topic Re: New Account Creation in Get Support

New Account Creation

DWT — Wed, 13 Mar 2024 16:51:26 GMT

My wife is currently trying to become a NEW Public Mobile customer via the web site and her laptop computer. After picking her plan (which includes a physical sim card for a new phone that she has yet to purchase) she is asked for her email address and informed that a security code will be sent to that address. Unfortunately the code never arrives and the security countdown timer expires. She has made multiple attempts but there is never any email from Eversafe or from Public Mobile - yes, she checked the junk/spam folder.

If Public Mobile cannot send the code to her email address who can she order the sim card and plan and become a customer before getting her new phone?

Re: New Account Creation

hTideGnow — Wed, 13 Mar 2024 16:53:33 GMT

hi @DWT so, she is using the app already?? it should send to her current phone with the phone number, old carrier sim if she requested porting and not PM sim

if unable to login using the app, please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: New Account Creation

DWT — Wed, 13 Mar 2024 17:02:33 GMT

Hi @hTideGnow Thank you for your quick reply. No she is not using the app already. She is with a different service provider and her old phone has died so she thought she would take the opportunity to change carriers and get a new phone at the same time.

We will try your suggestion of contacting through the Chatbot. Hopefully, she can get access to a CS rep even though she does not have an account yet.

Re: New Account Creation

hTideGnow — Wed, 13 Mar 2024 17:08:44 GMT

hi @DWT activation must gone via the app to complete. She can start with browser but she needs the app after payment

If she needs to port in the number, that ni.ner must be active with another carrier

Maybe ask her to pick a new number with PM first for activation for now.

but you likely need agent help to sort out the login issue to continue activation

please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: New Account Creation

DWT — Wed, 13 Mar 2024 18:17:43 GMT

Hi @hTideGnow OK so we have been trying to access a CS agent through both of the avenues that you have suggested. In each case, a user account is required but because my wife is attempting to become a customer for the first time, she has not yet created a user account.

In addition, we swapped her sim car to another phone and tried to download the app. Unfortunately, the app is not compatible with that phone.

Honestly, after her frustration at something that should be simple, she is now thinking of trying some other carrier. Any suggestions about how to contact customer support when you don't yet have an account would be appreciated.

Re: New Account Creation

hTideGnow — Wed, 13 Mar 2024 18:20:27 GMT

hi @DWT use this and use your account to message

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