topic Re: Can't access account in Get Support

Can't access account

momma3bear — Thu, 18 Jul 2024 22:32:41 GMT

I set up 3 accounts. One for myself, my son and daughter. The issue is with my daughters account. For some reason when I signed in after recovering using her phone number it is treating her account as new and I can not get to her actual account. I can't cancel or make changes to her service. I'm at my wits end. Can I just cancel payments at credit card and go somewhere with actual customer service?

Re: Can't access account

eddieO — Thu, 18 Jul 2024 22:59:40 GMT

@momma3bear are you trying through the PM app? Is so try going into your phone's settings, select the PM app and clear data then try going back in

You can also try going into her account through the website. If you have been using the website try clearing the website cache or going incognito

Re: Can't access account

Terryscell — Thu, 18 Jul 2024 23:02:46 GMT

Is it possible to try "Forgot Password"?

Re: Can't access account

momma3bear — Thu, 18 Jul 2024 23:03:10 GMT

I've tried both and when I got in all the account information is gone and it's trying to sell me a new subscription.

Re: Can't access account

momma3bear — Thu, 18 Jul 2024 23:04:45 GMT

Her phone works and the charge is going to my credit card?

Re: Can't access account

Phil_Adelphus — Thu, 18 Jul 2024 23:36:03 GMT

@momma3bear For customer service open a ticket at the chat icon bottom right of this page. If that doesn't work then send agents a private message using this link

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

Make sure to check the envelope icon top right for a reply, or tap your avatar to the right of the bell icon for Messages if your device doesn't show an envelope.

Re: Can't access account

CS_Agent — Sat, 20 Jul 2024 00:14:46 GMT

Hi momma3bear,

Due to no response after 24 hours, this interaction is being closed automatically.

Remember in case you have more questions you can always reach us through the community or chatbot SiMon on the following links:

Chatbot SIMon:

https://www.publicmobile.ca/en/on/get-help

Public mobile community:

https://productioncommunity.publicmobile.ca/t5/Public-Mobile-Community/ct-p/Public_Mobile_Community

Carlos

Customer support agent

Re: Can't access account

computergeek541 — Sat, 20 Jul 2024 04:00:28 GMT

@CS_Agent wrote:
Hi momma3bear,

Due to no response after 24 hours, this interaction is being closed automatically.

Remember in case you have more questions you can always reach us through the community or chatbot SiMon on the following links:

Chatbot SIMon:
https://www.publicmobile.ca/en/on/get-help

Public mobile community:
https://productioncommunity.publicmobile.ca/t5/Public-Mobile-Community/ct-p/Public_Mobile_Community

Carlos
Customer support agent

@Carlos_T @Carlos_F @carlos_d @Carlos_Z

I'm not sure which CSA posted the above quoted post, but this message thread isn't a a support ticket, nor is this a private message being sent to any specific customer.

Re: Can't access account

momma3bear — Fri, 26 Jul 2024 15:20:05 GMT

None of these things have worked.

Re: Can't access account

eddieO — Fri, 26 Jul 2024 15:29:46 GMT

Hi @momma3bear, Is the service continuing to work, calling, text, data (if included in plan)?

I would try uninstalling the Public Mobile app from the phone, restart the phone and try re-installing the app again.

If this does not help I honestly don't know what else to suggest other than to open a new ticket with the CS_agent as there must be something they can do on their end. Hopefully the service is still working but I can see the frustration of not being able to access the account to manage it self-serve as it is intended to be. What type of phone is having the issue?