topic Online Account Locked In Sim Setup Screen And I've Been A Customer For Years... in Get Support

Online Account Locked In Sim Setup Screen And I've Been A Customer For Years...

Rossco53 — Wed, 30 Aug 2023 19:09:33 GMT

I need help. Every time I login to my account it takes me "Let's complete your activation" setup screen. The problem is I have been a customer of Public for MANY years and now there's no other option than that screen. I can't access my profile or account in anyway, it's stuck on this screen. I've reset my password a few times and regardless it takes me to this screen. I'm stuck. I can't even cancel my account if I wanted. Please, somebody help? Who is a moderator here who can fix this?

Re: Online Account Locked In Sim Setup Screen And I've Been A Customer For Years...

Handy1 — Wed, 30 Aug 2023 19:26:20 GMT

@Rossco53 Please submit ticket with support

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: Online Account Locked In Sim Setup Screen And I've Been A Customer For Years...

maple_leaf — Wed, 30 Aug 2023 20:16:30 GMT

Hi @Rossco53 , The EverSafe ID (email and password) for the online account is never deleted/cancelled. Only one subscription (phone number/plan) can be associated with one email address. When a subscription lapses or is transferred out, for example, the online account remains and can be used to start a new activation at a later date. The "Let's complete your activation" screen you are seeing after logging in to your online account, would indicate that there is no current subscription attached to your account. Do you currently have a working cell phone number with Public Mobile? Are you logging in through the Public Mobile app installed on your phone, or with a browser on a PC? Do you have an alternate email address that may be attached to your active phone number?

Mobile app FAQs:

https://www.publicmobile.ca/en/on/get-help/articles/public-mobile-app-faq

How to subscribe:

https://www.publicmobile.ca/en/on/get-help/articles/subscribing

Payment Methods/Resume Service:
https://www.publicmobile.ca/en/on/get-help/articles?category=_articleCategory_payment-support&subcategory=_articleSubCategory_payment-methods

EverSafe ID FAQs:
https://www.publicmobile.ca/en/on/get-help/articles/eversafe-faqs

Hope this helps.

Re: Online Account Locked In Sim Setup Screen And I've Been A Customer For Years...

LitlLdy — Wed, 30 Aug 2023 20:51:40 GMT

@Rossco53 wrote:
I need help. Every time I login to my account it takes me "Let's complete your activation" setup screen. The problem is I have been a customer of Public for MANY years and now there's no other option than that screen. I can't access my profile or account in anyway, it's stuck on this screen. I've reset my password a few times and regardless it takes me to this screen. I'm stuck. I can't even cancel my account if I wanted. Please, somebody help? Who is a moderator here who can fix this?

@Rossco53 ,

How long has it been since you were able to successfully login to your account?

Have you set up EverSafe yet since it was added to Public Mobile in May?

Is your email address the same in your My Account as your Community account?