topic Unable to access accounts in Get Support

Unable to access accounts

CamEwing — Wed, 12 Jul 2023 16:52:52 GMT

I have been unable to access my two accounts. The initial account I set up I had issues setting up the eSim and was unable to get past the activation page (where it is still stuck). The second account I set up by request of the customer service agent. On this account the agent linked the wrong cell number to the account so I can not get past the 2FA. I no longer have cell service as there was a payment issue and I am unable to access either account to see what the issue was.
In addition the lack of support and helpfulness from the customer service team over the past MONTH has been extremely dissapointing. This is my last effort before filing a CCTS complaint

Re: Unable to access accounts

softech — Wed, 12 Jul 2023 16:52:53 GMT

@CamEwing

so an agent already working with you? you have to work with agent to sort it out then

message them again with your current Community account you are using now

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: Unable to access accounts

CamEwing — Wed, 12 Jul 2023 16:54:58 GMT

I have been in contact with SEVERAL agents and none have been able to solve my situation.

Re: Unable to access accounts

softech — Wed, 12 Jul 2023 16:56:24 GMT

@CamEwing your first account you setting up with eSIM, which stage it got stuck at?

Re: Unable to access accounts

CamEwing — Wed, 12 Jul 2023 16:57:38 GMT

That is the stage it got stuck at, setting up the eSIM. No QR code was provided and the automatic installation failed.

Re: Unable to access accounts

Handy1 — Wed, 12 Jul 2023 16:58:37 GMT

@CamEwing Try taping resend a few times to see if you don’t get option to send code to email instead

Re: Unable to access accounts

CamEwing — Wed, 12 Jul 2023 17:03:56 GMT

My bad, let me be more specific... the current step is is on is to "transfer a number". Last time I contacted customer service they said that my number was already attached to that account, so it will not allow me to transfer the number (as its already connected to the account). When I tried more than a month ago, it did not prompt to send a QR code by email, hence why I contacted customer service and was told to create a second account. I hope I made that clear.

Re: Unable to access accounts

softech — Wed, 12 Jul 2023 17:06:46 GMT

@CamEwing you should get a Welcome email from PM. Check your spam folder

if you don't see it at all, and if the eSIM was never installed, support can send you back one . Just message them:

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: Unable to access accounts

CamEwing — Wed, 12 Jul 2023 17:10:49 GMT

I don't think I ever got a Welcome email as my subscription was never fully activated. I was able to get an eSIM installed, but they never updated my account with it!