topic Re: cannot access my account in Get Support

cannot access my account

Dana6 — Tue, 15 Aug 2023 20:36:38 GMT

Hello,

I used to have an account and phone number but traveled for a few months and just returned. I was not able to check the details of my account because my email is not recognized. Would it be possible to let me know the status of my account?
Thank you

Dana

Re: cannot access my account

hTideGnow — Tue, 15 Aug 2023 20:38:13 GMT

HI @Dana6

did you try to reset the password?

if unable to , please submit a ticket with CS agent:

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

Re: cannot access my account

softech — Tue, 15 Aug 2023 20:39:15 GMT

@Dana6

when was the last time you paid? was it over 120 days ago or any chance the account has been suspended for over 90 days?

Call 1.855.4PUBLIC from another phone, enter 1 for English and your phone number after

if the system is unable to locate your account, then your account was suspended for over 90 days due to non-payment and has been cancelled permanently .

Re: cannot access my account

Dana6 — Tue, 15 Aug 2023 20:41:28 GMT

thank you -- i tried to reset the pwd but my email address is not recognized ... I did open a ticket with the CS agent now, thanks!

Re: cannot access my account

BKNS27 — Tue, 15 Aug 2023 21:13:09 GMT

@Dana6

Did you kept up with your monthly payment while you are away?

If not and stopped payment for longer than 90 days, your account will be closed, SIM rendered useless and you lost your number.

If you kept up with monthly payments then wait for a reply from a CS_Agent that you contacted.

Re: cannot access my account

maple_leaf — Tue, 15 Aug 2023 21:19:47 GMT

Hello @Dana6 ,

Sorry to hear you are having trouble accessing your account. Apart from all the great suggestions and solutions mentioned above, did you try the "forgot email" link on the login page? I've attached screenshots to assist:

If the system isn't recognizing your email or number, then customer service is your best support. Hope this helps.