topic Re: How can I access my account? in Get Support

How can I access my account?

paction — Thu, 25 May 2023 13:59:31 GMT

When I click on My Account link it opens the main page of the website: https://publicmobile.ca/en/ns/

There is no option to contact a real person.

The virtual assistant refers to "Click here to submit a ticket", but the link opens a 404 error page.

I cannot activate my new SIM card!

Re: How can I access my account?

Handy1 — Thu, 25 May 2023 14:00:40 GMT

@paction You have to down load the new PM app and creat your ever safe I’d and you can activate a new sim on the app not browser anymore

Re: How can I access my account?

paction — Thu, 25 May 2023 14:09:11 GMT

What if I don't have a device where I can install the app? I have a non-android/non-iOS phone

Re: How can I access my account?

esjliv — Thu, 25 May 2023 14:09:24 GMT

@paction - open a tab in incognito mode or try a totally different browser.

ARe you activating a brand new account? https://www.publicmobile.ca/en/bc/plans

OR, are you swapping your SIM card with a lost/damaged SIM?

See "How To Change Your SIM Card" in this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap

If issues with your My Account, click here to request a SIM Swap with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

Re: How can I access my account?

Handy1 — Thu, 25 May 2023 14:12:29 GMT

@paction Can you not download to what ever device you Intend to put the SIM card in to use @esjliv can you please help here this is above my pay grade

Re: How can I access my account?

softech — Thu, 25 May 2023 14:17:19 GMT

@paction

You can still activate with the help of support person without the app

to activate a new account:

Open ticket with PM support by direct message them:
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
PM support reply and ask you for the sim card number, an email address used for the activation (login for My Account).
They will activate the account with the sim card. The account will have status SUSPENDED.
PM Support will then sent you the login and password.
Once the account is setup, you can login to My Account using a broswer and enter the payment information (credit card or voucher) to finally activate the service.

To just change sim card on existing service, simply open https://myaccount.publicmobile.ca/ from a browser, without using the app. If you have not setup yet, you will need to setup the EverSafe ID on this new My Account

Once you logged in My account, go to Profile and you can Update the Sim card

Re: How can I access my account?

hycm53 — Thu, 25 May 2023 14:19:39 GMT

@paction wrote:
What if I don't have a device where I can install the app? I have a non-android/non-iOS phone

Wow, what kind of cell phone do you have? I never heard non-android/non-iOS phone. It is made in China?

Re: How can I access my account?

hycm53 — Thu, 25 May 2023 14:23:12 GMT

@esjliv wrote:
@paction - open a tab in incognito mode or try a totally different browser.
ARe you activating a brand new account? https://www.publicmobile.ca/en/bc/plans

OR, are you swapping your SIM card with a lost/damaged SIM?
See "How To Change Your SIM Card" in this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap
If issues with your My Account, click here to request a SIM Swap with the Public Mobile Customer Support Agents (CSA): Submit ticket for a SIM SWAP

https://www.publicmobile.ca/en/bc/plans can't activate new account. The activate new account on browser is gone.

Re: How can I access my account?

paction — Thu, 25 May 2023 14:29:24 GMT

All phones are made in China (fully, or partially). 95% of any iPhone in made either in China or India.

There are also Blackberry, and older version android OS phones.

But does it really matter? The SIM card is made with the universal size, where the largest one is to be used in older devices, like the one my father has. It is a phone with buttons, if you ever heard about this kind of phones 🙂

Re: How can I access my account?

paction — Thu, 25 May 2023 14:30:48 GMT

The main question is:

How to activate new account in a browser?

Re: How can I access my account?

Handy1 — Thu, 25 May 2023 14:31:50 GMT

@paction You can’t any more you need to do it in app or get support to help

while your already here and logged in the community

you can send a private message To CS_Agents by clicking here.

Re: How can I access my account?

esjliv — Thu, 25 May 2023 14:32:39 GMT

@hycm53 wrote: https://www.publicmobile.ca/en/bc/plans can't activate new account. The activate new account on browser is gone.

@hycm53 - i did notice that. But thought when selecting a plan then choosing the button below, it would take you to the activation area. Guess not, as it just loops to the login credentials.

Re: How can I access my account?

hycm53 — Thu, 25 May 2023 14:34:34 GMT

@paction wrote:
All phones are made in China (fully, or partially). 95% of any iPhone in made either in China or India.
There are also Blackberry, and older version android OS phones.
But does it really matter? The SIM card is made with the universal size, where the largest one is to be used in older devices, like the one my father has. It is a phone with buttons, if you ever heard about this kind of phones 🙂

Yes, there are blackberry phone and window mobile phone too. The problem is these phones are not very popularly. As you find you can't download PM app if you have one of these phones.

Re: How can I access my account?

Luddite — Thu, 25 May 2023 15:00:03 GMT

@softech "You can still activate with the help of support person without the app"

So, same procedure as activating with a voucher. 🙏

Re: How can I access my account?

BKNS27 — Thu, 25 May 2023 15:00:37 GMT

@paction

Looks like you will need a new phone when 3G will be discontinued in 2025.

Re: How can I access my account?

paction — Thu, 25 May 2023 15:28:57 GMT

What if I don't use data, 3G, 4G, 5G (and any other G) on that phone? What if I use it for calls and text only?

Re: How can I access my account?

hycm53 — Thu, 25 May 2023 16:36:00 GMT

@paction wrote:
What if I don't use data, 3G, 4G, 5G (and any other G) on that phone? What if I use it for calls and text only?

As @BKNS27 mentioned 3G will be shut down in 2025, so you can't make any call and text if your phone doesn't support 4G. I think make phone call and text need 3G cellular net work connection for now even if you don't use data because PM doesn't have WIFI calling function.

Re: How can I access my account?

paction — Thu, 25 May 2023 16:41:57 GMT

Standard Calls and text messages (SMS) only require the normal Phone service. You can turn off 3G/4G/LTE and Wifi and still be able to get and make calls and send and receive sms.

3G/4G/5G are for internet data only.

Re: How can I access my account?

hycm53 — Thu, 25 May 2023 17:00:43 GMT

@paction wrote:
Standard Calls and text messages (SMS) only require the normal Phone service. You can turn off 3G/4G/LTE and Wifi and still be able to get and make calls and send and receive sms.
3G/4G/5G are for internet data only.

What I wrote is about 3G cellular frequency bands that is for cell phone to make phone call and text, is not about for data. As you may know the USA had shut down 2G, and 3G cellular frequency bands, so some customers of PM couldn't make any phone call and text when they were in US even if they had PM US add on because their phones doesn't support 4G or VoLTE.

Re: How can I access my account?

softech — Fri, 26 May 2023 00:26:55 GMT

@esjliv @hycm53

Actually, if you want to test the activation online, you need to logoff from your EverSafe first. Then go back and to click "Subscribe online". It will then ask you to create new account and you can follow the activation from there