topic Re: Locked out of my account with no service in Get Support

Locked out of my account with no service

johnafol2 — Sun, 05 May 2024 03:56:28 GMT

I could not send/receive text messages after porting to PM, so I tried deleting and adding my eSIM again. I cannot access my account because I need a 2FA for the number which is tied to my eSIM. So now, I am locked out of my account and have no service. PM support is horrible, 12 hours after reaching out to the CS_Agent, I have received no response.

Re: Locked out of my account with no service

softech — Sun, 05 May 2024 03:08:27 GMT

@johnafol2 you shouldn't delete the esim as usually it is just a sim setup problem on the device.

You will need support to send you another one and assist in setting it up. Did you check your Community inbox for support reply?
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Message them again

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Locked out of my account with no service

johnafol2 — Sun, 05 May 2024 03:10:40 GMT

Yeah, it's my fault for deleting it. In the welcome email, it looked like I could generate a new one, but I was wrong. I have checked my inbox several times across today and there has been no response. I'm not sure double posting would help.

Re: Locked out of my account with no service

softech — Sun, 05 May 2024 03:13:46 GMT

@johnafol2

yes, message them again help. Message them once more tonight.

Re: Locked out of my account with no service

Phil_Adelphus — Sun, 05 May 2024 11:27:23 GMT

@johnafol2 The text message problem for some new customers is a currently known technical glitch that requires customer support to fix. Hopefully when they contact you they will also be aware and deal with that problem, if it still exists, at the same time as the esim. Support's hours are 9 a.m. to 10 p.m. ET so depending when you tried to contact them that could explain the delay in getting back to you. Usually they are quite quick although I haven't had to contact them very often.