topic Re: eSIM Transfer & Plan Change in Get Support

eSIM Transfer & Plan Change

Hywrd — Wed, 27 Mar 2024 22:22:42 GMT

Two Things.

1. I just transferred my number from Virgin to Public, eSIM to eSIM, but I am not receiving the 6 digit text code to confirm my identity. I've performed a hard reset, but still no luck. I can make calls and do everything else.

2. I mistakenly chose the wrong plan, as I wanted the 60GB Canada-US plan. Can someone from the support team assist me with this adjustment, since I am new to Public and need this changed.

Thanks!

Re: eSIM Transfer & Plan Change

Handy1 — Wed, 27 Mar 2024 22:24:23 GMT

@Hywrd Did you reply yes to the confirmation text from old provider ?

you can reach out to support and they may be able to help you change to correct plan

submit ticket with support . using the chat bubble bottom right of screen

If that doesn’t work you can always send private message to support .

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: eSIM Transfer & Plan Change

Chalupa_Batman — Wed, 27 Mar 2024 22:26:25 GMT

Hey @Hywrd

To reach a Customer Service Agent, click on the chat bot at the bottom right corner of the page.

WIth regards to getting the code, here's how to send it to your email instead.

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

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 screenshot 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 keypad.

You should now be able to get into your account.

Created by Chalupa Batman

Page froze when I added this. LOL

Re: eSIM Transfer & Plan Change

will13am — Wed, 27 Mar 2024 22:25:05 GMT

@Hywrd , have you enabled the Public Mobile e-SIM in the SIM manager? I believe you need to set the Public Mobile e-SIM to active and make it the primary talk and text. As for switching plans, if you cannot tolerate keeping the plan you accidentally chose in error for the next 30 days, you will need to ask support to help with an immediate plan change that will not involve losing the payment for the current plan cycle. Use the chat symbol on the lower right corner to initiate a support ticket.

Re: eSIM Transfer & Plan Change

Hywrd — Wed, 27 Mar 2024 22:51:28 GMT

I am logged in with my Community login and my Public Mobile account is active.

I have a Support Ticket issued, but when I click on "View Copy of my Ticket" I get this

Access Denied You do not have sufficient privileges for this resource or its parent to perform this action.

Re: eSIM Transfer & Plan Change

Hywrd — Wed, 27 Mar 2024 22:56:37 GMT

Phone eSIM is set to primary. Still not getting the code. I can still log into my Virgin account. I am logged in with my Community login and my Public Mobile account is active. I have a Support Ticket issued, but when I click on "View Copy of my Ticket" I get this: Access Denied You do not have sufficient privileges for this resource or its parent to perform this action.

Re: eSIM Transfer & Plan Change

Hywrd — Wed, 27 Mar 2024 23:06:04 GMT

Private Message is now turned on. Do I send a new Ticket then?

Re: eSIM Transfer & Plan Change

fixin — Wed, 27 Mar 2024 23:14:30 GMT

@Hywrd - If it doesn't show up in the sent messages box (https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage/tab/outbox)

Yes, then send another ticket to CS_Agent. If the ticket you created when you have private messages disabled worked, then they should reply within 48 hours of your ticket.