topic I cant access my account in Get Support

I cant access my account

Wasayef — Thu, 10 Jul 2025 21:09:03 GMT

Once i enter my email and password on Public Mobile website, it takes me to a page where i cant see my billing or invoices. I tried clicking on my account, but circles back to the same exact page that shows no billing or invoices....not sure why or how I can access my invoices on my desktop. Please help!!!

Re: I cant access my account

BKNS27 — Thu, 10 Jul 2025 21:17:03 GMT

@Wasayef

Clear the cache and history on your browser then login to your account again.

Then go to Payment>Payment History>Download Invoice but pick the time frame on the drop-down menu of your invoice.

You can also login to your account on the PM app.

Re: I cant access my account

Zees_iPhone — Fri, 11 Jul 2025 18:48:13 GMT

We had a similar issue. It turned out that PM had my parent's email address registered to my account. Once I had them change it to my own, I was fine.

Re: I cant access my account

hTideGnow — Fri, 11 Jul 2025 18:56:55 GMT

hi @Wasayef

maybe just browser cache, please use Incognito/private/secret mode on your browser to login My Account to confirm again

If same,  please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Support will reply via Community inbox here within 2 to 4 hours:

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

Re: I cant access my account

Wasayef — Wed, 28 Jan 2026 18:12:43 GMT

Hello...Why nobody is responding. I did provide the information you requested already:

When I log into the account via web browser, I do not see any details of my account. I tried several computers already.

When trying to log in via app, it seems they are asking me for new account as if there is no account. Here is the other info you requested:

Last top-up amount and the date: $28.30 on Jan 2 2026.
Last add-on purchased and the date: ULCW Base Plan-15GB-4G from Jan 15 2025 statement. This was from the last statement I have on file.

Please note the line is active and payments are going through monthly. Which is good! I just cant see my account details when I log in.

Re: I cant access my account

Moses_B — Fri, 30 Jan 2026 17:00:54 GMT

@Wasayef We apologize for the late response, as we are facing a high level of cases, but please, double-check your community inbox, as an agent will reach soon