topic Re: Can't log in in Get Support

Can't log in

robinmacl — Mon, 12 Jun 2023 16:40:53 GMT

This is day two trying to get access to my daughter's account. I now want to port the number to a new service, but I can't even do that because the account is not active. Worst customer service ever. Please tell me how she can access her account.

Re: Can't log in

Handy1 — Mon, 12 Jun 2023 16:43:50 GMT

@robinmacl The account needs to be active to port number out of PM

add you need to make payments to resume service then you can port , but once active best to keep the service for the next 27-28 days then port

Re: Can't log in

hairbag1 — Mon, 12 Jun 2023 16:43:35 GMT

@robinmacl

if her account is not Active...she won't be able to port anyhow. It has to be an active account in order to port away.

Re: Can't log in

softech — Mon, 12 Jun 2023 16:44:56 GMT

@robinmacl Yes, only active account can be ported

A quick way to get the account active is to make a payment using *611 with your 4 digits account PIN.

Another way is to get a voucher from SDM/711/Shell/London Drug and then load the voucher using *611 (no account pin required)
then for porting, you can try to provide the IMEI number instead of account number and it could work

But if they account number, or if you need to access My Account to pay, then your issue is likely that you haven't completed the EverSafe ID login.

PM just changed to a new EverSafe login system and you need to complete the setup

Since you have not created an EverSafe id yet, you won't be able complete the part to link your My Account with the EverSafe ID, that needs a working phone with a working PM sim using SMS. (Sending the code to email would not be a choice until EverSafe id is fully setup)

Try these workarounds, it could bypass the SMS in linking My Account with EverSafe ID

Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
(!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

If none of those workarounds helps, please open ticket with support and have them to help in this situation:

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

Re: Can't log in

esjliv — Mon, 12 Jun 2023 16:46:49 GMT

@robinmacl wrote:
This is day two trying to get access to my daughter's account. I now want to port the number to a new service, but I can't even do that because the account is not active. Worst customer service ever. Please tell me how she can access her account.

@robinmacl - are you only porting out because you can't log into your daughter's account? If still issues after other suggestions. Contact Public Mobile Representatives (CSA) to help, by submitting a message(ticket) to them here: Private Message to Public Mobile Customer Support Agents (CSA)

Re: Can't log in

robinmacl — Mon, 12 Jun 2023 16:47:51 GMT

Can't log in to make a payment.

Re: Can't log in

dust2dust — Mon, 12 Jun 2023 16:52:00 GMT

Right. So buy a voucher in lots of stores or online and you can dial 1-855-4pu-blic to enter it if you don't have the phone in front of you. (611 is to be dialed on the actual phone) Or go to some stores and use the real time payments method.

Then the account will reactivate and then you can either do all the new account switchover or port the number to another provider as suggested with the IMEI.

Re: Can't log in

BKNS27 — Mon, 12 Jun 2023 16:59:01 GMT

@robinmacl

Did you or your daughter create a Eversafe ID? This is a new thing so you need to create an ID first before you can login.

Click on Sign Up and enter her email address and new password so you can login to her account but make a note of her email and password somewhere safe so you won’t forget.

Re: Can't log in

robinmacl — Mon, 12 Jun 2023 16:59:36 GMT

Thanks for the suggestion. I tried this, but don't know the pin - so this also doesn't work.

Re: Can't log in

dust2dust — Mon, 12 Jun 2023 17:03:25 GMT

Vouchers don't need the 4 digit account pin. Nor does the real time payments method.

Re: Can't log in

robinmacl — Mon, 12 Jun 2023 17:03:28 GMT

Yes, I have been trying to pay the bill for two days now, but can't get into the account and there is no live help, so I'm done.

Re: Can't log in

Handy1 — Mon, 12 Jun 2023 17:39:40 GMT

@robinmacl You need to get vouchers and load them in thru 6111 no pin needed .. then you be able to port t number .. as for support everything is done online so it thru private message here’s link for support

Message support directly

while your already here and logged in the community you can send a private message To CS_Agents click >>>here.<<<