topic Refund in Get Support

Refund

Manzur — Thu, 09 Oct 2025 21:28:41 GMT

Hello I was charged for my subscribtion but I have not been able to connect my phone number or transfer an account or make a new phone number I’m very frustrated and I’d like to have a refund.

Re: Refund

Yummy — Thu, 09 Oct 2025 21:31:20 GMT

Talk to the agent:
- Open a Ticket through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html
- OR, Contact CSA-agent: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: Refund

BKNS27 — Thu, 09 Oct 2025 21:34:58 GMT

@Manzur

Did you use the PM app to create an account and activate your SIM?

You need follow these instructions to a T or you will run into issues.

The steps must be followed in exact order if you are porting your number over to PM:

Make sure your old SIM is active so DON’T CANCEL serviced with them.
Purchase a PM SIM from Amazon ($5) or Canadian Cell Supplies ($4) or pick one up from Telus/Koodo/Mobile Klinik store ($10.00) or eSIM from Public (ONLY if your phone is eSIM compatible so check).
Download the PM app on your phone to activate the SIM. There is an option to pick a new number or
Porting your old number = Use the old account number and not the IMEI to avoid issues. Complete to step 6. NOTE if your previous service is Koodo prepaid…you will need to pick a temporary number and contact the CS_Agent to complete the porting of your old number.
Keep the old SIM in your phone and wait for the text from old carrier and confirm with YES you are porting over to PM within 90 minute window once you get the text.
Keep the old SIM in your phone until porting process is completed because the old SIM will continue to work for about 2 hours.
Power off the phone once porting is completed then switch to PM SIM and power on your phone.

Re: Refund

Manzur — Thu, 09 Oct 2025 21:37:53 GMT

That’s the thing, I tried to transfer my number but I want to not do that no longer but on the app itself I have no ability to go back or make a new number. The app does not ALLOW me or anyone to redo any steps or go back just log out- that wouldn’t be an issue to just log out if you guys didn’t already take a payment from me which is so weird since nothing been activated, I just want my money back please and thank you or help with my account.

Re: Refund

BKNS27 — Fri, 10 Oct 2025 01:11:51 GMT

@Manzur

We are all members like you on the Community forum helping each other with issues.