you have already ported your number to another provider, that your public mobile account is already closed.

To confirm this, with your public mobile SIM card in your device, call 611 to hear about account status.

If your account is still active, it is possible the password reset email was sent to your junk or spam folder in your email.