topic Re: PLEASE HELP!! in Get Support

PLEASE HELP!!

Baphomet — Thu, 22 Aug 2024 23:30:26 GMT

The last three weeks have been a headache, my new iPhone 14 ProMax was stolen from me, I've been made aware I have been paying my bills and my mother has double paid them as well. I would like to talk to someone to get those double payments worked out to be given credit to the months they can be used for.

Now that I have an Samsung Galaxy A15 loaner phone it doesn't support eSIM card, I got a regular SIM card but need help to transfer my account to this new SIM and new phone. PLEASE PLEASE SOMEONE HELP ME😔

Re: PLEASE HELP!!

Chalupa_Batman — Thu, 22 Aug 2024 22:57:27 GMT

Hello @Baphomet

You need to be able to log into your account. Then if you can, click on the LOST PHONE box and it will block your other phone. Then I'd suggest changing as much information as you can on your account like a new email address, you can update the new SIM card as well.

If you can't log in, please contact a CS Agent to assist.

To submit a ticket with CS Agent using this Chatbot link

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Type Customer Service and follow the prompts. If you are having any issues, here is a direct link by sending a private message

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

Re: PLEASE HELP!!

slusagm — Thu, 22 Aug 2024 23:01:38 GMT

easiest way is to ask. ro help to update the sim card number. Message them as you cannot receive 2fa code via text

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

Re: PLEASE HELP!!

Baphomet — Thu, 22 Aug 2024 23:06:36 GMT

I sent a message to the link you sent, I am praying it works asap

Re: PLEASE HELP!!

Baphomet — Thu, 22 Aug 2024 23:08:49 GMT

Oops didn't mean to press that, no change yet

Re: PLEASE HELP!!

Baphomet — Thu, 22 Aug 2024 23:10:08 GMT

I locked my iPhone on icloud and find my so phone is no good to then as of now but in needing to be my account working on this Samsung phone for now. I'll try your suggestions and hope it works

Re: PLEASE HELP!!

Chalupa_Batman — Thu, 22 Aug 2024 23:11:50 GMT

Are you able to get into your account? If so, go to Profile on your left side and next page will bring up SIM number on right side, just change that.

Re: PLEASE HELP!!

Baphomet — Fri, 23 Aug 2024 00:09:30 GMT

No I can't get into my account it goes to a thing dumb a need to finish setting it up...?

Re: PLEASE HELP!!

BKNS27 — Fri, 23 Aug 2024 00:41:22 GMT

@Baphomet

Make sure you login to your Apple account and change your password encase there are possible SIM swapping.

Also, click on Find My and you might locate where your iPhone is located.

Blacklist your iPhone so it is bricked.

Re: PLEASE HELP!!

CS_Agent — Fri, 23 Aug 2024 01:57:04 GMT

Hello there, and thanks for visiting our community forum.

The community is a great way of searching for answers and help from our customers, however if you still need assistance, and you have reached out through a private message, or a ticket, we kindly ask to keep an eye on your community inbox.

You can also start a ticket by going to the option "Start a chat" in our website, the option is at the bottom of the page, as well you can send a private message to "CS_Agent" in case you have a concern that might need some more investigation.

Our customer support team will get in touch as soon as possible.
Public Mobile Team.

Re: PLEASE HELP!!

slusagm — Fri, 23 Aug 2024 01:59:49 GMT

@CS_Agent @Baphomet already sent you the message. Can you check and help OP directly?

Re: PLEASE HELP!!

Baphomet — Fri, 23 Aug 2024 03:41:45 GMT

I responded two minutes after receiving the message but I didn't get another response back??? 🥵

Re: PLEASE HELP!!

computergeek541 — Fri, 23 Aug 2024 05:05:34 GMT

@Baphomet wrote:
I responded two minutes after receiving the message but I didn't get another response back??? 🥵

Customer support agent hours don't last for 24 hours per day. Likely, there were also other customers being responded to. Hopefully, you'll received a response in the morning.