topic Re: Unable to Access Account Add-Ons in Get Support

Unable to Access Account Add-Ons

Jojucutan — Wed, 03 Jan 2024 18:28:13 GMT

Hi there, I'm trying to access my app account to add a Roaming add on while I'm in the states, but it still thinks I need to activate my SIM card, and when I do it says the SIM is already being used. Don't know how to pass this stage, and can't do anything on the web site either.

Re: Unable to Access Account Add-Ons

hTideGnow — Wed, 03 Jan 2024 18:29:29 GMT

hi @Jojucutan

I think the EverSafe didn't have yiur my account setup properly

please submit a ticket with CS Agent and get it resolved
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Unable to Access Account Add-Ons

Handy1 — Wed, 03 Jan 2024 18:30:12 GMT

@Jojucutan You will need to reach out to support to help

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Unable to Access Account Add-Ons

Dunkman — Wed, 03 Jan 2024 18:34:20 GMT

@Jojucutan

More details would be helpful. Were you able to access your PM app before? Did you activate your plan recently or an older customer? Wondering if you sign up for Eversafe login before.

You could try dealing 611 on your phone. If you know your PIN, you should be able to purchase add on via 611.

https://www.publicmobile.ca/en/ab/get-help/articles/managing-your-account-with-611

Re: Unable to Access Account Add-Ons

Jojucutan — Wed, 03 Jan 2024 18:39:31 GMT

Hey Dunkman! I'm a new customer, and frankly trying to use the submit a ticket form on the website wasn't working so I just let it slide. Now that I'm trying to access add-ons in a different country makes it tricky and unfortunately am unable to call. Haven't signed up with an Eversafe login I don't think.

Re: Unable to Access Account Add-Ons

hTideGnow — Wed, 03 Jan 2024 18:43:00 GMT

hi @Jojucutan if you are new customer, you are already enrolled to EverSafe

BTW, PM has only roaming service for US and no where else Whar addon you were to get?? US roaming?

and if you need agent help? instead of Chatbot, please use this message link

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

Re: Unable to Access Account Add-Ons

Dunkman — Wed, 03 Jan 2024 19:07:47 GMT

@Jojucutan wrote:
Hey Dunkman! I'm a new customer, and frankly trying to use the submit a ticket form on the website wasn't working so I just let it slide. Now that I'm trying to access add-ons in a different country makes it tricky and unfortunately am unable to call. Haven't signed up with an Eversafe login I don't think.

@Jojucutan

If new customer, you would have created Eversafe login already. Were you able to access PM app before?

You should be able to call *611 while in the USA to access 611 menu.

If you have access to Wifi, try to login via website instead. Either on phone or laptop.

Re: Unable to Access Account Add-Ons

Jojucutan — Wed, 03 Jan 2024 22:56:21 GMT

The PM CS agent responded and they changed my number to get it all fixed! I can access the app now, but now I have the issue of trying to get my old number back. Looks like I was in a phone limbo bc I was porting my number from Rogers.