topic Re: Account issue in Get Support

Account issue

maanits — Sat, 28 Mar 2026 20:55:42 GMT

I had an older public mobile account from a couple years ago. I'm trying to sign up for the new $25 plan for 80GB US/Can/Mex.

When I log in to my account, it keeps taking me to this pre-activation page where it is showing "payment complete" and a older plan that I'm pretty sure doesn't exist. I can't seem to get out of this to sign up for the new plan.

I am also not sure where it's getting payment from, as this time around I did not enter any credit card information, etc.

Re: Account issue

slusagm — Sat, 28 Mar 2026 21:00:09 GMT

So, that email login no longer linked to an active account?

Although PM can fix it with a ticket, but quicker to setup another email and use that to subscribe a new account

But if you want PM to fix and use old email address, submit a ticket

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 between 9AM-10PM EST (Mon-Sun), check here:

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

Re: Account issue

maanits — Sat, 28 Mar 2026 21:08:10 GMT

I'm not sure if it's linking to an active account or not tbh. I can log in to the account, but as soon as I log in, it takes me to that page. It's like a pre-activation page where it thinks I have signed up for a plan. Confirmation is as it shows in the screenshot that I attached. I even tried logging out completely, selecting the new plan, then logging in and it still ends up in the same spot.

Thanks for the ticket link. I did open a ticket (I think through my logged in account, and explained the situation)

I'm mainly curious if I have a supposed active account where I'm paying on some old card that I am not aware of, or it 's just stuck in a loop from a previous activation a couple of years ago.

Worst case, I might just make a new account but I'm trying to avoid having to keep track of this new account if I don't need to.

Re: Account issue

BKNS27 — Sat, 28 Mar 2026 21:15:47 GMT

@maanits

How did you close your old account couple years ago? If you can sign in to your old account. That means that it is still open and probably still paying for the old plan.

Are you trying to have a second account with the promo price? This is for new members so you need a new SIM and use a different email address to create the second account.

You can call 1-855-4PUBLIC to confirm that the old account is closed or suspended.

If you are just wanting 1 account then close the old account by disable the monthly payment.

If the system can’t locate your old account then your account is closed.

Re: Account issue

maanits — Sat, 28 Mar 2026 21:14:27 GMT

I ported the number out. I suspect that means the account should not be live right? It's weird if it is.

Re: Account issue

computergeek541 — Sat, 28 Mar 2026 21:20:56 GMT

unnecessary repetition