topic Re: Cannot login to my account in Get Support

Cannot login to my account

W1294312943 — Tue, 03 Dec 2024 01:41:48 GMT

After i subscribed a plan and use the data for a week, suddenly I am not able to login in my account through either email or phone number.
My number transferring process is still not clear since I was able to call and text others but not able to receive a call or text.

since I am not able to login to my account, I have to create a new account here to get help on it!

thank you if anyone can support on it!

Re: Cannot login to my account

Handy1 — Tue, 03 Dec 2024 02:37:21 GMT

@W1294312943 Get support to help you straighten it out

send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️Link below ⬇️⬇️⬇️⬇️⬇️

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

After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Cannot login to my account

Dunkman — Tue, 03 Dec 2024 02:33:36 GMT

@W1294312943

Do you have any service with your PM SIM card at the present time? Did you try to port from another company when you first activated? Did you respond "yes" to the previous company's port request text?

Re: Cannot login to my account

W1294312943 — Tue, 03 Dec 2024 12:18:24 GMT

Yes, my number was transferred from Fongo to Public mobile.

Re: Cannot login to my account

hTideGnow — Tue, 03 Dec 2024 12:21:51 GMT

hi @W1294312943 porting from Fongo, which is a VoIP carrier, can take as many as 7 days. Is your Fongo service still working?

But check with PM porting support team and confirm. I have sent you the number to PM Porting support team Please check your community inbox: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Cannot login to my account

W1294312943 — Wed, 04 Dec 2024 15:17:14 GMT

Yes, my SIM card is with a VoIP provider, and it was ok but suddenly not working. I am working with a customer support team now. Thank you!

Public Mobile Support question

W1294312943 — Thu, 05 Dec 2024 21:25:10 GMT

I sent a message to CA_Agent for support, and received many responses from different agents with the same questions. After I responded to one of them, I am still recovering the same questions, and have not received any updates.

please advise what I should do?

Re: Public Mobile Support question

BKNS27 — Thu, 05 Dec 2024 21:28:46 GMT

@W1294312943

This normally happens when you put in multiple request with the same question. The key is patience with PM for them to reply back.

It is faster and quicker if you pose the question on this Community for members here to help with common issues.

Re: Public Mobile Support question

hTideGnow — Thu, 05 Dec 2024 21:40:00 GMT

hi @W1294312943

is that still not number not transfer problem?

and yes, PM support team does not rely on the same agent for the same ticket, good or bad. Whoever sees it will pick it up from there

Re: Public Mobile Support question

W1294312943 — Thu, 05 Dec 2024 21:44:56 GMT

no, I only put one ticket

Re: Public Mobile Support question

kb_mv — Thu, 05 Dec 2024 21:49:49 GMT

@BKNS27 @W1294312943 I get the impression that the OP sent in one message/ticket and it has been handed off from one agent to another as shifts end? OP shouldn't have to keep repeating the same answers. CS agents should be reading the entire thread to see what has or has not been done. If I was the OP I would send a new private message outlining what the problem/issue is, including any attempts that they have taken to solve it as well as provide all the information that has previously been submitted. I would also include the fact that I have dealt with (insert number here) agents and they keep asking for the same info that has already been submitted by the OP and that they have not managed to get any resolution to their problem. Send message directly :

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

Edit: ~~Perhaps best for OP to stick with a message/ticket already being used and include all the info outlined above...~~

After seeing screenshot I would put in a new, clean message....

Re: Public Mobile Support question

W1294312943 — Thu, 05 Dec 2024 21:47:36 GMT

Re: Public Mobile Support question

kb_mv — Thu, 05 Dec 2024 21:48:38 GMT

@W1294312943 I would certainly include that screenshot lol....

Re: Public Mobile Support question

hTideGnow — Thu, 05 Dec 2024 21:50:08 GMT

hi @W1294312943

oh , still the login problem. you tried both app and web page? what error is showing now?

Re: Public Mobile Support question

W1294312943 — Fri, 06 Dec 2024 12:59:07 GMT

It says the email address and phone number are both invalid

Re: Public Mobile Support question

hTideGnow — Fri, 06 Dec 2024 13:01:32 GMT

hi @W1294312943

where it says phone number invalid? when you login My Account, you only use the email address. or you meant you try to Forgot login and you entered phone number?

you tried both the Public Mobile app and My Account on the browser?

but for login problem, if you tried everything, then only support agent can help. Since you already opened ticket, please work with them

Re: Public Mobile Support question

W1294312943 — Tue, 10 Dec 2024 13:09:52 GMT

Yes, I tried everything but still not working. It worked for a few days at beginning. Thank you! I will create a new ticket for it. Such a mess!