topic Re: Have an existing email and account but cannot access. Made a new account in Get Support

Have an existing email and account but cannot access. Made a new account

mmlopez — Sun, 13 Apr 2025 18:12:43 GMT

Please Help.
I have an existing account and portal which I cannot access.
I was informed by the CS agent to make another account .
Can someone please help me how I can access my existing acccount. Yes I do not know my email password.

Re: Have an existing email and account but cannot access. Made a new account

Chalupa_Batman — Sun, 13 Apr 2025 18:15:48 GMT

@mmlopez wrote:
Please Help.
I have an existing account and portal which I cannot access.
I was informed by the CS agent to make another account .
Can someone please help me how I can access my existing acccount. Yes I do not know my email password.

Hello @mmlopez

That actually makes no sense. If you have an existing account with Public Mobile, you don't need to make another. The CS Agent needs to just change the email address on the account to a new one after they verified the account is yours. Perhaps you should try a different CS Agent.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

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

Re: Have an existing email and account but cannot access. Made a new account

mmlopez — Sun, 13 Apr 2025 18:23:24 GMT

Thanks for the info

I am trying to reach another CS Agent, how is this possible ?

Re: Have an existing email and account but cannot access. Made a new account

slusagm — Sun, 13 Apr 2025 18:24:49 GMT

@mmlopez so, you talked to PM agent already? They should not just ask you to create another account in the community. You need to reply them and ask them to link your My Account to this login email