topic Re: Cant access account in Get Support

Cant access account

Jackpot77 — Sun, 23 Mar 2025 20:10:47 GMT

I have all my information.

I can log-in, but then it ask me to resume activation / select a subscription.

I have been a pubic mobile customer for over 5 years. I cant see how much data I have used this month, nothing is working. Tried on the app as well. I cleared my cache, tried different browser and on a PC and cellphone.

Re: Cant access account

funpig1 — Sun, 23 Mar 2025 20:14:42 GMT

@Jackpot77

Are you trying to activate a new account?

Or are you trying to access an existing account?

In order to contact the customer agent, you can message them directly with the following link:

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

Re: Cant access account

BKNS27 — Sun, 23 Mar 2025 20:22:48 GMT

@Jackpot77

You can also try calling 1-855-4PUBLIC or 611 for information on data usage and status of your account.

Re: Cant access account

Jackpot77 — Sun, 23 Mar 2025 20:23:13 GMT

Just trying to view my account. Been with PM for over 5 years, it just happens that right now its asking me to resume my activation or go back to login page.

When I click on resume my activation, I just get an error message. (I already have a plan, so I shouldnt even see this activation screen).

Re: Cant access account

Jackpot77 — Sun, 23 Mar 2025 20:23:57 GMT

Text messages and calls are working fine as well. I know its not my browser or computer, because my wife can access her account with no issue.

Re: Cant access account

hTideGnow — Sun, 23 Mar 2025 20:34:23 GMT

hi @Jackpot77

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: Cant access account

Saksh — Sun, 23 Mar 2025 23:12:00 GMT

I am facing the same issue. Have been with public mobile for almost 2 years and when I am trying to login now, it is asking me to resume activation. I cannot even see any of my account details.

Re: Cant access account

Jackpot77 — Sun, 23 Mar 2025 23:34:20 GMT

I talked to an agent and she's saying there is no phone number associated to my e-mail.

I obviously found the initial activation e-mail from 2019, I can also get to the first screen while logging in. I can even you the recovery system, mention that I forgot my e-mail address. It then asks me to enter my phone number and that it will send a link to the registered e-mail address, confirming that its right address all along.

Re: Cant access account

hTideGnow — Sun, 23 Mar 2025 23:38:24 GMT

@Jackpot77 wrote:
confirming that its right address all along.

hi @Jackpot77

you have to show that to PM agent (maybe with the screenshot) for them to help

or make it easier, just tell them to reset a new email login for your phone number

Re: Cant access account

grayfrog — Mon, 24 Mar 2025 01:41:44 GMT

I have been having the exact same circular conversation with Public Mobile support for months now. There is essentially no way to access your account.

Re: Cant access account

hTideGnow — Mon, 24 Mar 2025 01:44:10 GMT

hi @grayfrog

we seen many forgot their login email completely and able to gain access back

not sure why it is tricker in your case. But maybe simpy tell them you have no idea with what email you used

Re: Cant access account

grayfrog — Mon, 24 Mar 2025 01:51:52 GMT

I don't know. I know my email, I have a non-Public Mobile phone number associated with my Public Mobile account and it keeps wanting to verify my Public Mobile number which I don't have access to. It's entirely circular and doesnt appear anyone can help. Hence unable to access

Re: Cant access account

Jackpot77 — Sun, 06 Apr 2025 17:28:23 GMT

Been 2 weeks and they just keep on asking the same dumb questions over and over.

It seems like they dont want to take accountability. Is there a way to file a complaint for potential security breach ? My phone number is used for multiple accounts on different platforms. The fact that PM keep saying the e-mail is not attached to a phone number is very concerning. Especially considering ive showed them over 20 screenshots confirming everything.