topic Re: I need my account cancelled in Get Support

I need my account cancelled

Henrynotworking — Sun, 03 Sep 2023 18:58:41 GMT

Hello, I had 2 accounts with public mobile for a while. First for my wife and second for my daughter.

I was setting up an account for my son and made the mistake based on the suggestion to agree to e-sim instead of physical sim. It did not work and each time I log into my account it sends me to complete activation ...it's a loop that does not go anywhere. I never used this service, I can't use it. First I was charged on July 1 $44.07 and then every 30 days after. Please cancel this subscription and refund the ones charged. As you will see, there was never any usage there.

Instead, on July 10 I drove for more than 1 hour to Mississauga to find one of the last existing physical shops to set up the service for my son. The individual working there said the e-sim issue is a common one and so I paid for a physical sim card and set up a subscription that way.

This has been beyond frustrating, especially with almost non-existent live person support.

Thank you,
Mark

Re: I need my account cancelled

hTideGnow — Sun, 03 Sep 2023 19:03:22 GMT

hi @Henrynotworking

PM is prepaid, they don't provide refund a lot. But submit ticket and explain and hope they can do something

Submit ticket

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

Re: I need my account cancelled

Chalupa_Batman — Sun, 03 Sep 2023 19:05:18 GMT

Hey @Henrynotworking

As @hTideGnow , PM is not refundable. You could try a CS Agent but it's their discretion.

Go into the account and remove the CC information and remove subscribed.

Re: I need my account cancelled

Henrynotworking — Sun, 03 Sep 2023 19:10:26 GMT

I am not able to do anything in the account. It is a loop it tells me to complete registration and code is sent to the phone. It does not send anything. So, I can't remove my CC, I can't do anything!

Re: I need my account cancelled

Chalupa_Batman — Sun, 03 Sep 2023 19:12:29 GMT

If it's looping, go to your browser settings and clear your cache. Then try logging back in and try agin.

Re: I need my account cancelled

Henrynotworking — Sun, 03 Sep 2023 19:14:39 GMT

The browser is not the issue, Public Mobile is.

As soon as I log into my account it sends me to finalize the set up by sending a code to the new phone.

The issue is e-sim and the code never reaches the phone. In the meantime the full use of my account is not there.

Re: I need my account cancelled

Chalupa_Batman — Sun, 03 Sep 2023 20:10:44 GMT

OK. No worries. If it wants to send the code to the phone and that's where the problem is, you can have the code sent to the email you signed up with for the account.

Can’t get the 6 digit 2FA code to your phone? Try this method

First, sign into your account at www.publicmobile.ca and use the email you signed up with and the password. If it asks you for a 6 digit code, it will say at the top left CONFIRM YOUR IDENTITY.- Enter the 6- digit code sent to *********. But it’s not working!!! As you see by the screen shot below, 1. Click the This is a trusted device. 2. Didn’t get the code? Click on that.

Then, the next window that pops up is this.

Click on Send email. Here it will send you the 6 digit code to the email you registered with. This step is very important. Do not just copy and paste. Enter each digit using your key pad.