topic Re: Locked out in Get Support

Locked out

jpotie — Sat, 10 Jan 2026 01:25:41 GMT

My senior friend is locked out of his account.

He broke his phone so does not have access to the phone number. Unfortunately his email when trying to log via a different device is asking for authentification to that phone number, and an email address that he also cannot log into because it is asking for authentification to the phone number he cannot access, or to older email or phone numbers that also do not exist.

Its a vortex of issues. Agents are seemingly impossible to speak to, so how would one a. transfer the number or more likely b. cancel the subscription. ?

Re: Locked out

hairbag1 — Sat, 10 Jan 2026 01:28:59 GMT

@jpotie

use this link to message Customer Support for their help...

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

if he gets a new cellphone, just take sim outta the old cell and put it in new cell. Should be good to go.

Re: Locked out

jpotie — Sat, 10 Jan 2026 01:34:32 GMT

Unfortunately it is a an Esim so cannot do that.

Weve email customer support but they seemingly do not respond.

Re: Locked out

jpotie — Sat, 10 Jan 2026 01:34:48 GMT

Thanks for your response, by the way!

Re: Locked out

hairbag1 — Sat, 10 Jan 2026 01:41:51 GMT

@jpotie wrote:
Unfortunately it is a an Esim so cannot do that.
Weve email customer support but they seemingly do not respond.

Use that link I provided to message Customer Support. Watch the little envelop icon on top right side of page will be highlighted when they respond.

added...you won't be able to port to a new network as the old account is suspended.

To cancel subscription, use that link to message Customer Support and request deactivation. He'll lose the number though. Best is to work with Customer Support to get his new cellphone up and running properly.

Re: Locked out

computergeek541 — Sat, 10 Jan 2026 04:16:26 GMT

@jpotie wrote:
Unfortunately it is a an Esim so cannot do that.
Weve email customer support but they seemingly do not respond.

Public Mobile has never provided customer service by e-mail. Can you clarify exactly how you contacted Public Mobile?