topic Re: Question about Private Messages in Get Support

Question about Private Messages

Elsybee — Tue, 03 Feb 2026 15:15:48 GMT

Hi,

Hoping I can get a quick response on this. I sent a private message to CS last night but never got a response (and don't see the sent message in my inbox).

I sent a similar message again this morning and saw a banner that said something like "private message sent" but once again, it's not showing in my inbox at all. Do sent messages to CS not usually show up in the inbox? I thought that was the case, at least previously.

I need assistance to complete the activation for my second line (on a dumb phone).

Thank you,

Elsybee

Re: Question about Private Messages

Dunkman — Tue, 03 Feb 2026 15:25:26 GMT

@Elsybee

You should see the message in the Sent section in your mail box. Click on the inbox arrow on the left side and you should get the Sent section

Unfortunately wait times are still longer than usual with the backlog of service tickets.

FYI, Public mobile actually prefers customers to submit a service ticket for CSA help (instead of directly private messaging CS_Agent).

If you can login in your account, you can click on the chat icon on the right lower corner of website to follow prompts to submit a ticket.

Or you could use the following link:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

According to PM staff, tickets can get prioritized over private messages and in general, CSA respond faster to service tickets.

Unfortunately some regular community members still continue to advise customers to private message CS_Agent instead of submitting service tickets. Note: some customers can't submit tickets due to technical issues. Then private message CS_Agent is necessary.

Re: Question about Private Messages

Sansan — Tue, 03 Feb 2026 15:29:16 GMT

Hi,

When you go to your inbox, you will see messages that someone sent you. You have to change from inbox to "sent" this way you will see what you sent out.

To set up a new a account you need a separate email address and create a new account.

You can buy the sim card from the Telus store and download the Public Mobile app to your phone if that phone doesn't have the ability to download the app and activate.

Re: Question about Private Messages

Elsybee — Tue, 03 Feb 2026 16:06:57 GMT

Thanks for your response Sansan. Re: my sent messages, I can now see them 😊.

Regarding activation, I got the sim card yesterday, it's installed, linked and I've made the payment for the 2nd line online. If possible, I would prefer an agent (when they're available) to assist with any remaining steps instead of downloading the app. My other phone has been hacked and I'm hoping to keep that from happening to the new, second line (though I have reason to believe the other phone/old 2nd line too may have been hacked previously).

Thanks so much,

Elsybee

Re: Question about Private Messages

hTideGnow — Tue, 03 Feb 2026 16:08:34 GMT

hi @Elsybee

what 2nd line? PM account is one account one phone number. If you are setting up a 2nd line, you will have to use another email address to setup a different account

Re: Question about Private Messages

Elsybee — Tue, 03 Feb 2026 16:14:07 GMT

Thanks a lot for your response Dunkman. The information about submitting a ticket instead of sending a private message is helpful and I'll keep that in mind - if I don't get a response to my PM in the next little while, I may submit a ticket (I've noted what you said about a backlog).

Elsybee

Re: Question about Private Messages

Elsybee — Tue, 03 Feb 2026 16:23:06 GMT

Hi hTideGnow

Thanks for responding. To clarify, I'm actually aware that I will have to use another email address to set up a different account (I previously had another account w/separate email address). I just tend to refer to it as my "2nd line" because it will be an additional phone number for me to use.

Elsybee

Re: Question about Private Messages

Sansan — Tue, 03 Feb 2026 16:40:54 GMT

Yes, I'm sure they will be able to assist you. I think the average wait time that I've noticed based on posts was 5 days. Hopefully today it will be less.

Re: Question about Private Messages

Elsybee — Tue, 03 Feb 2026 16:53:06 GMT

5 days? Yes, certainly I too hope it will be sooner than that!

Thanks again.