topic Lost phone in Get Support

Lost phone

jaredono — Sun, 05 Feb 2023 23:08:17 GMT

Lost phone and do not remember what email I set it up with. I have a new phone but with a different provider. Trying to cancel public mobile as I am paying for it but not using it. Not sure how to log on to do this without knowing my log in details

Re: Lost phone

Handy1 — Sun, 05 Feb 2023 23:09:07 GMT

@jaredono Contact support to fix right away

Getting support / submit ticket

Get support by starting a conversation with virtual Chat box /SIMon. Click here

Or while your already here and logged in the community

you can send a private message CS_Agents by clicking here.

Watch for reply top of page to the

Right ( envelope image )

Re: Lost phone

LoveNature — Sun, 05 Feb 2023 23:10:35 GMT

Hi @jaredono

open a ticket with SIMon Chatboth

typ: forgetting information
and Click, Forgot My account Email
then Click, Contact Us
and, Click here to submit a ticket.

or send a private message to CS_Agent
here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Lost phone

esjliv — Sun, 05 Feb 2023 23:12:23 GMT

@Handy1 - you may also call # 1-855-478-2542 or # 1-855-4PUBLIC and cancel Autopay this way if you know the 4 digit account PIN.

Edit, over 90 days in nonpay status your account gets closed.

Re: Lost phone

HALIMACS — Sun, 05 Feb 2023 23:12:03 GMT

@jaredono

Did you port (move) your number from public mobile to the new provider?

If you did, you are no longer paying for the public mobile services and it would automatically cancel.

No need to worry.

Re: Lost phone

softech — Sun, 05 Feb 2023 23:12:57 GMT

@jaredono did you try to use the Forgot Password link there?

enter any possible email addresses you could have used and see if it works

if not, PM support will be your friend then, 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

And yes, once you logged into your My Account, go to Payment page, Manage payment method, and disable Pre-Authorized payment there. Your account will then be suspended on the next renewal date. 90 more days, account will then be closed

https://selfserve.publicmobile.ca/en/account/payment/manage-card-summary

Re: Lost phone

Meow — Sun, 05 Feb 2023 23:13:12 GMT

You have to gain access to your account and remove autopay. After 90 days of no pay your account will be deleted.

You can cancel account immediately if you port your number to other provider.

To gain access to your account contact agent.

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

Agent’s response is usually between 15 and 120 minutes with a ticket. Private message might take longer.

Re: Lost phone

Handy1 — Sun, 05 Feb 2023 23:14:05 GMT

@esjliv Good tip and noted thank you

Re: Lost phone

BKNS27 — Sun, 05 Feb 2023 23:14:33 GMT

@jaredono

You will need to contact a CS_Agent by creating a ticket on SIMon Chatbot or private message them on the envelope icon to help you access your account and Blacklist the phone when a credentials are confirmed.

Meanwhile, did you login to your phone account and track your phone on Find My (Phone)?

Re: Lost phone

Handy1 — Sun, 05 Feb 2023 23:19:05 GMT

@jaredono another thing if your new provider is Koodo or Telus you might be able to contact them to get your old number ported to new provider otherwise you’ll need to regain access with a new sim card to port old number … if you even care about your old number in . If you don’t be sure to remember updating other services you have with new number from new provider .

Re: Lost phone

jaredono — Sun, 05 Feb 2023 23:47:47 GMT

Tried but phone is dead. Will try putting in a ticket. Thanks

Re: Lost phone

jaredono — Sun, 05 Feb 2023 23:57:04 GMT

Thanks! I wasn’t sure how to do that. I clicked on the link you sent and messaged them. Thanks for the reply

Re: Lost phone

jaredono — Sun, 05 Feb 2023 23:58:10 GMT

Perfect! Thanks.?

Re: Lost phone

jaredono — Sun, 05 Feb 2023 23:58:49 GMT

Ignore the question mark. Was a mistake

Re: Lost phone

Handy1 — Sun, 05 Feb 2023 23:59:10 GMT

@jaredono Once you get a reply it won’t take to long after that it’s just the initial reply seems take the longest … but once you do any back and forth communication between you and the agent is fairly quick and painless , hope you get it sorted out promptly

Re: Lost phone

softech — Mon, 06 Feb 2023 00:02:05 GMT

@Handy1 honest, agent replies have no trend. 🙂

Saw so many posts sharing that the initial response (for verification) was quick. People replied immediately then no reply for long after.

Let's hope PM agent will really improve on thr response time

Re: Lost phone

Handy1 — Mon, 06 Feb 2023 00:03:59 GMT

@softech ok thanks for that I wasn’t aware , I’m just going by my experience I guess I should have mentioned

Re: Lost phone

Community_QA — Mon, 06 Feb 2023 02:10:06 GMT

@jaredono lost phone, new account new provider, but you don't want to port old number over?