topic Re: cancelling plan in Get Support

cancelling plan

karin23 — Fri, 05 Sep 2025 00:41:16 GMT

my granddaughter opened an account several months ago. She has lost her SIM card and changed providers. I am paying for her Public plan that is no longer being used. How do I cancel it? She has tried but, of course, the pin is being sent to her old number.

Re: cancelling plan

porcupine — Fri, 05 Sep 2025 00:58:09 GMT

Click on the envelope in the bottom right corner and follow the prompts to get help

Re: cancelling plan

karin23 — Fri, 05 Sep 2025 01:01:15 GMT

The chat box? I don't see an envelope

Re: cancelling plan

slusagm — Fri, 05 Sep 2025 01:01:50 GMT

ASK PM to remove the credit card from the system

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, check here:

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

Re: cancelling plan

karin23 — Fri, 05 Sep 2025 01:28:25 GMT

The agent just says they can't talk to me. I don't want them to talk to me. I just want them to send her security sign-in code to her email instead of the phone number she no longer has access to. He said she doesn't need a SIM. How else does she access her messages on her phone without it?

Re: cancelling plan

Chalupa_Batman — Fri, 05 Sep 2025 01:30:42 GMT

@karin23 wrote:
The agent just says they can't talk to me. I don't want them to talk to me. I just want them to send her security sign-in code to her email instead of the phone number she no longer has access to. He said she doesn't need a SIM. How else does she access her messages on her phone without it?

Hello @karin23

You'll have to get your grand daughter to contact the CS Agent using the link provided. Or the other option is to contact your credit card company to create a stop payment. This will automatically close the account.

Re: cancelling plan

umnikke8 — Fri, 05 Sep 2025 01:32:44 GMT

You should be able to get the code sent to email, look for the 'Didn't get the code' link below the box asking for the code.

Re: cancelling plan

karin23 — Fri, 05 Sep 2025 01:35:30 GMT

THANK YOU EVERYONE! I'll get her to try again using the didn't get code. Plus I will phone my bank. MUCH appreciated. It's frustrating as all H but I understand their reluctance.