topic Re: My sister lost her phone and can't login. How can she submit a ticket to suspend her account? in Get Support

My sister lost her phone and can't login. How can she submit a ticket to suspend her account?

TT2024 — Sun, 01 Sep 2024 15:20:46 GMT

My sister lost her phone and can't login. How can she submit a ticket to suspend her account?

Re: My sister lost her phone and can't login. How can she submit a ticket to suspend her account?

eddieO — Mon, 26 Aug 2024 21:57:44 GMT

@TT2024 she should login to her account through a web browser, if it requests to enter the 6-digit code she should be able to click a link that says "Didn't get code", and then she can have it code sent by email. Once in her account she should be able to remove autopay or pause her subscription:

https://www.publicmobile.ca/en/on/get-help/articles/pause-your-subscription

Re: My sister lost her phone and can't login. How can she submit a ticket to suspend her account?

will13am — Mon, 26 Aug 2024 21:55:23 GMT

@TT2024 , she should still be able to login. The 2FA code can be sent to email, simply request the code to be resent and options will be available to send to email.

Re: My sister lost her phone and can't login. How can she submit a ticket to suspend her account?

slusagm — Mon, 26 Aug 2024 21:56:09 GMT

she can try to click Resend code and check if email is an option,

if not, she would have to ask PM to help. Message them

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

And one more ways is to call 1-855-4PUBLIC and disable Autopay there, but only if you know the 4 digits PIN

Re: My sister lost her phone and can't login. How can she submit a ticket to suspend her account?

TT2024 — Mon, 26 Aug 2024 21:56:59 GMT

She can't access her email as well.

Re: My sister lost her phone and can't login. How can she submit a ticket to suspend her account?

TT2024 — Mon, 26 Aug 2024 21:58:17 GMT

She can't access her email as well

Re: My sister lost her phone and can't login. How can she submit a ticket to suspend her account?

eddieO — Mon, 26 Aug 2024 21:58:47 GMT

@TT2024 if she can't access her email on file she will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: My sister lost her phone and can't login. How can she submit a ticket to suspend her account?

will13am — Mon, 26 Aug 2024 21:59:29 GMT

@TT2024 wrote:
She can't access her email as well.

In that case, use the chat symbol on the lower right corner of the web page to initiate a support ticket. Eventually she will need to access her account.

Re: My sister lost her phone and can't login. How can she submit a ticket to suspend her account?

TT2024 — Mon, 26 Aug 2024 22:19:15 GMT

I submitted a ticket for her to CS_Agent but no return info. I am not sure if the submission went thru.

Re: My sister lost her phone and can't login. How can she submit a ticket to suspend her account?

eddieO — Mon, 26 Aug 2024 22:23:14 GMT

@TT2024 depending how busy the agents are it can take a few hours to hear back. Just keep an eye out for a reply back by checking your inbox (envelop icon in the top right corner).

Re: My sister lost her phone and can't login. How can she submit a ticket to suspend her account?

computergeek541 — Mon, 26 Aug 2024 22:23:50 GMT

@TT2024 wrote:
I submitted a ticket for her to CS_Agent but no return info. I am not sure if the submission went thru.

Going into your Community private messaging outbox. For any submitted ticket, there is a messages there that will show a ticket number.

Re: My sister lost her phone and can't login. How can she submit a ticket to suspend her account?

TT2024 — Tue, 27 Aug 2024 00:05:17 GMT

If she can't access her public mobile account and email account, is there any other way that can be done to submit a request to suspend her phone so that no one can access her phone and account?

Re: My sister lost her phone and can't login. How can she submit a ticket to suspend her account?

slusagm — Tue, 27 Aug 2024 00:08:11 GMT

@TT2024 wrote:
If she can't access her public mobile account and email account, is there any other way that can be done to submit a request to suspend her phone so that no one can access her phone and account?

yes, as said already, she can message PM here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: My sister lost her phone and can't login. How can she submit a ticket to suspend her account?

TT2024 — Tue, 27 Aug 2024 00:41:41 GMT

The link only works if she can login her public mobile account otherwise no field and submit button shown