topic Re: problem cancelling in Get Support

problem cancelling

SethU — Sat, 15 Aug 2026 16:38:41 GMT

Hello, my daughter got a new number, we activing via a new e-sim, but we keep getting billed for her old number as well. Can't login in and access the account via the old number or figure out how to cancel it out. Ideas?

Re: problem cancelling

hTideGnow — Sat, 15 Aug 2026 16:47:06 GMT

hi @SethU both numbers are with Public Mobile?

ask PM to help. you can actually open ticket right at your daughter's My Account (or PM app) using the new Expert Messaging that just introduced today. Submit ticket with Customer Support through Expert Messaging in one of these ways:

My Account on a browser: click Message Centre on the left pane to "Start a Chat"
Public Mobile App : Go to Support tab, click "Chat with an Agent", and "Start a chat"
(If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email" or Send Voice Message)

If cannot access My Account/PM app, use this link: https://widget.telus.tiia.ai/publicmobile/publicmobile.html
please use the same Community account login you are using now to login and submit ticket

Re: problem cancelling

Chalupa_Batman — Sat, 15 Aug 2026 16:51:56 GMT

@SethU wrote:
Hello, my daughter got a new number, we activing via a new e-sim, but we keep getting billed for her old number as well. Can't login in and access the account via the old number or figure out how to cancel it out. Ideas?

Hello @SethU

If you signed her up a second time with a different plan and different number, try logging into the old account and turn off autopay. That's why you're being charged. If you need assistance from customer service, this is how to reach them.

If you are able to log into your account, please do so. When there, on your left hand side you will see Message Centre. A new window will pop up will open up on the right side of the screen. (If you have a pop up blocker on your browser, please disable it for Public Mobile). Click on Start Chat. Enter Contact Us and follow the prompts to a CS Agent.

If you’re unable to log in, please use the following link and enter Contact Us and follow the prompts.

Public Mobile Expert Messaging

The hours of operation for this chat daily are 8am to 9pm (time zone unknown at this time). Response times are expected to be within 30 minutes but may be longer depending on volume of requests.

Re: problem cancelling

SethU — Sat, 15 Aug 2026 18:17:40 GMT

Thank you! Still stuck...I accepted popups but when I followed the link and completed the process, I clicked submit ticket and nothing happened.

Re: problem cancelling

SethU — Sat, 15 Aug 2026 18:26:52 GMT

I logged in as me and there was no Message Center on the left, but there was one on the top right. I opened it, with the popup blocker disabled, and got no pop up somehow.

Re: problem cancelling

hTideGnow — Sat, 15 Aug 2026 18:29:15 GMT

hi @SethU

try the app

Public Mobile App : Go to Support tab, click "Chat with an Agent", and "Start a chat"

Re: problem cancelling

Chalupa_Batman — Sat, 15 Aug 2026 18:29:34 GMT

@SethU wrote:
I logged in as me and there was no Message Center on the left, but there was one on the top right. I opened it, with the popup blocker disabled, and got no pop up somehow.

I've been informed by my contacts with Public Mobile that you may not have the Message Center on your My Account yet as it's being rolled out to different provinces during this process. In the top right corner should be an envelope, that's called DM or Direct Messages you can send to other members here on the forum or direct contact with CS Agents. However, that CS Agents address will be removed once this Message Center process is completed.

You can always try the link I provided and go from there....