topic Re: 2nd phone number in Get Support

2nd phone number

Stan_57 — Wed, 05 Mar 2025 23:31:57 GMT

I have two phones on my account with two separate plans. I can only access my primary phone information on the website. My wife's phone is getting over data usage warnings on her phone but there's not way she's at the limit.

Re: 2nd phone number

hTideGnow — Wed, 05 Mar 2025 23:33:18 GMT

hi @Stan_57

for accessing your wife account issue, it could be just a browser cache problem. Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if same, then submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: 2nd phone number

slusagm — Wed, 05 Mar 2025 23:33:38 GMT

did you try using browser with Incognito mode?

and how much data your wife has on her plan? when was the plan last renewed?

Re: 2nd phone number

BKNS27 — Wed, 05 Mar 2025 23:47:41 GMT

@Stan_57

You can’t have 2 numbers on one account…no primary or secondary accounts. Only 1 number (account) per email address.
You will need to use her email ID and password to access her account.

If she is having issues login to her account then contact a CS_Agent.

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

If you activated her SIM and account first then activated your SIM and account afterwards using the same email address on the account. Her number/account will be replaced with your number/account on the same email. If this is the case, you need to contact a CS_Agent to straighten this out.

Re: 2nd phone number

Stan_57 — Wed, 05 Mar 2025 23:52:33 GMT

Thanks for your reply but I'm an older subscriber and have no idea what or how incognito mode is. This is such a pain in the rear end!

Re: 2nd phone number

pleasantly-gone — Fri, 07 Mar 2025 02:21:31 GMT

hi @Stan_57 , "incognito mode" is a setting for the Chrome web browser which doesn't keep records of website visits. (For the Firefox web browser, it's called "Private browsing".) Using this setting might help you log into your wife's account. Your wife's account should be using a different email address and password to log in than your account.