topic Re: Account access issues in Get Support

Account access issues

Steve051720 — Fri, 30 Aug 2024 22:11:27 GMT

I have an active sim in my phone that is currently in use.

I received messages to update my credit card information as my card was expiring.

When I tried to login my email address was not recognized.

I was prompted to setup a new account.

I started to do so, however when I entered my sim card number, it says that it is already active.

I am out of ideas.

Please help!

Re: Account access issues

computergeek541 — Fri, 30 Aug 2024 22:16:47 GMT

@Steve051720 wrote:
I have an active sim in my phone that is currently in use.
I received messages to update my credit card information as my card was expiring.
When I tried to login my email address was not recognized.
I was prompted to setup a new account.
I started to do so, however when I entered my sim card number, it says that it is already active.

Please do not open another Public Mobile account. This will end up costing more as it will open a second Public Mobile account and a second plan. As for it not accepting the SIM card number, these cannot be reused, but that's actually a good thing as you don't want a second account. Please open a ticket to contact a Public Mobile customer support agent. https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: Account access issues

BKNS27 — Sat, 31 Aug 2024 01:02:54 GMT

@Steve051720

If you are having issues login on the app or website. You will need the assistance of a CS_Agent to help you login.

Re: Account access issues

Steve051720 — Sat, 31 Aug 2024 03:24:51 GMT

@CS_Agent

I need help with my account.

Please contact me ASAP as I do not want to be without service.

Thank you

Steven

Re: Account access issues

computergeek541 — Sat, 31 Aug 2024 03:25:36 GMT

@BKNS27 wrote:
@Steve051720
Login to your account on the PM app then on the Payment tab>Update Card Information.
If you are having issues login on the app or website. You will need the assistance of a CS_Agent to help you login.

The customer has already stated that logging in isn't working.

Re: Account access issues

computergeek541 — Sat, 31 Aug 2024 03:26:18 GMT

@Steve051720 wrote:
@CS_Agent
I need help with my account.
Please contact me ASAP as I do not want to be without service.

The above isn't how Public Mobile customer support agent are contacted. A ticket must be opened.

Re: Account access issues

Steve051720 — Sat, 31 Aug 2024 03:35:06 GMT

The email address is somehow no longer linked to my phone number. I have tried submitting a ticket through the nightmare chatbot system, only to be sent in a never ending loop between the community forums, help pages, and contact us links that go nowhere...

Thanks

Steven