topic Re: Canceling Account in Get Support

Canceling Account

MickLPC — Mon, 14 Apr 2025 22:13:01 GMT

Hi, I've try to cancel my subscription last months which seems to not have worked.

I've deleted the esim from my cell phone so now I cant access my account on your website.

Could you please cancel this subscription and refund the ongoing month ?

Account number end with : xxxxxxxxx

phone number was xxxxxxxxxxxxxxxxxxxxxxxxx

Thanks

PS : I tried those steps also, nothing works ..

Since you have not created an EverSafe id yet, you won't be able complete the part to link your My Account with the EverSafe ID, that needs a working phone with a working PM sim using SMS. (Sending the code to email would not be a choice until EverSafe id is fully setup)

Try these workarounds, it could bypass the SMS in linking My Account with EverSafe ID

Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
(!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

If none of those workarounds helps, please open ticket with support by direct message here:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: Canceling Account

Phil_Adelphus — Mon, 14 Apr 2025 17:13:34 GMT

@MickLPC You should tap the little v in a circle top right of your post and remove your telephone number as this is a public forum that anyone on the internet can see. So you send a private message to the link mentioned in your post and didn't get a reply? Are you checking at the envelope icon top right of this page, or tapping your avatar, to see if there is a reply from an agent?

Re: Canceling Account

Meow — Mon, 14 Apr 2025 17:47:53 GMT

REMOVE your personal data from public forum!

If you ported out your number your PM account should be immediately deleted.
To stop service you have to toggle off Subscribed switch

If that did not work you can ask your bank for chargeback if you do not plan to use PM services within a year or ever.

Re: Canceling Account

MickLPC — Tue, 22 Apr 2025 11:35:56 GMT

I didnt port my number out. I wanted to cancel it. So i cant have access to my account in any way and i'm unable to reach a support by phone, email or live support chat.

the only thing I want is this subscription to be cancel asap. Should I contact the CRTC at this point ?

Re: Canceling Account

Phil_Adelphus — Tue, 22 Apr 2025 12:05:39 GMT

@MickLPC For a complaint it would be CCTS not CRTC. But this should be easily resolvable. Part of the problem is that you deleted the esim. Have you tried logging in, tapping "didn't get the code" to get the email option? If you can then log in, toggle "subscribed" to "unsubscribed" and the account will close automatically after 90 days of non-payment.

If you can't log in, then you need to contact customer service. You mentioned you can't reach them by phone, email or live support chat. Public Mobile has none of those, customer service is by ticket or private message. You yourself quoted a link to use to private message support, which only requires that you are logged in to this community, which you must be to post here. It's this link

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

When did you last send a private message to customer support using the above link? An agent will reply at the envelope icon top right of this page, or tap your avatar for Messages. They usually respond within an hour or two, it's not a live chat. If you don't respond to their reply within 24-48 hours the ticket will be closed and you will have to start over.

Re: Canceling Account

MickLPC — Tue, 22 Apr 2025 12:13:30 GMT

Thanks Phil for the reply and for pointing that out.

Just to clarify, when I try to log in, it first sends a confirmation to my email, but then it asks for a verification code sent to my phone number. The issue is: I no longer have access to the eSIM tied to that number, so I can’t receive that code.

When I tap “resend code,” it only resends it to the phone, not the email. So I’m stuck in a loop where I can’t complete the login, and therefore can’t toggle off the subscription or contact support through private messages.

I’ve already tried checking the envelope icon and my avatar for replies, but I haven’t received anything. If there’s any other way to bypass this and get my account cancelled, I’d be very grateful

Re: Canceling Account

Phil_Adelphus — Tue, 22 Apr 2025 12:34:12 GMT

@MickLPC can’t toggle off the subscription or contact support through private messages.

Private messages only require that you are logged in to this community, not your full phone account. You already must be logged in to the community since you are able to post here. I assume that's not quite what you mean since you are checking for replies therefore you must have sent something? If it was last week that you sent a private message and they haven't replied, try again. Their hours are 9 a.m. to 10 p.m. eastern time so not open yet but usually they reply within an hour or two (sometimes longer if they're very busy). If worst comes to worst and you're sure you won't ever want to come back to Public Mobile, you could cancel the charge on your credit card as a last resort.