topic Re: CS agents in Get Support

Re: CS agents

Russ_89 — Fri, 03 Apr 2026 18:54:32 GMT

Hi, I bought a sim for my mom during her stay with me in Canada in summer and now she has left the country. Now I’m trying to cancel her plan but when I log into the account using email and password I get a message that says I need to enter a number sent to the phone. However I don’t have access to the sim anymore. Since then i have been charged every month and haven’t been able to cancel the plan. Would you please be able to assist with that?

***Message edited by CS_Agent to comply with the Community terms of service.

Re: CS agents

slusagm — Fri, 03 Apr 2026 18:58:42 GMT

you need to check with PM and they can remove the card from the account

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: CS agents

hTideGnow — Fri, 03 Apr 2026 19:00:49 GMT

HI @Russ_89

try click Didn't Receive code or Resend code and check if Send email is an option

if same, you will need to have PM support agent to sort it out or cancel the account for you. You can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage