Account Access

[Cbowers]

Hello, thank you guys for your help.   Last year I opened Public account for both myself and my 15 year old daughter.    At the time, we decided to record her user name using my email address and a password exclusive to her account, but this does not work.   We have no way of gaining access to her account it seems.

Auto payments also come from my  account monthly (her Dad).  

She recently lost her phone.  I have ordered her a replacement phone and SIM card through the Public website which arrives any day now.  

But Im assuming that we need to somehow notify Public of the lost phone, gain access to her account to cancel the existing SIM and activate the new SIM card while maintaining her existing phone number (hopefully).

So to summarize, we have two issues.

1) we can't gain account access with the user name and password we have on file.

2) we are not sure how to report her phone/SIM as stolen and to activate the new card with her existing phone number.

Thank you,

Chris 

[RossN]

@Cbowers you will need to contact a cs agent  

1. you can open a ticket through Simon here https://publicmobile.ca/chatbot.

type  request email and new password 

2. alternatively you can private message them here

      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

check your community envelope for a reply

[hTideGnow · Accepted solution]

@Cbowers   Let's get your access to My Account back first.  YOu have to open ticket with CS Agent.  In fact, on the ticket, you can also let them know about the Lost/Stolen, and CS Agent can flag it for you

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

start by typing : Contact CS Agent
then Click "Contact Us"
then Click "Other"
finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

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

[Timer]

@Cbowers 

contact to support team by Send a private message to CS_Agent

to them reset your password and also to change SIM card and reporting stolen/device.