topic Re: Community Account was deleted/replaced? in Get Support

Community Account was deleted/replaced?

Anonymous — Thu, 30 Nov 2023 16:37:06 GMT

I've been a Public Mobile customer for many years and had a Community account with the same email as my "My Account" for PM. These were separate accounts, with separate passwords. I'm guessing this issue is a result of the Community authentication being merged with the "My Account" and broader Telus authentication.

I haven't logged into the Community for a while. When I tried today, I was prompted to enter a nickname. I entered the nickname I had for my Community account before, and was told it's "already in use". I logged out, and tried to log back in with my Community credentials and was told the password didn't match. When I log in with my "My Account" credentials I'm prompted for a nickname again.

So, I've created a new nickname. But this is a brand new account and I've lost access to all my previous post history and support interactions. Is there anyway to get access to "proper" community account?

Re: Community Account was deleted/replaced?

hTideGnow — Thu, 30 Nov 2023 16:42:02 GMT

HI @Anonymous

Yes, PM started using EverSafe earlier this year. Some accounts were not migrated properly and you might be one

What was your old community id?

to link it back up , you need PM agent's help. please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Community Account was deleted/replaced?

Meow — Thu, 30 Nov 2023 16:43:25 GMT

Uh... There was a process when new system was introduced to convert (sync) your Community with My Account. Some people had issue with conversion but I believe agents were able to assist them.
If nobody of regulars know exact process, you should get in touch with agent.

To Contact CSA-agent: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Just type ‘ticket’ and follow prompts. Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly: send a private message to the CSA - agent by clicking (Ctrl+) Here

Re: Community Account was deleted/replaced?

mindy20 — Thu, 30 Nov 2023 17:48:09 GMT

@Anonymous , I had the same situation as you now. It happens after the system updated to EverSafe system. Fortunately, I keep the first email I registered the public mobile community first time. I just submit a ticket to the @CS_Agent with the email screenshot of the community account nick name. Then the agent updated manually in the system and then I can used my own.

Hopefully you can get your nickname back.

Re: Community Account was deleted/replaced?

Anonymous — Thu, 30 Nov 2023 17:57:46 GMT

Thank you! I do have the original registration email as well if required. I've opened a ticket to see what happens.

Re: Community Account was deleted/replaced?

Anonymous — Thu, 30 Nov 2023 17:58:40 GMT

Thanks! I've opened a case, hopefully they can solve it.