Account Issue - Number Switch

[Sb48]

Context: My wife and I recently moved to PM from a family plan on Rogers. I added her number to my account, thinking I could add mine as well (like for usual family accounts) so I could pay with one card- but that didn’t work.

Now, I want to transfer my wife’s PM number to her own PM account. Currently her PM number is on my account and mine is on her PM account. Is there a way to fix this?

[hTideGnow]

hi @Sb48 OM system is one email for one account.  When you activated the 2nd account with the same email, it effectively overtaken the original phone number 

but no worries, it is a very common mistake, you just need to ask PM support to help and they can restore both numbers, in two accounts 

please submit a ticket with CS Agent using Chatbot here:       

            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, 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  

[Chalupa_Batman]

Hey @Sb48 

I would say contact Public Mobile's customer service to figure it out for you.

If you are able to log in, please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

If you’re unable to log in to your account, please use this direct link to reach out to a CS Agent.

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

A Customer Service Agent will reply to your community inbox here:

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

[slusagm]

PM has no family plan idea, each account is standalone.  You need two different email addresses to open 2 accounts in your case

So, you really need PM to sort the 2 accounts out for you

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble with open ticket using Chatbot, then message them using this link: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage