topic Re: Loss of Account Access/Ability to use Sevice in Get Support

Loss of Account Access/Ability to use Sevice

dustinllewellyn — Sat, 18 Nov 2023 22:34:43 GMT

Hi, my nephew recently lost the ability to use his phone. It’s saying that he does not have a US roaming package, however, all calls are being attempted from Canada. He also lost access to his account because his password will no longer work so we cannot go into his account to troubleshoot. In order to put a ticket in, PM wants one to sign in. Does anyone have any suggestions as to how we would get both of these issues fixed?

Re: Loss of Account Access/Ability to use Sevice

Chalupa_Batman — Sat, 18 Nov 2023 22:38:21 GMT

Hi @dustinllewellyn

This sadly is an error that's been happening recently. He might be too close to the US border maybe?

When he tries to log in, he can click on lost password and have it reset. If he's still having issues and can't get in, he can reach a CS Agent via this link.

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

Re: Loss of Account Access/Ability to use Sevice

hTideGnow — Sat, 18 Nov 2023 22:46:43 GMT

HI @dustinllewellyn

this message can be an issue with too close to the US border. If he is, change the network select to manual and select Public Mobile

However, this could also be a problem with account suspended (yes, weird and wrong error). So, ask your nephew to use Incognito/Private/Secret mode on the browser to check My account and confirm if account is active

if still have problem, please submit ticket with CS agent

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

Re: Loss of Account Access/Ability to use Sevice

dustinllewellyn — Sat, 18 Nov 2023 22:47:34 GMT

No, sadly. Nowhere near the US border. Strange…

Re: Loss of Account Access/Ability to use Sevice

hTideGnow — Sat, 18 Nov 2023 22:49:04 GMT

@dustinllewellyn wrote:
No, sadly. Nowhere near the US border. Strange…

HI @dustinllewellyn then it is an account suspended problem

You can also confirmed by calling from a landline to 1-855-4PUBLIC, then enter his phone number, it will confirm if account is active

if system says it is active, ask your nephew to put the PM sim card in another phone and test

Re: Loss of Account Access/Ability to use Sevice

Garry2002 — Sun, 19 Nov 2023 00:02:43 GMT

This says Koodo when you call… weird?

Re: Loss of Account Access/Ability to use Sevice

Garry2002 — Sun, 19 Nov 2023 00:14:19 GMT

This fixed the ability to use the phone. THANK YOU. Now, just need to merge accounts.

Re: Loss of Account Access/Ability to use Sevice

hTideGnow — Sun, 19 Nov 2023 00:19:26 GMT

hi @Garry2002 PM is one email can only be used for one account. What are you trying to merge?? if you have multiple lines, you cannot really merge into one