topic Why can't I submit a ticket? in Get Support

Why can't I submit a ticket?

andy889 — Mon, 24 Mar 2025 19:50:43 GMT

I can't log on to my phone. I have the PUK code but can't get past the next step. I also can't change the address on my account to my current address. I'm trying to get a new physical SIM card mailed to me but I can't change the address on my account to my current one.

I'm unable to submit a ticket asking the above question. It says there is an error or fields are missing, I triple-checked and nothing was missing.

Thank you for any assistance you can provide.

Re: Why can't I submit a ticket?

Phil_Adelphus — Mon, 24 Mar 2025 19:53:38 GMT

@andy889 You can private message customer service using this link

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

I would suggest if you need a new sim card (is something wrong with the old one?) get it from a Telus/Koodo store, Mobile Kilink or Amazon since delivery from Public Mobile can be quite slow.

Re: Why can't I submit a ticket?

funpig1 — Mon, 24 Mar 2025 19:59:17 GMT

@andy889

Are you trying to set up a new account/activation? Or are you trying to log in to an existing account?

Try messaging the agent using the following link.

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

Re: Why can't I submit a ticket?

hTideGnow — Mon, 24 Mar 2025 19:57:24 GMT

hi @andy889

since you have issue with ticket submission using Chatbot, 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: Why can't I submit a ticket?

BKNS27 — Mon, 24 Mar 2025 20:18:12 GMT

@andy889

Why are you ordering a new SIM card? SIM cards are very sturdy and nothing goes wrong with them unless your account is closed due to nonpayment longer than 90 days. You can call 1-855-PUBLIC on the status of your account.

If this is the case that your account was closed then you need a new SIM card and activate/create a new account. Plus pick a new number because your old number was returned to the carrier you got the number from.

If you kept up with your monthly payment then a CS_Agent will help you access your account.