topic Re: So lost in Get Support

So lost

Mami99 — Tue, 20 Jun 2023 03:10:49 GMT

It’s super frustrating when trying to restart my child’s account after my old credit card was replaced: the phone doesn’t get the pin numbers for some reason so how can I verify the account??

it’s been a while since I last had to sign in, and I lost the info of the email & password so I’m not sure where do I go from here?

if someone could please help I’d greatly appreciate it

Re: So lost

Handy1 — Tue, 20 Jun 2023 03:15:06 GMT

@Mami99 Hit resend a few times you should get option to send code to email instead

Re: So lost

Handy1 — Tue, 20 Jun 2023 03:18:13 GMT

@Mami99 You may need support to help you regain access if you no longer know the email and password

Message support directly

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

Re: So lost

maximum_gato — Tue, 20 Jun 2023 03:20:44 GMT

@Mami99

If you can still call 611 or 1 855 4PUBLIC and enter your daughter's 10 digit phone number to access the account info then paying for her plan using a pm voucher or an instant top up (RTP) to reactivate it will help immensely in regaining access to her account and login credentials.

Vouchers are available at many retail locations or online and instant top ups at a few retail locations. Here is more info on tried and tested retailers....

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-How-to-use-a-Voucher/td-p/846594

https://productioncommunity.publicmobile.ca/t5/Get-Support/Online-Top-Up-Payments-Muskbird-com/td-p/928724#M638141

Re: So lost

dust2dust — Tue, 20 Jun 2023 03:37:03 GMT

Did you try the forgot email function. Not sure if it works if the new system hasn't been set up yet.

Re: So lost

esjliv — Wed, 21 Jun 2023 12:20:20 GMT

@Mami99 - how long has your child's account been in suspended/nonpay status. If over 90 days, the account is closed and phone number is gone. But, since this is a card replacement, I suspect it has been that long.

If an EverSafe username (email) and password was not set up for this account yet, the system may act differently when the account is Active as opposed to Suspended (in nonpay status).

I like the idea trying @dust2dust 's suggestion by using the "Forgot email" function: https://eversafe.id.telus.com/user/forgotemail?locale=en&ForceAuth=true. Then check all possible emails it could be connected to (remember to check the spam folders).

But if this account was not registered to an email, and the account is Suspended, then you could activate it by making a payment by other methods to pay other than through My Account: https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

Locations to obtain some vouchers found here: https://publicmobile.ca/en/on/payment-voucher

Then, once active try the "Forgot email" again, to get an SMS to the phone.

Otherwise, see @Handy1 's post to submit a ticket to Public Mobile support staff to get access into your child's My Account.