topic Re: Old Number in Get Support

Old Number

Bvandoninck — Thu, 25 May 2023 21:05:32 GMT

Please help!!! I just bought and activated a new SIM and it keeps wanting to text me for authenication at an old Public Number from two years ago that I no longer have access to. It keeps taking me in circles to submit a ticket but when I try to chat with an agent it keeps going back to saying its sending a code to the old number

Re: Old Number

softech — Thu, 25 May 2023 21:08:12 GMT

@Bvandoninck was the sim already activated or you are in the process of activating it? Are you using the old email address you used for the ole Public Number 2 years ago?

If you have not completed the activation yet, you might want to use another email address to create the EverSafe id/My Account login.

If you have completed the activation, then you will need to open ticket with PM support.

1. Open ticket via Chatbot at: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Click "Yes, I'm a customer", then click "Sign In", once signed in, ignore the choices and type "Contact agent"
Then click "Contact Us", and click "My Account". Finally click "Click here to submit a ticket ↗ " and you can open the ticket

2. Or if you have trouble 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 top right) after the ticket is opened. CS Agent will reply to you there

Re: Old Number

hairbag1 — Thu, 25 May 2023 21:08:23 GMT

@Bvandoninck

did you use the same email address for the new activation ? Try a new email address...if using gmail, you can use alias.

Re: Old Number

PBForMe1 — Thu, 25 May 2023 21:17:23 GMT

Try resetting your password, then it may let you login by sending a code to your email.

Re: Old Number

Bvandoninck — Thu, 25 May 2023 21:26:53 GMT

It won’t let me get beyond Confirm for Full Access

Re: Old Number

softech — Thu, 25 May 2023 21:27:47 GMT

@Bvandoninck

Please open a ticket with support using direct message :

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: Old Number

Bvandoninck — Thu, 25 May 2023 21:53:49 GMT

I was able to submit the ticket but for the life of me I cannot see an envelope icon

Re: Old Number

OpaD1 — Fri, 26 May 2023 00:16:42 GMT

I'm in the same boat. See my post here: (currently open ticket with CS_Agent but not luck so far) see here.
https://productioncommunity.publicmobile.ca/t5/Announcements/We-want-to-hear-from-you-technical-concerns-glitches-or-bugs/m-p/985870/highlight/true#M60468

Let me know if you sorted out yours.