topic Re: Activating an account in Get Support

Activating an account

Bagel08 — Sun, 16 Jul 2023 04:36:44 GMT

Hello,

So brief description, I went to reactivate an already existing account that I had used before switching my service to Virgin.
Today, I decided to sign up again with Public Mobile and when I went through the process of setting up the subcription/Esim and transfer over my number that I had with Virgin (NOTE: Virgin deactivated this number so this was my mistake by transfering when I should have not have transfered the number at all).
I was met with the following message :

I do not have access to this number any longer, how can I authenticate to confirm it's me when I no longer even have the number linked to this account?

Re: Activating an account

Handy1 — Sat, 15 Jul 2023 23:36:11 GMT

@Bagel08 Did you port old PM number out to virgin when you left if so it’s not possible . If you didn’t has it been more then 90 days if so not possible . Only if you didn’t port out number and it hasn’t been more then 90 days would this be possible

Re: Activating an account

Handy1 — Sat, 15 Jul 2023 23:38:11 GMT

@Bagel08 .maybe I understood wrong you are having code sent to phone you no longer have . Tap resend a few time and see if you get option to send to email instead .

Re: Activating an account

Bagel08 — Sat, 15 Jul 2023 23:39:54 GMT

I have the phone, I dont have the number.

Re: Activating an account

Bagel08 — Sat, 15 Jul 2023 23:42:42 GMT

Yeah tried : /, coming up as send text / Send voice message.

Re: Activating an account

Handy1 — Sat, 15 Jul 2023 23:43:05 GMT

@Bagel08 So the existing PM account you have . Did you port that number out to virgin . It was virgin and new number when you switched . If you ported it out the account is closed

Re: Activating an account

Handy1 — Sat, 15 Jul 2023 23:43:53 GMT

@Bagel08 please message support then

message support directly

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

VVVVV Link below VVVVV

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

Re: Activating an account

Bagel08 — Sat, 15 Jul 2023 23:43:55 GMT

According to PM its not or I wouldnt be in this problem Ha!

Re: Activating an account

Bagel08 — Sat, 15 Jul 2023 23:44:53 GMT

It would be fantastic if I was able to just start this as fresh account with that number but the authenticator has basically blocked me from proceeding at this time til I get support from PM.

Re: Activating an account

computergeek541 — Sat, 15 Jul 2023 23:45:43 GMT

Re: Activating an account

Bagel08 — Sun, 16 Jul 2023 00:05:55 GMT

Re: Activating an account

Handy1 — Sun, 16 Jul 2023 00:07:54 GMT

@Bagel08 So if you hit resend code a few times or even enter a wrong code few times it should give option to send code to email instead

Re: Activating an account

Bagel08 — Sun, 16 Jul 2023 00:10:00 GMT

Sadly no dice. They are going to cancel the port request all together.

Re: Activating an account

softech — Sun, 16 Jul 2023 00:11:52 GMT

@Bagel08

1. you were with PM before with a xxx-xxx-0003 phone number
2. you migrated to Virgin
3. you come back to create a new account but PM now sends you the code to the old phone number..

this is a glitch with the system when an email used on PM before is reused on this new EverSafe system

See if you can signin back to the account with email, click Resend Code and select Send email

If you can login with 2FA code sent to email, you can then to to Profile page , Manage Eversafe ID and change the phone number back to your current PM phone number

https://myaccount.publicmobile.ca/en/account/my-profile

But if you cannot sign-in still (no email option), you will have to engage support and have them to manually link you new phone number back with the login email. Message them here:

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: Activating an account

softech — Sun, 16 Jul 2023 00:15:06 GMT

@Bagel08 wrote:
Sadly no dice. They are going to cancel the port request all together.

@Bagel08

you don't need to cancel the port request. You can ask PM porting team to continue on with the porting, then approve it when Virgin text comes to your Virgin phone

as to the login, you can try what I suggested or work with support to get it right

Re: Activating an account

Bagel08 — Sun, 16 Jul 2023 00:16:55 GMT

When I was first logging in, it would allow me to confirm it was me with just my email address but then to I would get this as I guess additional security ?

No matter how many times I sent request code, everytime it only gives me the option relating to the number and not my email.

I noticed now when I try logging in it brings directly to this page :

Cant do anything at the moment.

Re: Activating an account

softech — Sun, 16 Jul 2023 00:18:33 GMT

@Bagel08 message support if you have not done so

I think support's reply time is reasonable tonight. so, message them , wait for their reply and hope everything got sorted out tomorrow morning, or before noon 🙂

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: Activating an account

Bagel08 — Sun, 16 Jul 2023 00:22:34 GMT

Yeah I did, its like pulling teeth doing this over email tbh. I remember at one time I was able to speak to an agent over the phone and it's not the agents fault as they are trying their best to resolve this.

Re: Activating an account

softech — Sun, 16 Jul 2023 00:26:19 GMT

@Bagel08

PM has tried live chat at some point last year, I doubt that pilot project has gone anywhere 😞

but support seems to reply quick today, so don't give up

and looking forward to good news from you