topic Re: Cant log in in Get Support

Cant log in

Milkybaby — Tue, 22 Apr 2025 16:02:43 GMT

Hi. I’m frustrated. My cc that normally auto pays was compromised so I cancelled the card. My payment didn’t go thru with PM, now I have no service.

trying to log in but I’m not getting email verification code & it says all my log in credentials 1) already exist 2) doesn’t exist.

if I create a new account (which I’ve done for the purpose of trying to get help), I will have to change my phone number.

I just want to update my payment method but I can’t log in. Can’t request a ticket either as it needs me to log in.

I’ve basically been erased. But it still says I can’t reuse my phone number or email as they already exist!!??. I’m sooo beyond frustrated here.

What can I do? I can’t submit a ticket or anything.

Re: Cant log in

hTideGnow — Tue, 22 Apr 2025 16:06:10 GMT

hi @Milkybaby

ask PM support agent to help to get the login back.

and you don't need to use the Chatbot in your case, 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 log in

Chalupa_Batman — Tue, 22 Apr 2025 16:09:49 GMT

@Milkybaby wrote:
Hi. I’m frustrated. My cc that normally auto pays was compromised so I cancelled the card. My payment didn’t go thru with PM, now I have no service.

trying to log in but I’m not getting email verification code & it says all my log in credentials 1) already exist 2) doesn’t exist.

if I create a new account (which I’ve done for the purpose of trying to get help), I will have to change my phone number.

I just want to update my payment method but I can’t log in. Can’t request a ticket either as it needs me to log in.

I’ve basically been erased. But it still says I can’t reuse my phone number or email as they already exist!!??. I’m sooo beyond frustrated here.
What can I do? I can’t submit a ticket or anything.

Hello @Milkybaby

According to Public Mobile, they want you to create a new account to be able to create a ticket. Then once you've verified ownership, they'll dissolve the temporary account.

For now, if you wish to get your phone back up and running faster, head over to Shoppers Drug Mart and grab a voucher then dial 611 to add it to your account.

Once you've created the other account, this is how to create a ticket.

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: Cant log in

Prabin1997 — Tue, 22 Apr 2025 18:19:29 GMT

Hi @Milkybaby

This happens when your account is suspended due to non-payment, and your login is stuck in limbo — your number and email still exist in the system, but the account isn’t fully accessible.

Here’s what you can try:

Use a different browser or device and go to the login page — sometimes cache issues block verification emails.
Clear your browser cache and cookies, then try again.
When logging in, choose “Forgot password” and use the original email you registered with Public Mobile — don’t create a new account.
Once in, go to My Account > Payments > Update Card Info, add your new credit card, and click “Reactivate current plan.”

As long as your number hasn’t been fully deactivated (usually happens after 90 days), you can recover the same account and number by getting the payment through.

Re: Cant log in

CSA_PM — Tue, 22 Apr 2025 19:37:09 GMT

Hi @ Chalupa_Batman

Definitely we need to look into it ... I will message you privately

Re: Cant log in

computergeek541 — Tue, 22 Apr 2025 20:34:54 GMT

@CSA_PM wrote:
Hi @ Chalupa_Batman

Definitely we need to look into it ... I will message you privately

In this thread, the customer seeking help is Milkybaby.

Re: Cant log in

CSA_PM — Tue, 22 Apr 2025 20:44:06 GMT

Hi...

sorry about that!

You are right. @ Milkybaby I will message you privately.

Re: Cant log in

Milkybaby — Tue, 22 Apr 2025 21:24:41 GMT

How will you contact me? Via email or text?

Re: Cant log in

computergeek541 — Tue, 22 Apr 2025 21:32:25 GMT

@Milkybaby wrote:
How will you contact me? Via email or text?

It won't be e-mail or text message. The customer support agent will contact you via private message on this website.

Re: Cant log in

CSA_PM — Tue, 22 Apr 2025 21:32:53 GMT

Hi! please check your inbox.

Re: Cant log in

slusagm — Tue, 22 Apr 2025 21:35:19 GMT

This is the link to your community inbox

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