topic Re: Can’t Login in Get Support

Can’t Login

Dbujold — Sun, 10 Nov 2024 08:39:50 GMT

I’ve been a customer for 1 month and trying to transfer my eSIM to a new device but can’t login. System thinks I’m a new customer and new to activate again. I just paid so I’m not paying again. Can’t login and can’t get support through logging in. Need someone to figure this out

Re: Can’t Login

Handy1 — Sat, 09 Nov 2024 16:34:37 GMT

@Dbujold You can’t transfer eSIM you need be able to log in to the app with new phone to buy new eSIM and you will be credited the money back at check out . But if you cannot get logged in ask support to help you

send direct private message to support .

send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Can’t Login

hairbag1 — Sat, 09 Nov 2024 16:36:00 GMT

@Dbujold

YOU NEED TO DOWNLOAD THE PM APP TO YOUR NEW PHONE, LOG IN TO YOUR ACCOUNT AND BUY ANOTHER ESIM. YOU WON'T BE CHARGED.

ed...sorry, caps was locked on.

Re: Can’t Login

Dbujold — Sat, 09 Nov 2024 16:36:41 GMT

I know, and I did that

Re: Can’t Login

hTideGnow — Sat, 09 Nov 2024 16:37:08 GMT

hi @Dbujold yes , you need to login to the app on the new phone and get replacement esim there

ask support to help if you cannot login

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

Re: Can’t Login

Dbujold — Sat, 09 Nov 2024 16:37:15 GMT

I can’t login. So I can’t review my account to change anything.

Re: Can’t Login

computergeek541 — Sat, 09 Nov 2024 16:37:34 GMT

Re: Can’t Login

hTideGnow — Sat, 09 Nov 2024 16:38:56 GMT

hi @Dbujold and you tried on the app, right?

what error you got? or just you cannot receive 2fa code on your phone?

if same result on the app, message support and ask them to help

Re: Can’t Login

Dbujold — Sat, 09 Nov 2024 16:40:08 GMT

Thank you 😊

Re: Can’t Login

hairbag1 — Sat, 09 Nov 2024 16:40:38 GMT

@Dbujold wrote:
I can’t login. So I can’t review my account to change anything.

So you downloaded the PM app to your new phone...right ? What happens when you try to log in to your account...what is the message you're seeing ?

Re: Can’t Login

Dbujold — Sat, 09 Nov 2024 16:41:38 GMT

I’m getting the reactivation page

Re: Can’t Login

computergeek541 — Sat, 09 Nov 2024 16:42:38 GMT

Re: Can’t Login

hTideGnow — Sat, 09 Nov 2024 16:42:55 GMT

hi @Dbujold that erroe means the login email is not associated with your PM account, you need support to sort this out

Re: Can’t Login

hairbag1 — Sat, 09 Nov 2024 16:49:33 GMT

@Dbujold

that's kinda odd as usually you simply need the exact same username and password to access your account from any cellphone using the app.

Re: Can’t Login

Dbujold — Sat, 09 Nov 2024 16:51:21 GMT

Yea I know, I logged in no problem but it brought me to the page like I’m new to activate

Re: Cs agent?

Dbujold — Wed, 13 Nov 2024 14:43:48 GMT

I’ve been waiting 5 days now….. no reply, I’ve issued 2 tickets…..

Re: Cs agent?

Phil_Adelphus — Wed, 13 Nov 2024 14:51:38 GMT

@Dbujold Are you checking your community inbox, either at an envelope icon top right of this page, or tap your avatar for a drop down with Messages?

Re: Cs agent?

Dbujold — Sat, 16 Nov 2024 10:08:12 GMT

Yes, every hour on the hour hoping for a reply’s but there isn’t. Can I get a refund

Re: Cs agent?

Phil_Adelphus — Sat, 16 Nov 2024 10:51:14 GMT

@Dbujold Normally there are no refunds but it depends on your problem. You would still need customer service for that and they don't usually read/respond to posts here. If the ticket system isn't working for you you could try sending them a private message here

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

You could also explain your problem here in the community by starting a new thread as long as you just explain the issue without any personal info since it's a public web page here. Posting in this thread is more likely to be overlooked since the OP marked it as solved.

Re: Can’t Login

Phil_Adelphus — Sat, 16 Nov 2024 16:21:55 GMT

@Dbujold You can't transfer an esim from one phone to another, you have to download the PM app on your new phone and "purchase" a new esim (since you had one before you should be credited with the purchase price). If you can't log in to your original account when in the app on the new phone, you'd need to contact customer service using the private message link I gave you earlier. You don't need to be logged in to your account to do that, as long as you are logged in to this community, which you must be to post here in any case. Just click on the link which is pre-addressed and explain your problem, then hit Send.