Access the account

[Taina]

Hi,

I would like to pay my phone bill but I can't. The owner of the account is my husband who recently passed away. I don't have an access to our phone account as I don't know the username or password he used. Also we have a new credit card which is different than the one on the file, so auto-pay won't go through.

[darlicious]

@Taina 

I am sorry for your loss. I have been thru this difficult time so keeping your spouses phone # active is of upmost importance to recover access to other accounts that use 2FA for password recovery.

Purchasing a voucher and loading via 611 on the account may be easiest just to ensure you maintain phone service. Vouchers purchased at Shell stations, 7/11, SDM and London Drugs all sell vouchers that are immediately valid.

If you have access to your spouse's email search for public mobile in the search bar and see if any targetted or the original welcome email from pm come up to identify the email/username for the account.

Otherwise just leave a detailed message for the moderators using as much info to verify the account as possible.

Just remember you are strong....every day it gets a tiny bit easier....he is always in your heart.

[hTideGnow · Accepted solution]

Sorry to hear your lost,

 you can open a ticket with mod to try to retrieve the username (email address used) and password:

To open a ticket with mod, click on the Bubble or directly at : https://publicmobile.ca/chatbot
Enter your question in SIMon. Follow the prompts until you reach the Contact Us button,

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To cut down back and forth identify verification when messaging with Mod, please try to include as many details from below as possible:

1. Details of your issue
2. Full name and address on account. ( Or province and postal code for newer accounts.)
3. Email, phone # and pin #.

If you cannot remember your pin # include at least three of the following:

a. Date of birth (n/a on newer accounts.)
b. Last payment, date, amount, type and last 4 digits.
c. Alternate phone number if any.
d. Security question and answer.
e. Plan amount, any add ons or promos on account.
f. Last 4 digits of sim card.
g. Any rewards in your account.
h. Autopay y/n?
i. Account #.
j. Frequently called/texted phone numbers in the last 30 days.

[Triguy]

Sorry for your loss.  You could purchase a voucher and call 611 to make a payment.  Another option would be pay using recharge.com or ding.com but there is a service charge.