topic Re: Account Access in Get Support

Account Access

Keith_B — Thu, 31 Aug 2023 01:00:18 GMT

I am trying to access an account, but I no longer can.

I successfully logged in this morning, but at a later attempt, I was advised the password was incorrect, and the reset it not send codes the the email or phone number. I get the same behaviour using web access or the app.

It feels like the account is dead.

Re: Account Access

Handy1 — Thu, 31 Aug 2023 00:43:51 GMT

@Keith_B 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: Account Access

abtest — Thu, 31 Aug 2023 00:46:42 GMT

And... @Keith_B - use should remove your personal information from your post.

Re: Account Access

HALIMACS — Thu, 31 Aug 2023 00:57:24 GMT

Let me be clearer, @Keith_B

Folks on this site are other customers like you - you're not chatting with Public Mobile staff here. Posting personal information here is like putting it out there for anyone & everyone to see.

To amend your post, tap the downward arrow upper right, then you'll be presented with the option to edit your post.

THEN, you can reach out to customer support if you need their assistance. But before you go there, do any/all/only some of your calling features still work? Texting, calling, data? If not, have you tried adding funds to reactivate. That can be done on self-serve once access is regained, or by purchasing a Public Mobile payment voucher, and dialing 611 from the device (yes, it'll work even if suspended), and adding the voucher details through that service.

Re: Account Access

Keith_B — Thu, 31 Aug 2023 00:57:45 GMT

Thanks

Re: Account Access

HALIMACS — Thu, 31 Aug 2023 00:59:03 GMT

For sure, @Keith_B

Do any/all/only some of your calling features still work? Texting, calling, data?

Re: Account Access

Keith_B — Thu, 31 Aug 2023 01:02:39 GMT

Nothing seems to be working. Prerecorded 'last of service' messages on outbound, and inbound callers recieve "the customer is in the USA without a roaming plan".

Re: Account Access

HALIMACS — Thu, 31 Aug 2023 01:04:40 GMT

@Keith_B What messaging do you hear when you call 611 from the device? Can you try the PM SIM card in another (known to be working) mobile device to see if service works with it? While at it, try that person's SIM card in your device to see if services work on your device with their SIM.

Re: Account Access

Keith_B — Thu, 31 Aug 2023 01:23:58 GMT

611 --> some generic verbiage and the "your service has been temporarily disabled. Please make a payment."

That is where the problem is I can't log in to pay?

Re: Account Access

maple_leaf — Thu, 31 Aug 2023 02:09:46 GMT

Hello @Keith_B , Are you using a different email address to log into your Community account? You can manage your EverSafe ID to regain access to your account. I've included some links below with more information about resuming service, payment, and EverSafe ID:

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: Account Access

Keith_B — Thu, 31 Aug 2023 02:33:17 GMT

Yes, I am using a different email address for the Community account.

I will look into the links

Re: Account Access

Keith_B — Thu, 31 Aug 2023 03:12:07 GMT

The account I am trying to access IS an EverSafe ID.

I was able to log into a Portal. There is an unrecognized phone number, and when I tried to add the actual it stated that "it needed to be unique". It wanted to, "continue setup", but the same password that worked to log into the portal does not work.

Re: Account Access

Keith_B — Thu, 31 Aug 2023 03:26:09 GMT

After logging into the Portal, a box pops up "Let's complete your activation", and gives me two choices: (A) Resume activation, or (B) return to login.

selecting (A) puts me into a password error issue that I am unable to reset. Selecting (B) lets me log in again, but goes back to resuming activating. Are there different passwords for the 'portal' and the 'account'?

Re: Account Access

maple_leaf — Thu, 31 Aug 2023 03:39:58 GMT

What you are describing is an online account with no active subscription. The EverSafe ID remains active even if no subscription is attached. This is why you are receiving a prompt to activate a new service when you log in. If you are wanting to activate a new service, you must do so from the app installed on your phone. It cannot be done from a browser on your PC, hence the login loop. The unrecognized number may be your previous number in service with Public Mobile? Did you previously have service and then transfer your number out to another provider, or let the service lapse? I think you said previously that a call to *611 informed you that your service was inactive. Did you have the chance to review the following link regarding how to resume your service?:

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

Hope this helps.