topic Re: Account Cancellation in Get Support

Account Cancellation

sandkae — Tue, 08 Aug 2023 15:56:17 GMT

Hi, I have a public mobile account and phone number for my mom. She is currently out of the country and I will need to cancel her account. There is no way to send text verification to that number in order to login to my actual account. I was told by customer service to ask on community in order to cancel account. I am the original account holder as well as make the payments.

Thank you

Sandra

Re: Account Cancellation

computergeek541 — Tue, 08 Aug 2023 15:58:26 GMT

@sandkae wrote:
Hi, I have a public mobile account and phone number for my mom. She is currently out of the country and I will need to cancel her account. There is no way to send text verification to that number in order to login to my actual account. I was told by customer service to ask on community in order to cancel account. I am the original account holder as well as make the payments.

The customer support agent should have offered to remove the credit card from the account. They are the only ones who can do this. The account will be closed after it has been suspended for non-payment for 90 days.

Re: Account Cancellation

Handy1 — Tue, 08 Aug 2023 15:58:49 GMT

@sandkae Try tapping resend code a few times . This should then give you option to send code to email instead . Once logged in you can turn off auto pay and keep plan in suspended state for 90 days before having to make a payment again or account is closed

Turn auto pay OFF/ON 3 easy clicks

Or if you know the 4 digit PIN number

*611

if no luck please submit ticket with support to help

private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Account Cancellation

softech — Tue, 08 Aug 2023 15:59:26 GMT

@sandkae

do you now the account 4 digits pin? if so, you an call 1.855.4PUBLIC, enter 1 for English and then enter the phone number and disable Autopay there

if not, you will have to try to access My Account to disable Autopay from Payment Page->Manage Subscription and toggle off "Subscribed" there

For My Account access, PM just changed to a new EverSafe login system and you need to complete the setup on this new system.

Have you login to My Account since EverSafe was introduced?

If you have already created an EverSafe id, you can ask the code to send to email instead
On the screen it is expecting you to enter the code, click Didn't get the code? or Resend code and then choose Send email

If 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 by direct message 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: Account Cancellation

dust2dust — Tue, 08 Aug 2023 16:00:55 GMT

Customer support told you to come here?!! Was that from a username CS_Agent? If so then reply back to them and inform of the terms and conditions that state they can cancel accounts on request.
Would your mother like to keep her phone number? Or just stop the whole thing?

Re: Account Cancellation

sandkae — Tue, 08 Aug 2023 16:01:50 GMT

Thank you! For some reason it never gave me the email option!! but when I tried to reset my password just now, and tried again it did! Thank you for your help!