topic Re: Logged out in Get Support

Logged out

Ans3 — Fri, 02 Jun 2023 22:58:35 GMT

My partner, who also uses Public Mobile has been unable to log in, due to the fact that he changed his email address without letting Public Mobile know and forgetting his password. Also his credit card info needed to be renewed, but he couldn't log in. After trying many things and many times, we thought he should buy another PM SIM card. We have been waiting for it for over 2 weeks.

Does anyone have any suggestions how we should proceed?

Re: Logged out

Handy1 — Fri, 02 Jun 2023 23:01:59 GMT

@Ans3 You don’t need a new SIM card if he still has his original one …. To get services working right away if he happens to remember the 4 digit PIN number he can *611 … also you can buy a voucher from 7-11 shell Canadian tire and load it *611 to resumed services and get support to help you regain access to his account

while your already here and logged in the community

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

Re: Logged out

Yummy — Fri, 02 Jun 2023 23:14:32 GMT

Changing email will not affect his ability to log in. So, if he remembers password he can still get in.

But if does not, then contact agent to update his email and pass.

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 messaging might take longer.
Watch for envelope in top right corner of Community page. It will show Number of unread emails.

Re: Logged out

HALIMACS — Fri, 02 Jun 2023 23:23:24 GMT

@Ans3 wrote:
My partner, who also uses Public Mobile has been unable to log in, due to the fact that he changed his email address without letting Public Mobile know and forgetting his password. Also his credit card info needed to be renewed, but he couldn't log in. After trying many things and many times, we thought he should buy another PM SIM card. We have been waiting for it for over 2 weeks.
Does anyone have any suggestions how we should proceed?

Definitely do not need to swap out SIM cards, @Ans3

That's only needed when the original SIM card is lost or stolen or becomes permanently damaged.

You simply need to contact a Customer Support Agent to have them reset your login credentials.

The question is, are you WITH or WITHOUT service currently? If without, use a Public Mobile payment voucher available at the locations below to get service going.

Then, follow above advice to contact Customer Support to get that login worked out.

Re: Logged out

BKNS27 — Sat, 03 Jun 2023 01:23:47 GMT

@Ans3

Did both of you registered your email on Eversafe ID. This is all new so enter your registered email address but you might have to enter a new password containing upper case, lower case, number and symbol.

Make a note somewhere safe for future login.