topic Re: Please Cancel Recent Order in Get Support

Please Cancel Recent Order

AxlRose — Mon, 09 Jun 2025 16:01:58 GMT

Hi. I just placed an order for a physical SIM and the $35 plan. Can you please cancel the order? I'd like to re-submit the order but use a esim this time. Thank you.

Edit by Dunkman: removed personal information

Re: Please Cancel Recent Order

Dunkman — Mon, 09 Jun 2025 15:55:43 GMT

@AxlRose

Customers service agent should be able to switch to eSIM instead of physical SIM card. I will try to escalate your post to CSA. They should private message you within 0.5-1 hour.

Re: Please Cancel Recent Order

slusagm — Mon, 09 Jun 2025 15:56:10 GMT

remove your email, you are posting it to the community forum for all customers to see

if your plan was not even fully activated, you can ask PM to cancel it

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Please Cancel Recent Order

AxlRose — Mon, 09 Jun 2025 15:57:52 GMT

Thank you! I'll watch for more replies. One other question, if I may. It's been more than 90 days since I last had service. Yet when I tried to log in, the system tried texting a code to the phone number I used when I had service. Does that mean I can re-use that number when I re-activate in late June when I visit Canada?

Re: Please Cancel Recent Order

CSA_PM — Mon, 09 Jun 2025 15:59:43 GMT

Hi there,

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: Please Cancel Recent Order

AxlRose — Mon, 09 Jun 2025 16:03:13 GMT

I'm confused. Do I need to submit a ticket for this?

Re: Please Cancel Recent Order

hTideGnow — Mon, 09 Jun 2025 16:08:01 GMT

hi @AxlRose

I am confused too. But to be safe, just message them here

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

and @CSA_PM , OP's account not fully setup yet, he won't be able to submit Chatbot ticket using your link. The Chatbot link would confuse OP more

Re: Please Cancel Recent Order

Dunkman — Mon, 09 Jun 2025 16:08:02 GMT

@AxlRose wrote:
I'm confused. Do I need to submit a ticket for this?

@AxlRose

Sorry, it looks like you need to submit a ticket. Click on the link sent by CSA_PM.

You already paid for the $35 plan and you need to resume activation once you receive the SIM card.

Re: Please Cancel Recent Order

Ca111111 — Tue, 10 Jun 2025 16:27:26 GMT

It seems to be very difficult to cancel at this stage- I too want to cancel my real sim activation and the first chat rep I got told me it's on my bank to do it- for me to request the bank revokes the already paid charge. Definitely NOT a suitable ask. I have 2 other phones with public mobile ( for several years now) that will be cancelled by end of day If I can't get mine figured out!

Re: Please Cancel Recent Order

slusagm — Tue, 10 Jun 2025 16:38:18 GMT

i am surprised they are not willing to do that. Just reply PM and tell it is not possible for you to cancel via the bank and ask them to properly cancel it for you